The player from Austria successfully withdrew 1700 euros initially but faced complications with a second payout of 980 euros after being asked for ID verification. Despite providing the necessary documents, he encountered further inquiries about his financial capability to play, and he had no access to live support on the site. The Complaints Team mediated the situation but ultimately concluded that the player was unable to provide the required proof of address that matched his account registration. Due to his uncooperative attitude and refusal to comply with standard KYC procedures, the case was rejected, and the casino maintained its stance on adhering to regulatory requirements. The player has been warned that hostile attitude and pseudo sarcastic comments are not welcome, and further such behaviour may warrant a ban.
Rooli Casino - Player's withdrawal is delayed and support has been blocked.
Unjustified complaint
Amount: €980
Rooli Casino
Safety Index:HighCase summary
Translation
The first payout of €1,700 arrived in 5 minutes. For the second payout of €980, they wanted ID, etc. I sent everything to the registration office and got an address. Then the question came up as to how I could afford to play, simply because I also work in the event service (building facades, loading and unloading trucks). I'm asking for help, as the site has already blocked live support, even though I got on well with them. Thank you. Kind regards, Philipp N.
Dear Philipp1423,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the withdrawal process at the casino. To better understand your situation and assist you effectively, I would like to ask you a few questions:
- What specific documentation did you provide for the second payout?
- Have you submitted any documents to the casino as your source of funds? If so, have these documents been reviewed by the relevant department?
- Could you clarify what information was requested regarding your ability to play (e.g., proof of income, bank statements)?
- Since the live support is blocked, have you tried reaching out to customer support through other channels, such as email? If so, when was the last time the casino communicated with you?
- What types of games did you play?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
TranslationThanks for the reply. I have a picture of my passport and registration form, plus a screenshot of the deposit. They asked how I could afford it, but didn't request any receipts; instead, live support was blocked. It's not a problem. I can also prove that I work in event services (building facades and loading and unloading trucks), but I would really appreciate it if you would simply pay out the money I won. Regards
TranslationAnd what kind of games? Mainly Big Bass Splash, on the hunt for the Golden for 15 years, and Wanted every now and then, Book of Helios, and the dog game—I don't know what it's called. Regards.
Could you please specify when exactly you submitted your documents to the casino for verification?
Also, kindly forward me all the communication between you and the casino customer support regarding the problem you're facing at veronika.f@casino.guru. Thank you for your patience and cooperation.
TranslationCommunication was via live support and email. Live support is back up and running, and as of yesterday, the finance team is currently reviewing the payout. And what documents have I already provided? ID, registration form (address), screenshot of the deposit, and account details. I hope this gets resolved quickly; I have other things to do than argue about a win. Honest man or not. Thanks for the help. Regards.
Thank you very much, Philipp1423, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.
TranslationThank you, I think this will be resolved soon, after about two weeks. All the best, until then.
Hello Philipp1423, nice to meet you!
My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out and verification issues. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Rooli Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if you could provide us with any and all relevant evidence.
Thank you for your patience and cooperation in advance.
TranslationGreetings. I'm starting to feel like it's harassment. I've submitted all the required documents, and yet they still want the same document again, and again, and again. I'm already considering taking legal action for commercial fraud, coercion, and other charges. And yes, a Rolli Casino contact is welcome to participate and help them do their job. I got along quite well with live support. Regards
Hi Philipp,
I've looked into your case thoroughly and can confirm that this unfortunately cannot be avoided.
It is an industry standard that documents are required at a specific threshold, which is actually a license requirement we must abide by.
You are unable to provide one of these basic documents that verifies your address.
While you did try to provide some address documents, the address on those documents do not match the address on your account - as a result we cannot accept those documents.
I can assure you any casino would take the same approach.
Your first 1700 EUR withdrawal was processed as it was below above mentioned threshold.
Your second withdrawal triggered the threshold for requirement of documents.
