Rollers Casino - Player's account was closed.

While using the initial deposit bonus, my account was suddenly shut down. When I asked for a reason, I was told they could not provide one. I've contacted them requesting a refund, but there's been no progress in about two weeks. Please assist me further. Thank you.

Dear belbel,

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 understand the whole situation completely. When exactly did you create your account? Could you please clarify the dispute value ($500)?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

I think I created an account around January 30th of this year.

I deposited $500 using Vega Wallet. There were three places where I deposited $500 on the same day, so I have attached one of them. If I'm wrong, I'll send you the remaining two.

Communication regarding KYC and transfer details remains via email.

I don't know if KYC has been completed as I have not received any notification.

Thank you for your reply, belbel. Could you please clarify how much money you had in your casino account at the time it was blocked?

Furthermore, I still haven't received the communication between you and the casino. Please forward it to me so that we can proceed with this complaint.

I used the 100% first deposit bonus and deposited $500 and received a $500 bonus. I think I probably had about $1,100 after I had fulfilled about 50% of the wagering requirements. I can't check it because I can't log into my account right now.

Thank you very much, belbel, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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 belbel,

I am so sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rollers Casino representative to join this conversation and participate in resolving this complaint.

Dear Rollers Casino,

Could you state why the player's account got blocked?

Thank you in advance for providing the information.

Thank you m(_ _)m

I'm grateful that a site like this exists (^o^)

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.

I chatted with him earlier, but he asked me to wait a little longer because it's already been a month and he's busy. I also asked casinoguru for a reply, but it's a translation so it might not be conveyed well.

Hello belbel,

I have contacted the casino representative outside of the complaint thread. I will extend the timer by an additional seven days as I am waiting for the response.

Your patience is much appreciated.

The virtual currency was refunded on March 8th. I didn't receive any contact after making the deposit, so I think the deposit was probably from Rollers Casino. Sorry for the late reply.

Hello belbel,

Do I understand the situation correctly that your issue has been resolved?

I'll be awaiting your reply.

Please consider it a solution. thank you.

Dear belbel,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan, Casino.Guru