Rooli Casino - Player's withdrawal is blocked due to card verification issues.

Withdrawal blocked by impossible card verification demand

Hello,

I am writing to request help recovering my 190 EUR withdrawal from Rooli Casino, which has been unjustly blocked.

Timeline of events:

1. When I first registered at Rooli, I deposited using my PostFinance debit card ending in 4663.

2. Some time later, that card was lost. My bank (PostFinance, Switzerland) cancelled it and issued me a new card ending in 3862. The card ending in 4663 no longer physically exists.

3. I registered my new card (ending in 3862) in my Apple Pay wallet.

4. My most recent deposit of 40 EUR was made using this new card via Apple Pay - NOT with the old card ending in 4663.

5. I requested a withdrawal of 190 EUR (my balance including winnings).

The problem:

Rooli support keeps rejecting my withdrawal, demanding a front-and-back photo of the card ending in 4663. This is impossible because that card was cancelled by my bank and no longer exists. Furthermore, that card was NOT used for my most recent deposit.

Documents I have already submitted to Rooli:

- A masked front-and-back photo of my actual payment card (ending in 3862), following their guidelines (middle 6 digits and CVC covered)

- A bank statement clearly showing the 40 EUR Apple Pay deposit from card 3862 to Rooli

- A screenshot showing card 3862 registered in my Apple Pay wallet

Despite providing all of this, Rooli continues to demand a photo of the non-existent card ending in 4663 and refuses to process my withdrawal.

What I am requesting:

- Rooli to accept the verification documents I have already provided

- Processing of my 190 EUR withdrawal to my new card ending in 3862

I am happy to provide any additional documentation that is reasonable and possible, including an official letter from PostFinance confirming the cancellation of card 4663 if needed.

Thank you for your help.

M. K.

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Hello,

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

• How many deposits did you make using the card ending in 4663? Have you ever verified ownership of this card at Rooli Casino? Please note that during the KYC process, the casino is required to verify the ownership of all payment methods used for deposits.
• Have you contacted customer support to explain your situation? If so, what was their response or suggestion?
• Would it be possible for you to obtain an official confirmation from your bank stating that you were the owner of the card ending in 4663?
• Do you have bank statements for this card showing the transactions made during the period when you deposited funds into the casino?

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