HomeComplaintsRooCasino - Player’s struggling to withdraw her winnings.

RooCasino - Player’s struggling to withdraw her winnings.

Amount: A$1,000

RooCasino
Safety Index:Low
Submitted: 25 Apr 2020 | Case closed : 12 May 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Australia is experiencing difficulties withdrawing her winnings as the bank card, which has been used for the deposits, is expired. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago

I have been trying to withdraw my winnings. I have supplied all of requirements, but they want the credit card I used the first time. That account is no longer active and I don’t have it any more. Please help

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4 years ago

Dear Cheryl,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you tried to contact the casino regarding this issue? Did you receive any advice from their side? Please forward any relevant communication to petronela.k@casino.guru. Do you still have any documentation related to the inactive bank account? I hope we will be able to help you to receive your deposit bonus as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

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4 years ago

Dear Cheryl,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.


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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.


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