The player from Russia had deposited 250usdt and won 800usdt. When he had tried to withdraw his winnings, the casino had requested KYC verification and subsequently blocked his account, accusing him of abuse. The casino had justified their actions by stating that the player's country was on their list of restricted territories and had suspected him of fraudulent activities. The player had countered that Russia was not a restricted country when he registered and had claimed he had proof of the casino allowing the use of VPN to bypass geo-restrictions. We had attempted to gather more information from the player, but he had not responded to our queries. Thus, we had no choice but to reject the complaint due to the lack of response from the player.
ROLR Casino - Player’s withdrawal was blocked and the account closed.
Amount: 800 ₮
ROLR Casino
Safety Index:Very lowPlayer stopped responding
REJECTED
Case summary
Hello, I have made deposit of 250 usdt. Had some lucky bets and got 800 usdt. Made withdrawal request of 800 usdt. I have waited for 2 days and got KYC request. I wrote to the support to find out details as they have been promoting themselves as anonymous, no KYC casino. In the end they have said to me that my account is permanently blocked, because of abusing. I have played only with my real money in live casino, and a little bit slots. I had no successful withdrawal before. Let’s invite casino representative here
Dear Fayzer,
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. Could you please advise when exactly you created the account and how many days it was active?
Did the casino provide a clear explanation of the "abuse" you allegedly committed, according to them? 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
Hello Fayzer,
Thank you for reaching out to us. We sincerely acknowledge your concerns. From the information you've provided, it seems there might be some crucial details missing.
To clarify, the country you're playing from is on our list of restricted territories for using ROLR's services. This is clearly outlined in our Terms of Service. We also highlight the measures in place for players who, despite these restrictions, find a way to access and utilize our services from such regions.
Additionally, you mentioned that you "Had some lucky bets and got 800 usdt". However, it's clear that betting the entire deposited amount on the initial roulette spin is an uncommon practice among casual players but is a behavior often associated with those employing the opposite betting strategy, a strategy we believe you are well acquainted with. Our responsible department, in conjunction with a representative from Pragmatic Play, meticulously reviewed your wagers. It appears that multiple accounts, including yours, originating from the same IP address, engaged in numerous opposite bets during the same roulette rounds you participated in. Regrettably, this marks the third instance of a violation of our Terms of Service.
ROLR stands as a pinnacle among private casinos worldwide. We typically do not require document verification for 99% of our players; however, in cases of fraudulent activity, we reserve the right to suspend your account. Such deceptive practices not only harm the integrity of our casino but also undermine the enjoyment of other players. We remain unwavering in our commitment to preserving ROLR as a sanctuary for players, no matter the challenges we face.
We understand that this experience may not have been enjoyable for you, and we sincerely apologize for any inconvenience it may have caused. We highly value your decision to bring this matter to public attention, and we'd like to clarify a few key points for anyone reading this complain.
ROLR is the World's Private Casino, and we do not require the need for KYC verification. However, it's essential to emphasize that we have a zero-tolerance policy for any form of fraud or misconduct.
Best Regards,
ROLR Team
About restriction zone. When i first registered russia was no in restricted countries. Then you added it to the list. Moreover i have screenshot where your support says that it is ok to use vpn to avoid such geo-restrictions. ROLR casino do you want me to share this screenshot with Casino Guru?
Hello everyone,
Thank you both for your replies.
Fayzer, could you please clarify when exactly you registered at this casino? Were you using a VPN to alter your location at that point? Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
