ROLR Casino - Japanese player's withdrawal has been delayed.

Hello, I made initial deposit of $551 and claimed the 300% bonus on Dec 24. I played slot games. Fortunately, I got $5500 with real funds. On the same day, canceled the bonus and made withdrawal request of 4000.Their daily withdrawal limit is $4000.

They don't need KYC. But I sent my documents just in case.

They boast that almost all of the withdrawal is processed within one hour. 

It has already passed 10 days. But they don't move. Their last response was on December 30th. The following is their reply.

on Dec 26

"We have your withdrawal request and it will be processed soon, there is a large number in the queue. I know you are eager to receive the funds and I will email you as soon as it has passed the checks."

on Dec 30

"We regret the inconvenience caused by the delay. Due to a significant increase in withdrawal requests recently, our processing times have extended. Rest assured, we will attend to your request at the earliest opportunity."

Dear ryosyou,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I received my money. It's OK.

Thank you.

Hello ryosyou,

We recognize that experiencing delays in withdrawals can be quite bothersome, and we sincerely apologize for any inconvenience caused. The unexpected surge in transaction volumes at the close of 2023 caught us off guard, and the situation was further complicated by the holiday season, during which many of our staff were on leave. We deeply regret these delays and assure you that we are committed to implementing measures to avoid such occurrences in the future. Please be assured that throughout this period, your funds remained completely secure, and we managed to handle the situation without requiring any additional KYC procedures. We are grateful for your patience and understanding.

Warm regards,

ROLR Team

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ryosyou, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru