Rock N Rolla Casino - Player's winnings reduced and account blocked despite verification.

Hello!

i played 2 deposit bonuses on Rocknrolla without any luck. so i deposit for the 3rd deposit bonus. I have better luck on that bonus and wager the hole bonus. when i had 1 spinn remaning off the wager i had the ammount off 109000uBTC (3990Usd) after that spinn my ammount changed to 54,789.82uBTC (1896 usd) i ask the chatt why? and they told me that they had a maxwin on that bonus for the amount of 50000uBTC. i had read all the terms of the bonus and there is nothing about a maxwin in there rules. i contakt the chat again and ask them where i can find the rules they refer to on there site. the answear i get is followin from the chatt "We are saying here, that this is the current maximum payout. i am not able to clerify any further for you as that is what this bonus is set to"

so they confirm its not in the rules.

i feel that this was wrong but i dont want to be a problem for the casino becouse i had 1896usd in uBTC left on the account. i made a withdraw on that money, after that they asked my to send in pictures for verifacation. i send them all the pictures they asked for. it was passport, adress and a selfie with a paper when i had written the date on. after that i didnt heard anything so i asked the chat why its taking that time and they answear that they working on it. yesterday i recived a mail and i think that i finely should get my withdraw. this is what they write to me.... " 

Hi Swara, 

Unfortunately, our KYC & AML team have informed me that they are not able to verify your account with us and that we must close it down. Per company policy, we will allow you to withdraw your most recent deposit which in this case is 4,988.04 uBTC. We have set your balance to this amount now, please make a new withdrawal request and we will process it as soon as possible. 

this is after i send them all the documents they asked for. i have not doing anything wrong and if they told me that they need more pictures to verify my account i should send them more pictures. but they never asked fore that before they took this decision.

So first they took 2000usd then they took 2000usd more for absolutly no reeson. i am totaly sad and have no idea what i should do to get my money back. I hope that you can help me to solve this problem for me. 

i have printscreen pictures and emails to confirm this if you need it.

Hello swaramo90,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rock N Rolla Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when did you register into the casino? Why couldn't you finish the verification process, did the casino specify that? How much did you deposit there in total? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I register 01/11. they ask me for documents 1 time and after they send me that answer.

I deposit 3 time 5000uBTC.

last time i ask why steal money first 50 000uBTC(19-2000dollar) and later steal more 55 000uBTC(19-2000dollar) and they answer this.

Hi Swara, 

Regarding the bonus, the system will automatically set the player's balance to the maximum payout once it has been exceeded, so this is why you've seen this balance change. 

Unfortunately, as mentioned above, after conducting due diligence the KYC and AML team has decided not to proceed with verifying your account with us at this time. As per company policy, we will allow you to withdraw your most recent deposit in full, so please feel welcome to make this withdrawal request at your earliest convenience and it will be processed. 

my account still open, not closed like i think befor

Casino.guru what is happning?

Thank you swaramo90 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Do you have any new information for me?

Hello swaramo90,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rock N Rolla Casino to join the conversation and participate in the resolution of this complaint.

Dear Rock N Rolla Casino,

Can you please provide more details about the player's situation? Additionally, could you clarify which terms and conditions were used to limit their winnings and explain why their entire balance was confiscated?

Thank you.

Kind regards,

Tomas

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.

Casino not anser when you contact them casino.guru?

Dear swaramo90,

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.

There is one more possible way you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and use a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed.

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

Best regards,

Tomas

Casino.Guru