Rock N Rolla Casino - Player’s account has been closed and is struggling to withdraw winnings.

Hello, I hope you can help me with the rocknrolla casino issue. I played at the casino at the end of March and requested a withdrawal of around 9mbtc. I was asked to sent the documents which I did and everything was ok. However after several days I received an email from them:

Hi jondirf, 

We are not able to proceed with the verification of your account as our security team has discovered improper use of a bonus code. In this case, the bonus code, all Terms, Conditions, and offers, are from a direct affiliate program, which your account was not registered through. It is against our Terms and Conditions to obtain and or use bonus codes illegitimately and therefore we must close this account.

I sent them an email back explaining I found the code on the lcb.org site, I clicked on the code and after I was directed to their website I entered the code and was given the deposit bonus. I haven't done anything illegal and everything was fine. However, they closed my account and did not reply after that. Hopefully you could help me out so we could have a conversation with them.

So once again, the code was from the lab.org forum, I was directed to their website and at this point there was nothing wrong that I could have done. I made a deposit and received the bonus.

Another thing is there is nothing told about what they are talking about in the terms and conditions. They say: "It is against our Terms and Conditions to obtain and or use bonus codes illegitimately and therefore we must close this account." Their terms and conditions do not say that. But this is not even important because I don't even imagine how one can obtain a bonus code illegitimately. That is how I get all the codes for the casinos, I look through various affiliate sites and when I see something that's suits me I register there and use the code. I believe that is how most of the players do with all the casinos.

At this point it seems that they simply did not want to pay out and sent some random nonsense excuse. I hope you will contact them and we see what they tell you. Because the worst thing with such casinos is they simply stop replying and they ghost you.

Dear jondirfor,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rock N Rolla Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you found the deposit bonus through https://lcb.org/casinos/rocknrolla-casino , casino review section?
• Is the identical bonus code still accessible on their website?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Include the email with the accusations against you you are referring to in your post.

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

Best regards,

Tomas

Thank you for your reply. I remember I found the code somewhere on the lcb.org forum. I might have found it on some other casino review forum but I think it was on lcb.

I am not sure if the code is still accessible as my account has been closed. However, I have a screenshot where the code is visible after I entered it in the "bonus code" section. I have attached the screenshot.

I forwarded the emails with the casino, there is not a lot of them as they stopped replying.

Let me know if you need anything else.

Thank you very much, jondirfor, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello jondirfor,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello jondirfor,

I believe it was not your fault and our policy is that if the casino gives you the bonus, it is your bonus, especially in cases where the deposit is needed.

Unfortunately, the casino didn't respond to this complaint, and therefore we have no other option but to close the case as unresolved.

I am very sorry that we were unable to help you more.

Still, you can contact the regulator. Here you can find the information on how to do it:

https://casino.guru/licensing-authorities/curacao-license-4

Please let me know if you contact the regulator.

Thanks

Either way thank you for your help. I will try to contact the regulator.

Thank you very much for the confirmation.

I will mark this complaint now with the status: waiting for regulator's decision.

Please reopen the complaint when the regulator decides or if the casino contacts you.

Dear jondirfor,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello,

unfortunately I did not contact the regulator, I just gave up. I know that is not a good thing and that is the way the casinos are stealing the money from us but it just costs a lot of emotions going through all of it. I don't know what is happening but lately I somehow end up with the casinos that are either completely scams or dishonest ones and the complaints do not help me out as they are unresolved even though the casinos have pretty good ratings.

Dear jondirfor,

Usually when the player does not follow the instructions and does not contact the regulator, we close the complaint in favor of the casino.

In this case, however, we have enough information and we can decide based on the information you provided. Therefore, we are closing this complaint as unresolved with the status: against fair gambling codex.

We can only hope that the casino will reopen this complaint in the future and solve it. We do not believe that you did anything wrong by using the code which was 100% working and you found it on the LCB website.