The player from Germany faced account closure after attempting to verify his ID, which was hindered by incorrect name details from autofill. His €240 winnings were withheld following the closure notification received via email. The Complaints Team reviewed the situation and determined that the casino's decision to close the account was justified due to discrepancies in the registration information provided by the player. Consequently, the complaint was rejected as the casino maintained that it had acted within its verification policies.
Rooli Casino - Player's account has been closed, and winnings are confiscated.
Closed
Our verdict
Other
Amount: €240
Rooli Casino
Safety Index:HighCase summary
Discussion
Public
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5 months ago
Translation
My first and last name were incorrect in my profile when I created the account due to autofill from my mobile phone. And when I tried to verify my ID to withdraw my €240 winnings, my entire account was closed 10 minutes later, and my winnings, or rather, my money, were withheld. I was notified of this via email. What options do I have to get the €240 back?
Automatic translation:
Public
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5 months ago
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Homber,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rooli Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please provide what name you have put into registration form and what is your real name?
- Has every other information on the registration been correct?
- Did you accumulate your winnings with or without an active bonus?
Please do not be worried about your private information to be displayed, I will make sure your personal information remains hidden from the public.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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4 months ago
Dear Homber,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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4 months ago
Dear Homber,
Thank you for your response. According to the Terms and Conditions:
9.3 The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino Welcome Offers or other promotions agrees that the Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:
Use of stolen cards;
Chargebacks;
Creating more than one account to take advantage from casino promotions;
Providing incorrect registration data;
Unfortunately, it is the player’s responsibility to ensure that all personal information submitted during registration and profile completion is accurate and truthful. Since you have submitted entirely different name in your registration form, it is not possible to verify that you were the actual account holder. As a result, the casino was entitled to consider the account as non-compliant with its verification requirements.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.
Best regards,
Katarina