Please reference our Terms and Conditions, accepted upon registration:
11.15. The Casino reserves the right to request verification documents before being able to process your withdrawal (ID, payment systems, utility bills еtc), in line with standard KYC (Know Your Customer) procedures, even if similar or other documentation has previously been provided by you.)
In regards to you being asked if you can afford to play, this was separate to the above document request is due to the fact that you made some concerning statements and as a result, we have a responsibility to take the appropriate steps to restrict the account.
I hope this provides some clarity on the situation and while we understand your frustration, we are abiding by license requirements and industry standard document requests.
Thank you,
Rooli Casino Reviews Team
TranslationOf course, one crow doesn't peck out another's eyes. I think I've also heard and understood some worrying statements from you, the casino's side. What if I, as a consumer, now claim the right to have the casino owner's data and financial details? The payout is already on the way, and of course, we have to know each other. So, I don't have a picture of the casino owner. With that in mind, all the best and everything will always work out.... Regards
Dear Philipp1423, as this issue is regarding payments and KYC, every casino has the right to request sufficient proof of ID as well as proof of wealth. This is mostly due to the anti-money laundering policy, which is generally very strict. Every legal casino is closely watched by government and their financial institutions, therefore letting anything slip would have huge repercussions and hefty fines, so casinos do not take it lightly.
Furthermore, you have agreed with these T&Cs upon creating the account and signing up with the casino, so I am unsure why it is now a problem to provide required documents.
Last but not least, from the conversation in this thread it looks like the casino is only asking for documents that are needed for standard KYC verification (I have seen this with other casinos as well), and are not asking for anything "extra", or "unreasonable" so far.
Overall, seems like this complaint has two issues - one is the KYC verification, the other is financial wellbeing of the player.
I would recommend dealing with this step by step - first let's sort out the KYC (if you are willing to undergo the process) so the withdrawals can be made, then we will see about the question of the finances and whether the account stays opened or closed.
Please, let us know if you are willing to undergo the KYC verification, or rather not. We'll look for options and see what can be done accordingly. Thank you.
TranslationOf course I would like to have my money and have submitted everything that is necessary. ID, bank details and registration form. Regarding money laundering, if I had any. The few hundred that I risk now and then, which were hard earned. Loading and unloading trucks, I even sent two of my pay slips. And I am suspected even though many politicians have millions of dollars lying around in their living rooms. Joke of the day, right? Kind regards
Hi again,
The player has not been asked for source of wealth - simply proof of address which is standard KYC document industry wide and a license requirement. The player accepts this in the terms when signing up and there is no instance in which we can waive the need for this document at this stage.
The player is unable to provide it for specific reasons - this same reason is the cause for our concern on the players financial wellbeing.
Thank you,
Rooli Casino Reviews Team
TranslationWho do you think you are? I have submitted everything that was requested and yet I have been treated like a suspect for the past two weeks even though I have proven that the money comes from hard work and diligence and not from fraud and betrayal. Think about what you are doing before you make others out to be criminals. I have known your site for decades and thought it was great that it existed and that someone would help if something really happened. But now I know that it is a time loop that is being maintained by you. Your gambling has nothing to do with luck, it is purely with programming. You never stop learning... Thanks for that.
Hi Philipp,
You are being asked for the same documents as any other player would be by our casino or any other casino for that matter.
We kindly ask Casino Guru to close this case as it is not justified.
Thank you,
Rooli Casino Reviews Team
TranslationGreetings to you. And I went to the registration office specifically to get a registration form for my address. I submitted it and told you too. What, what am I not supposed to be able to do? Be funny again, or what? Best regards.
TranslationHow many times do I have to tell you that I submitted ALL the required documents? This isn't the first casino...but it is the first that hasn't paid out my money after I submitted my documents. Am I talking to an AI? Best regards.
Hi Philipp,
The proof of address you provided does not match the address on your account and this has been communicated to you.
There are no new documents provided via email or chat as far as I can see and your account is restricted so you haven't uploaded any new documents to the account.
Until you provide a proof of address that matches the address on your account we cannot proceed.
Thank you
Rooli Casino Reviews Team
Dear Philipp1423, nobody is accusing you of money laundering, I was just explaining the importance of KYC verification. From my understanding, if you are able to provide documents that can prove your address being the same as the one you used for account registration, there should be no more obstacles. Can that be arranged?
Dear Rooli Casino Reviews Team, thank you for the clarification. Could you please let me know if proof of address is the only issue here? If the answer to this question includes the need to share anything containing sensitive information or internal procedures that cannot be disclosed publicly, please do not hesitate to message me via e-mail at matej.l@casino.guru.
TranslationSo, briefly on the situation. We had this a week ago. I am homeless and don't have a proper address. I have to give an address. I did that with the last one I had and also included the address slip. It's older than 90 days and the casino didn't like that. So I went to the registration office to get a new address that the casino would consider valid. It doesn't work now...of course. If that's really the problem, that I'm not getting my money, is that commercial activity, right? I have contributed completely and openly to a solution. Nothing really constructive has come from you or Rollis Casino to find a solution...Best regards
I see, and I think I have the full picture now. One way of solving this situation would be making a KYC call where you could verify yourself, if the casino is willing to admit special circumstances you are in. My next question is whether you will be able to make a video call (Zoom, Teams, etc.) with the casino security team to do a video KYC. Do you have access to a computer with webcam, or phone with good webcam to make such call?
And lastly, while I understand your frustration, I would like to remind you that having an attitude towards someone who is genuinely trying to understand the situation and help you, is not winning you any favours.
Dear Rooli Casino Reviews Team, in light of the player's circumstances, if he confirms to be able to do a video call, would you be willing to do the video KYC call, to verify his available credentials? Please let me know if this would be an option, or if you have a different idea how to verify the player without the need of home address.
TranslationI don't understand what a video call is supposed to do to verify an address, but if it helps to find a solution, that's fine. I'm with a friend right now...and thank you. I also want to understand exactly what this is about. That I am, I have already been confirmed many times. Kind regards
TranslationAnd as for the other option, I sent in a brand new registration form 3 hours after it was issued. I can't imagine a better verification. Why do we have to know where the player/consumer lives? If the account isn't covered by the money that was paid in, then the payment won't go through and then you have to sort it out with the bank. I just don't think it's a good thing that everyone is demanding all the documents. For example, with the data I've sent, I could take over my digital identity. And I/everyone gives this option to a casino, Amazon, etc. That's exactly why so much happens because the data is simply not secure. Someone is always selling or misusing it...it's an unfortunate fact. Kind regards
Hi Philipp,
Neither of the two proof of addresses you provided match the address on the account.
Including the one, that as you said is older than 90 days (issued in 2023).
We need a document showing the address you entered upon registration.
I'm looking into whether we can verify in any other way due to circumstances but it is the player's responsibility to provide these documents and if we cannot verify your address any other way, it is on the player to provide the standard document.
In regards to your account, it will remain closed.
Thank you
Rooli Casino Reviews Team
TranslationAnd again the document, the proof of address has already been submitted, but it is older than 90 days. That's why the current address is completely new. So what do you do next? Kind regards.
TranslationAnd close the account and please have all data deleted after the payout. I've seen, experienced and learned enough that I don't want to have anything to do with this scene anymore, thank you for that. And if the 980 euros I won aren't transferred to me, I can say that I can live with it and will still look in the mirror tomorrow. Anyone who refuses to pay out a win has lost all respect in my eyes. That's it for me. All the best.
Dear Philipp, can you send the casino a document with the same address as the one you have entered upon registration of the account?
Dear Rooli Casino Reviews Team, would you be able to accept a document older than 90 days as a proof of address in this case?
