Gold Roll Casino - Player faces unreasonable withdrawal fees.

I made three withdrawals of 5000 euros each from the Goldroll casino, but from every withdrawal, 175 euros were deducted, making a total of 525 euros. There is no mention of withdrawal-related charges in the casino's Terms and Conditions section. I tried different withdrawal options, and all had the same fee. The casino's live chat was not helpful, and left in the middle of our conversation. I have sent two emails about this issue to the casino's customer service, but I have not received a response.

Dear Sus89,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Gold Roll Casino. I have checked the Terms and Conditions and this is what I found:

4.1. DEPOSIT AND WITHDRAWAL METHODS

You may fund Your account via various payment methods available in the Cashier

We may change these payment methods when necessary and cannot guarantee that all payment options will be available at all times. We also have the right to accept or refuse payment methods depending on whether they fulfil certain conditions.

Payment fees may from time to time be applied on transactions depending on the chosen payment method, bank, card issuer and country of the bank.

Could you please advise which payment methods you used for your withdrawals?

Could you kindly specify what was the reply of live chat when you asked them about the charges? If you have any screenshots of the conversations with customer support, please send them here.

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

I used Visa withdrawal for payments. I also tested Skrill, bank transfer and Brite payments, but they all reported that the amount of the payment is 4825 euros. The announcement is only visible at the bottom of the page for a short while, and the amount of 5,000 euros is shown in the withdrawal history. I only found out from the bank account that I only got 4825 euros. Since the casino's withdrawal limit per day is 5000 euros, I think the withdrawal fee is unreasonably high. The chat answers are attached. I haven't received an answer to my e-mails from customer service!

If the casino claims there are no withdrawal fees from its side, request a receipt for the payments of €5000 from customer support via email and then forward me their reply, please.

I got an email response and they say the same as it states on their website: Payment fees may from time to time be applied on transactions depending on the chosen payment method, bank, card issuer and country of the bank.

But they wont tell which payment methods have the fee and how much it is.

Could you please forward me the emails between you and the casino? My email address is veronika.l@casino.guru. Thank you.

Dear Sus89,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.