Rulobet Casino - Player's account is closed and funds are confiscated.

Hello,

About 2 months ago, I invested 25,000 Turkish Liras in Rulobet casino and played only slots. Then I earned more than 500,000 Turkish Liras. I played around some more and eventually made a withdrawal request for my 500,000 Turkish Liras balance. Then my account was locked and I was asked for some documents. I sent all the documents by e-mail. They said the maximum review period was one month, and after this period, the casino did not open my account and did not pay my money. They said that I had another account as the reason. But I only have one account. I recently withdrew 200,000 Turkish liras and had no problems. But as of now, my account is closed and 500,000 Turkish Liras of money has been confiscated. I did not receive any bonus. I would only get a discount sometimes when I had a loss. I withdraw from the casino's mistake and demand my money be refunded.

(Casino Email Addresses) support@rulobet.com info@rulobet.com support@rulobet.com

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.

Dear aknclgm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can fully understand the situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• What documents were requested by the casino, and did you manage to send them all?
• What was the exact date when you submitted your withdrawal request?

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

Best regards

Petra

Thank you for your reply and for providing the previous details, aknclgm.

• Have you kept the correspondence with the casino regarding your account and withdrawal request?
• Have you received any communication from the casino after the one-month review period?
• Could you provide any additional evidence that would support your case?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hi,

In this conversation it says that my account has been permanently closed. (As a result of a 1-month review)

I cannot provide documents to prove my claim. The casino must provide evidence. I also recently won 200,000 Turkish Liras in this casino and had no problems. I got lucky at this casino. I think they slandered me when I won 500,000 Turkish Liras.

On February 18, I won 200,000 Turkish Liras and they paid. This is proof;

If I had multiple accounts, the casino wouldn't pay that either.

Dear aknclgm

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear aknclgm,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Rulobet Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 aknclgm,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

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