TranslationDear Matej, I already sent you the address. More than a week ago. Best regards
Dear Philipp, that needs to be set to the casino, and it must match the address used for creating the account. I do not know the account details as those are stored within the casino database. So far in this conversation, the casino stated the address mismatch as the main issue with the verification. In the meantime I will try to mediate with the casino to see if they will be willing to accept a document possibly older than 90 days (as long as the address matches the one on the account) and then maybe do that video call verification I have mentioned earlier. They are aware of your situation now, so I am looking for alternative ways for you to verify yourself in such way that the casino would be satisfied, so you can get paid.
In the meantime, I am trying to get a hold of our contact within the casino, to see if she can help us get this sorted. I will keep you updated in this thread as soon as I get a reply..
TranslationThank you. And again, I've submitted everything that was requested. Days (weeks) ago—it's been going on since the beginning of the month. So, it's been three weeks. Best regards.
Hi Philipp & Matej,
Philipp, in regards to your account, it will indeed remain closed with no possibility to reopen.
In regards to the data deletion, please refer to the Privacy Policy in our Terms & Conditions, which you accepted upon registration that due to regulations in licensed gaming jurisdictions in the European Union, we are obliged to retain personal data of players submitted during registration and any data passed on during the operative period of a Player Account for a minimum of five years from last player transaction or account closure. Therefore, requests for erasure prior to the lapse of this period cannot be entertained.
In regards to the address document, you have not provided an address document that matches your account. I am checking to see if there's any other way to verify your address but again, this is the players responsibility to be able to verify their account with the basic KYC documents, which are even listed specifically in the terms (utility bill). If we cannot find an alternate way to verify you, i'm afraid we cannot pay out your winnings.
It's also important to note here, that this is not a simple refund of deposits made as you are in profit and therefore these are winnings breaching our document threshold. We have not held your winnings in the past and do not intend to in this scenario either but must abide by basic industry standard document requirements.
I will revert back shortly with updates from the relevant team.
Thank you,
Rooli Casino Reviews Team
TranslationThanks for trying to clarify. But I think the error has just been discovered. I didn't enter the BIC/SWIFT code correctly. Let's see if that's the problem now. Regards
Hi Philipp,
I've discussed this thoroughly with the relevant teams and we are dedicated to trying to resolve this for you.
Please upload the bank statement for your bank account used on your Rooli account in your document portal on your Rooli account - it must be in PDF format and must show the address you have registered with the bank - but it cannot be older than 90 days.
Thank you,
Rooli Casino Reviews Team
TranslationI uploaded a PDF document with the payment two weeks ago. I can't offer you any more bank details. You have the address, ID (passport), the payment receipt (the transfer), further addresses and all the bank details that are required. I'm through, I can't upload anything else (plus my account is blocked) and I don't have the nerve to deal with it any longer. One thing is requested, it is brought, the next is requested and it has been like this for over three weeks. So it's either/or. Kind regards
Dear Philipp, since the casino is asking to upload the bank statement, can you please check if your account has been unblocked? If so, I would recommend to try reuploading the last bank statement you have, the one that has the same address as your casino account.
Alternatively, seems like the whole KYC procedure has been triggered only because you have tried to withdraw higher amount. I wonder if it would be OK dividing the withdrawal into couple smaller ones, that do not require the verification, and once done, casino can again close the account and this whole situation would be resolved. First, let's see if the account has been temporarily unblocked, otherwise you won't be able to upload anything and the casino would have to make the next move first. Thank you.
Hi again,
Apologies in regards instruction to upload via your account. You can send the bank statement in the email thread you've been liaising with support with as your account is indeed disabled. Please send it showing the information we requested as otherwise we cannot proceed.
I'm requesting this document as you haven't provided it.
Regarding splitting the withdrawal amounts, this is not an acceptable way forward as the kyc threshold remains the same and the player has reached it and must provide documents.
Thank you,
Rooli Casino Reviews Team
TranslationSo now Matej also knows that I sent this. For the third time already. !!! Nothing more from me. !!! Best regards
Hi Philipp,
As you can see from the document you provided - there is no registered address on it.
