Rooli Casino - Player's account is closed and winnings are confiscated.

Hallo,

ich habe einen Account bei Rooli erstellt und gespielt. Dabei habe ich gewonnen und eine Auszahlung in höhe von 1850€ veranlasst. Die Dokumente zur Verifikation habe ich ebenfalls sofort hochgeladen.

Nun wurde mein Account gesperrt und mir wird die Auszahlung verweigert. Der Support bezieht sich dabei auf Ihre responsabel Gambling Policy und will meinen Gewinn einbehalten.

Statt der Auszahlung wollen Sie mir meine Einzahlungen zurückerstatten. Dies lehne ich jedoch ab da ich nicht annährend die Summe eingezahlt habe wie ich gewonnen habe.

Ich habe ebenfalls versucht einen Kompromiss zu finden jedoch bewegt sich das Casino kein Stück.

Ich habe mich darauf verlassen, dass es sich um ein Seriöses Casino handelt welches fair und transparent ist. Jedoch fühle ich mich aktuell überhaupt nicht fair behandelt.

So ein Verhalten ist von einem etablierten und Lizensierten Casino absolut fragwürdig.

Ich würde mir wünschen hier eine Einigung zu erzielen die Fair ist und ich meinen Gewinn ausbezahlt bekomme.

Danke.

Dear timsstorylp,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with Rooli and the frustrating experience you've had with your withdrawal.

I see that you've already forwarded relevant communication, which is very helpful.

• To move forward with this case, could you clarify whether you ever mentioned having a gambling problem or engaged in any conversation regarding responsible gambling when interacting with the casino? This information could shed light on why they’ve referenced their responsible gambling policy in this case.

Your cooperation is essential for us to proceed and try to resolve this matter fairly. The more details we have, the better we can assist in finding a suitable solution for you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while we investigate further after your reply. Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hallo,

ich kann mich nicht entsinnen solche Gespräche mit dem Casino geführt zu haben.

Mit freundlichen Grüßen.

Danke.

Hi timsstorylp,

Thank you for your response.

Since you mentioned not remembering any conversations with the casino regarding responsible gambling, I’ll need to look further into why they referred to their responsible gambling policy. To help clarify the situation, could you let me know if you are currently self-excluded or have self-excluded from any other casinos? This might provide some additional context for the casino’s decision and help us understand the situation better.

Thank you again for your understanding, and I look forward to hearing from you.

Hallo,

ich habe mich schonmal bei anderen Casinos abgemeldet bzw. meinen Account löschen lassen.

Ich habe mir 2024 meine ich mal eine Auszeit über 1 Jahr in einem anderen Casino genommen.

Vielen Dank.

Thank you very much, timsstorylp, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear timsstorylp,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rooli Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rooli Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hallo,

Ich bitte um ein Update.

Danke.

Dear timsstorylp,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of Rooli Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Rooli Casino,

I've responded to your reopen request and kindly ask you to reply at your earliest convenience.

Thank you.

Dear timsstorylp,

I wanted to inform you that I am currently in communication with the casino representative regarding your issue. I will provide you with an update as soon as I receive all the necessary information related to your case.

Thank you for your patience and understanding.

Hallo,

vielen Dank für das Update.

Beste grüße

Dear timsstorylp,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly shows that your account is connected to other accounts, all of which were created or accessed from the same device or location, with matching information. Creating multiple accounts to exploit bonuses is a serious violation of the Terms and Conditions at most online casinos because it undermines the integrity of the gaming environment. This practice can lead to unfair advantages, such as exploiting bonuses or promotions intended for single accounts. It disrupts the fairness and balance that casinos strive to maintain, which is crucial for all players. Additionally, it can result in significant financial losses for the casino, prompting strict enforcement of policies against such behavior.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo