The player from Switzerland had a withdrawal of 190 EUR blocked at Rooli Casino due to a demand for verification of a canceled card. He had provided relevant documents for his current card, but the casino continued to reject his withdrawal request. He sought to have his provided verification accepted and to have the withdrawal processed to his new card. The complaint was closed due to the player's lack of response to inquiries and reminders from the Complaints Team, which prevented further investigation or resolution at that time. The player was informed that he could reopen the complaint if he chose to resume communication.
Rooli Casino - Player's withdrawal is blocked due to card verification issues.
Closed
Our verdict
Player stopped responding
Amount: €190
Rooli Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
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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2 weeks 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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
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
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1 week ago
Dear Roberman,
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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6 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
