A player from Switzerland deposited $400 and received a bonus. Despite placing bets and increasing balance to $3k, the wager remained at 0%. The casino declined the player's request to cancel the bonus and withdraw the real money, effectively leaving the player unable to cash out. Since the player lost all his balance, we had to reject the complaint.
ROLR Casino - Player’s winnings remain locked due to unmovable wagering requirement.
Amount: $1,800
ROLR Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
11 months ago
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11 months ago
I did a deposit of 400 bucks and got a bonus of 1.2. I was lucky and got up to a 3k balance. and I did about 2k bets between the amounbt of 2-5 USD wich doesnt really matter. The point is even with all this bets the wager was on 0%. I asked the casino why it is like that,. They couldnt really answer wich is not my point. later I asked them if I can cancel the bonus and withdraw the real money. (wich ofcourse is great cause 3k- 1.22k bonus balanceis a profit of 1.8k. They clearly said now to me. So I hade 0% wager and no chance to payout my winnings. I asked customer support again about my probelm with wagering the bonus. they told me that I should tell my problem with this email adress: team@rolr.io. Ofcourse they didnt answer me after 24 hours and the wagering time was about to end So I just accepted it that I will not get that money anways and I just played to 0. My peak balance was 4.8k. I also got a video where the customer service clearly told me that I cant withdraw my money with the active bonus. I cant put it here - errro mesagge. just tell me where I should send it
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11 months ago
Dear nsL71234,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with ROLR Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you kindly send me the link to the bonus you activated? Please bear in mind that each bonus has specific wagering requirements and it is quite common that not all the available games contribute to the wagering requirements. Could you please specify what types of games did you play with the active bonus?
Do I understand correctly that your current balance is now zero? Have you gambled away all your money? If that is the case, then, unfortunately, we will not be able to help you with your problem.
Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
why cant you help me?
The customer service lied to me, thats why I gambled the money away.
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11 months ago
I understand your frustration. However, since you lost all your money, we are not able to confront the casino. If you experience any problem with a game or anything unclear with a bonus, we recommend you stop playing and immediately contact customer service or our forum.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
