Rooli Casino - Player's account is closed due to a dispute.

I made a deposit of €800 without bonuses to Rooli casino and played and won €1150. After making a withdrawal, my account was closed and the reason was said to be opposite betting and I don't understand it, and I didn't have a bonus. They won't even pay back the deposit. Is this allowed and have I already lost the money?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what games you played?

Could you kindly forward me the email you received from the casino after your winnings were confiscated and your account was closed? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Thanks for the reply. As I recall I played some slots, live blackjack and live baccarat. I posted pictures of the casino emails

Thank you very much, Utgambler, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Utgambler,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rooli Casino to join the conversation.

Dear Rooli Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. Please send the information and evidence to me directly at michal.k@casino.guru

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.

Dear Utgambler,

I wanted to give you a brief update. Unfortunately, I have not yet heard back from the casino. It appears that the contacts we have may no longer be valid. Given that we successfully addressed nearly all player complaints related to Rooli Casino previously, I will make an effort to contact the casino team through alternative means to resolve your situation.

I will also extend the timer by an additional 5 days. I remain hopeful that I will receive a response from them shortly.

Hey utgambler,

I apologise for the delay in response here, I have forwarded this case over to our support team to have them investigate. Once I have an update I will post here.

Best Regards

Rooli

Dear Rooli Casino,

Thank you for your response. We are looking forward to your clarification of the situation and the evidence supporting the alleged violations of your terms and conditions, of which the player is being accused.

Dear Utgambler and Michal,

Thank you for your patience while we looked into this. Following a thorough review of your account activity, we’ve determined that it does not comply with the standards outlined in our Terms and Conditions regarding fair and acceptable gameplay. As a result, the decision to restrict your account will remain in place.

As a gesture of goodwill, we have refunded your total deposit amount of €800. The funds have been processed back to your original payment method and should reach you within 2-5 business days.

Please note that this decision is final and was made after careful consideration of all relevant information.

We wish you best of luck,

Rooli Casino Team

Big thanks to Casinoguru for taking care of this!!

Thanks also to Rooli Casino for this gesture and for resolving the matter.

Thank you for your response and the provided information, Rooli Casino Team.

I appreciate the refund of the player's deposits as well.

Dear Utgambler,

I’ve received information confirming that the casino team’s actions in this case were appropriate. Given the circumstances, the refund of your deposits seems to be the most suitable resolution.

I trust you will receive the funds within the next couple of days. Please let me know once you receive it so I can close the case accordingly.

Dear Utgambler,

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.

We have obtained a reply from the player indicating that they have received the refund and expressed gratitude for our assistance. Since the player did not seek any additional help, we regard this matter as clarified/addressed.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, Utgambler, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru