The player from the United States had utilized a 300% bonus offer and won approximately $1000. He had encountered issues when he requested a withdrawal and was informed about a 10x maximum limit on withdrawals due to the use of a welcome bonus. His balance had not been adjusted accordingly and his withdrawal transactions were not processed. Despite multiple attempts to contact support, he had received no responses. After our intervention, the issue had been successfully resolved with the casino reaching out to the player and transferring his winnings.
ROLR Casino - Player’s withdrawal and balance adjustment have been delayed.
Amount: $500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
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10 months ago
I made initial deposit of approximately $60 and used a 300% bonus offer. I won approximately $500 and requested withdrawal. Waited 10 hours and withdrawal did not come through. I cancelled the withdrawal. I played more slots and won another $500 to have a total balance of approximately $1000. Requested withdrawal. Support notified me that there was a 10X initial deposit maximum that could be withdrew because I used welcome bonus. I was told my balance would be adjusted. Balance was never adjusted and no transactions were processed. I contacted support and was told they had to contact payment provider because problems with first withdraw transaction showing completed when it was cancelled. Waited over 24 hours and multiple unanswered e-mails and no change in balance or processed transactions.
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10 months ago
Dear locoryan,
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.
When you canceled your withdrawal request for the first time, was the money returned to your casino account?
Did you receive any confirmation that your first withdrawal request was canceled?
Could you please advise when you last communicated with customer support regarding this problem?
Please forward any relevant communication between you and the casino regarding the canceled withdrawal request and the balance adjustment to veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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10 months ago
they reached out to me and transferred the money. i am good to go. thank you for your help.
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10 months ago
Dear locoryan,
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,
Veronika
Casino.Guru