As I stated - you need to follow instruction of the document required.
It must be in PDF format and must show the address you have registered with the bank - but it cannot be older than 90 days.
Thank you,
Rooli Casino Reviews Team
TranslationWell then, shove my money up your ass!!! Your Mallorca gang won't exist much longer. As confirmed, you only want information to resell.!!! There's no address other than the three I sent. And my passport and pay slip. I will never, ever gamble. They're all scammers!!! Best regards
Hi Casinoguru,
We kindly ask that this case is closed.
Player is uncooperative regardless of us trying to find a work around to a required document.
We cannot make a full exception to the document and we cannot simply take the players word for it as what we do for one we should do for all.
This is an industry standard document request and it is not fair that we are punished for abiding by regulation.
Player should not have registered his account. If he provides a statement of that bank account with a registered address, which all bank accounts must have a linked address - we can proceed but we won't be going back and forth in regards to this case any further. Clear instructions of a work around have been provided.
Thank you,
Rooli Casino Reviews Team
Dear Philipp, in this case I have to agree with the Rooli Casino Reviews Team, and your constantly negative attitude and vulgarism is only proving their point. I would love to get this case resolved amicably and in your favour, but if you do not comply with the standard KYC procedure - which you agreed to when signing up for an account - then we can't help you.
But I would like to give you one more opportunity to do the things right and get paid.
Are you able to provide the casino with the proof of address registered with your casino account? What you posted previously is just a random transaction with no real details except your name. Any kind of utility bill with your name and address - address that is identical to the one you used for casino account registration - would do. Then the requested bank statement in PDF format. You can e-mail it to them and CC me in the e-mail with matej.l@casino.guru so if you send exactly what they are asking for, there should be no more problems. And I could confirm what you are providing is enough.
Unfortunately with your attitude, you have taken away any goodwill the casino may have had towards you. If you do not provide what was clearly requested several times now - and is well within any standard KYC procedure of any online casino - I will be forced to reject and close this case.
TranslationSo you intelligent beasts, I have told you at least 3 times that I am homeless and not just since yesterday. And homeless people regularly receive packages and bills with their names on them??? Not possible!!! I can't provide any more information because it doesn't exist and it's not possible. The address was where I lived 3 years ago and of course I had the papers with me from 3 years ago. Now you have a current registration form directly from the registration office and that's not enough for you. Hello fellow thinkers, I knew in advance that this payment would not be approved. This isn't my first rodeo....Save it if it makes you happy not to pay out a homeless person's money for trivial reasons. Be happy....As for cooperation, I have contributed all sorts of things on my part and have been ripped off according to the rules for over 3 weeks!!!
Alright, I think I heard enough pseudo sarcastic remarks to see, that you are not looking to get this issue sorted, just to argue and make yourself feel better for "sticking it to the man". I will no longer entertain this charade. Since you are unable to provide required documents that are standardly requested for a KYC procedure and are unwilling to cooperate, this case will now be rejected, so it can free up the que for someone who wants to get help from me and who will cooperate instead of wasting my time.
I was hoping to find an amicable solution to get you verified even without the proof of address that you used to register with the casino account, but your constant refusal and hostile comments have killed all the goodwill the casino may have had towards you. And I, personally, am not impressed either. After your theatrical tantrums, I can't blame them.
Lastly, a friendly parting advice despite your charming personality - if you are truly homeless, maybe playing in online casinos should not be your priority. Every single one of them has in their T&C that you need to register using your real details, and if you can't provide your home address, you will never pass any KYC verification. Which means you will lose more money down the road. Money, that someone in your situation most likely should be using otherwise. Meanwhile, I would recommend taking a deep breath, a massive attitude adjustment, and brushing on good manners. It would do you a world of good and maybe even help to get out of your current situation.
Also, I have notified proper departments about this, so if you decide to get smart with me or anyone else on this platform again, all you'll get is a nice account ban for the road. We are here to help. Not to get clowned on. You have been warned.
