The player from Germany had faced a delay in her payout despite successful verification. She had waited since April 1st for her €1320 payout and had been repeatedly advised by the casino's customer support to be patient. The Complaints Team had intervened and contacted the casino for a resolution. The player confirmed later that she had received her funds. The issue had thus been successfully resolved.
Rooli Casino - Delay in player's winnings payout.
Amount: €1,730
Rooli Casino
Safety Index:Above averageSafety Index
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7.5
Rooli Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello, I've been given the runaround for weeks and my winnings have not been paid out. I've contacted customer support so many times, but they always ask me to be patient. My verification was successful, but still my payout hasn't been made. I really need help
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8 months ago
Dear Michi1540099,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
- Do I understand correctly that your payment is still pending inside the account without being processed?
- Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
Hello and I'm glad that I'm getting help. I've been waiting for my payout since April 1st, I'm always put off and told to be patient. There are now 1320 euros outstanding and nothing has happened, I ask support every 2 days about my payout, but it's always the same, I should be patient, I thought it was a nice casino
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8 months ago
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I took a screenshot of everything and the verification was quick.
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8 months ago
Thank you very much, Michi1540099, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Dear Michi1540099,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Rooli Casino representative to join this conversation.
Dear Rooli Casino, could you please provide more information about this case?
Looking forward to your reply.
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Translation
Hello, I received my money.
You are a great team, thank you very much
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7 months ago
Thank you, Michi1540099, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
