Rooli Casino - Player faces withdrawal issues and demands documentation.

I registered at this casino, claimed the bonus, and completed the rollover. I managed to reach R$5,200 in bets and made a profit of R$600. However, they refuse to process my withdrawal. They requested a ton of documents, including bank and residential proof. I find this utterly ridiculous. When making a deposit, they don't ask for any of that, do they? This just confirms that this casino, like Ice Casino and Sol Casino, are scammers and deceivers. They also manipulate the games to make us lose.

Dear Jozanctba,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Even though I sent them all my documents, bank statement, proof of residence, selfie photo holding document, they canceled 4 withdrawal requests, I'll send the prints to prove it, but I know it will come to nothing, nothing strange coming from scam casinos out there.

Hi Jozanctba,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

Thank you.

Dear Jozanctba,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.