HomeComplaintsRollers Casino - Player's account was closed.

Rollers Casino - Player's account was closed.

Amount: $500

Rollers Casino
Safety Index:Below average
Submitted: 20 Feb 2024 | Resolved : 25 Mar 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

8 months ago

The player from Japan had been using the initial deposit bonus when his account was suddenly closed. Despite his requests for a reason and a refund, there had been no progress for about two weeks. He had deposited $500 and received a $500 bonus, and after fulfilling about 50% of the wagering requirements, his balance had been approximately $1,100. We had contacted the casino on his behalf and had extended the complaint resolution timer twice. Eventually, the player reported that his deposit had been refunded on March 8th, resolving the issue.

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9 months ago
Translation

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.

Automatic translation:
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9 months ago

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

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9 months ago
Translation

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.

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9 months ago

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.

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9 months ago
Translation

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.

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8 months ago

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.  

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8 months ago

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.


Edited by a Casino Guru admin
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8 months ago
Translation

Thank you m(_ _)m

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

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8 months ago

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.

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8 months ago
Translation

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.

Automatic translation:
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8 months ago

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.

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8 months ago
Translation

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.

Automatic translation:
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8 months ago

Hello belbel,


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

I'll be awaiting your reply.

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8 months ago
Translation

Please consider it a solution. thank you.

Automatic translation:
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8 months ago

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

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