The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn't been received yet. The player reported that their withdrawal was initially canceled without explanation, which forced them to request a second withdrawal via bank transfer. After the issue was brought to the attention of the Complaints Team, the player received their money. The Complaints Team had since marked the complaint as resolved.
Rooli Casino - Player believes that their withdrawal has been delayed.
Amount: €150
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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7 months ago
Rooli Casino is not paying out my winnings.
Submitted already 2 times a withdrawal, normal bank transfer and now they tell me that my bank"got" problems.
Never happened that the bank got problems with a normal bank transfer.
Support won't help me and is not replying to my e-mails for 5 days already.
In the casino, the withdrawal is stated as in progress since the 25th of April and is not changing the state.
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7 months ago
Dear Matex0,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
Not yet, the other withdrawal got canceled without any proper reason so I tried it again today, after they forced me to use Bank Transfer a second time
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7 months ago
Thank you for your reply, Matex0. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
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7 months ago
Received the money after forth and back. I did not have to do something else; I just worked after the case here went online. Magic 🙂
Thanks for your help!
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7 months ago
Dear Matex0,
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,
Kristina
Casino.Guru
