Rooli Casino - Player’s account has been closed without a clear reason.

Google autofilled the wrong information when registering for Rooli.com , I contacted the support and it was no issue to change it I just had to submit the right information through the kyc process. I did exactly that , then in the meanwhile I won close to 6000. Support approved the documents except for the selfie which I had to include my elbow in. I waited and waited I didn’t hear anything from the casino , I tried to log in to the account and it was blocked. Contacted them again and the only response I’m getting is that "it’s a administrative decision and it’s final"

I don’t think it’s fair that they gave me exact instructions on how to fix the problem I followed the instructions and now they are not paying out . I thought they were going to be fair. But this is anything but that . I just don’t know what to do . If it was a small amount of money okay, but it’s a significant amount and I feel like that’s why they blocked the account

also I posted a bad review on trust pilot and they said they were going to fix it publicly, but in private and live chat exactly the same issue . So I have to say that’s leaving a very bad taste in my mouth too

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rooli Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify when you registered your account and when you made attempts to correct the personal information in your player profile? Could you please explain the extent to which the personal information was incorrect?
• Could you please clarify when you made the deposit in the casino?
• Could you please share the communication between you and support where you admitted to entering incorrect data and asked for assistance? Be sure to include the response from the casino.
• My email is tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Account made on may 6th 2025,

the name, adress and phone number and dob was incorrect because google autofilled the incorrect information. Sometimes I don’t like to share personal information on other sites due to privacy reasons, google saved this information and put it in in the registration itself .

I’ve almost instantly requested to change the information, through live chat the chat is not there anymore and I’ve requested the chat logs hoping they will give it.

deposit was also made on may 6th, through Ethereum.

if I they allow me to get chatlogs of the live chat I will provide that to prove they instructed me to do that to change the information provided

Hi Benbenny44,

I've reviewed your case thoroughly, you registered with fake First/Last Name, Date of Birth and Address.

We can fix typos in players information if documents provided but the you are unable to give any document matching any of the information registered on the account.

I checked all communications via Support and can confirm at no point did they confirm this would be fixed. They escalated the matter for you to the relevant team and requested documents so they could review if changes could be made.

You were informed that there was an administrative decision to close your account and thats because it was determined you registered with entirely fake details which is a breach of our Terms and Conditions.

Even if google had autofilled 1 field incorrectly for you - it takes multiple clicks to go through all the registration information - of which you entered incorrectly at every step.

Since we cannot verify you as none of your details match the account at all - your account will not be reopened. Your winnings are withheld as a breach of our terms but also as they breach KYC threshold, a document requirement of which you cannot fulfil.

You also only contacted us first on 07/05 in regards to your incorrect details, once you had made the winnings, not immediately.

12.2 The Casino reserves the right to request verification documents before being able to process your withdrawal (ID, payment systems, utility bills, etc.), following standard KYC (Know Your Customer) procedures, even if similar or other documentation has previously been provided by you) as well as to hold any refunds for the time needed to check your identity. In case you provide false or incompleted Personal Data, the withdrawal can be refused and the Player Account terminated, of which you will be informed by email.

10.3 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 Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

providing incorrect registration data;

10.4 The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice.

Thank you,

Rooli Casino Reviews Team

Dear Rooli Casino and Casino Guru Teams,

Thank you for your response on May 28, 2025, about my blocked account with a €4,820 balance. I appreciate you taking the time to explain your stance, but I respectfully disagree with some points and feel this situation deserves a fair resolution. My goal is to recover my funds, and I hope Casino Guru can help mediate a reasonable outcome.

I admit that my initial registration had incorrect details (name, date of birth, address), but this was an honest mistake caused by Google autofill. When I started filling out the form, autofill kicked in and populated the fields with old info from another form I’d submitted elsewhere—probably something random I didn’t double-check. It happened in one go, not through multiple deliberate steps, and I didn’t notice until I tried to withdraw my winnings. As soon as Rooli pointed it out, I sent my correct KYC documents (ID, proof of address, and ETH wallet for my €60 deposit) to fix the issue.

On May 12, 2025, your agent Sally confirmed in a live chat that she received my documents and passed my case to the "relevant department." She said I’d get an email update, but as of now—May 28, 2025, 4:01 PM CEST—I haven’t heard anything. This silence, even after I did everything asked, feels unfair and doesn’t seem to align with the standards of your Curacao eGaming license (no. OGL/2023/174/0082).

You mentioned Clauses 10.3, 10.4, and 12.2 of your Terms, stating my account was closed due to "fake details" and not providing matching documents. But I sent my real documents right away to correct the mistake, which was caused by autofill, not an intent to deceive. I reached out to support on May 7, 2025, soon after my withdrawal attempt, which I think was a reasonable effort to sort this out. Rooli’s decision to block my account without clear communication or a chance to resolve this properly doesn’t feel like fair treatment, especially with such a large balance at stake.

I’m asking Rooli to reconsider and work toward a fair solution. I’d be willing to accept a partial payout of €3,000 to my ETH wallet as a compromise, given my €4,820 balance and my efforts to meet your KYC requirements. I’m also happy to do extra verification, like a video call (per Clause 9.8), to move this forward. I hope Casino Guru can step in to mediate and encourage Rooli to resolve this fairly, especially since mistakes like autofill errors are common and shouldn’t lead to losing funds.

Thank you, Ben K.

Thanks for the explanation from both parties.

Dear player,

Providing false personal data is absolutely prohibited in all online casinos.

The consequences for such actions range from balance confiscation to inability to complete verification.

I would strongly recommend avoiding this kind of action in the future and making sure all the provided information is correct before starting to play.

I understand that you haven’t done it intentionally, but unfortunately, it doesn’t make any difference. Online casinos will be able to assist you with incorrectly entered personal information only to a certain point; however, after you have accrued your winnings is too late to ask for help.

Unfortunately, since you accrued your winning without trying to remedy the situation beforehand, it's a breach of the casino's rules, and we won't be able to assist you.

Due to the aforementioned reasons, this complaint will now be closed. 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 issues with any online casino in the future.