The player from Germany had won €6810 at Rooli Casino but faced issues with verifying her account via a requested Skype call. Despite proposing suitable times for the call, the casino kept asking for later slots, causing delays. Her account was deactivated, and she feared losing her winnings. After extensive communication and a verification call, the issue was resolved, and she received her full winnings, including €1930 from one bonus and €4880 from another. The Complaints Team marked the case as resolved following her confirmation of the payout.
Rooli Casino - Player is experiencing difficulties with scheduling her Skype call.
Amount: €6,810
Rooli Casino
Safety Index:Above averageSafety Index
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7.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Ladies and Gentlemen
I was very lucky at Rooli Casino and won a total of 6810 euros with two bonuses. Unfortunately, my joy at winning didn't last long.
After I had submitted my documents for verification and placed the order for my winnings to be paid out, unfortunately nothing happened except for an email from the casino saying that I had to verify myself again via a Skype video call.
I responded to the email immediately and asked if they could arrange a conversation with me in German, as my English is not the best. They seemed to be making an effort and said they were looking into finding a German-speaking employee for the conversation. I then suggested a time to hold the video conversation.
Since your time is two hours behind mine, I made sure it fit into your time frame. However, you then sent me another email in which you asked me to give you a later time. Since that wasn't possible for me, I suggested the same time for the next day, but you sent me another email and asked me to give you a later time. So we haven't had a Skype conversation yet.
Your office hours are between 6 a.m. and 2 p.m. and I tried twice to make the appointment for 9 a.m. That would be 7 a.m. for you and would fit into your schedule. So I don't understand why my time suggestions are always rejected. I am currently on vacation and cannot make this Skype call any later than 9 a.m.
I would be back home in mid-August, but I wanted to do it now because I was afraid that if I did it too late, I might lose all my winnings.
I would really appreciate better communication and to be able to participate in this Skype conversation to prove that I played fair and honest and to finally be able to close this problem.
I would be happy if you could help me with this matter.
Since I can no longer log into my account because they deactivated it, I no longer know my username and have entered my email address there instead.
Best regards
Daria K.
Edited by a Casino Guru admin
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3 months ago
Dear Ninosch,
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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Has the casino provided you with additional time slots to schedule your verification call?
Have you explained to the casino customer support your situation with the current vacation?
Do I understand correctly that you successfully finished wagering your bonuses and your account was suspended only after you requested a withdrawal?
Could you please specify which bonuses you took? Kindly send me the screenshots or links to the bonuses you played with.
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,
Veronika
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3 months ago
Translation
Hello, thank you for your answer.
I informed the casino again today that I am on vacation.
Their time zone is 2 hours behind mine. Their office hours are from 6 a.m. to 2 p.m. But I tried to explain to them that I can only make phone calls at 9 a.m. and not later.
That would be 7 a.m. in their time zone. I suggested this time twice on two different days and both times I got the answer whether I could have the conversation later. However, I was not given an exact time.
I have now written them another email explaining that I will be coming home from vacation on Sunday and would like to receive a suggested time for a Skype call on Monday, August 12th. I would be flexible on that day and could contact them at any time. I hope that they will respond quickly and send me a time.
Exactly, I played with the bonus and won. Then I requested a withdrawal and submitted my documents for account verification.
When I wanted to check my account again to see if the verification was successful, I could no longer log in because my account had been deactivated.
Regarding the bonuses, I will send you another message later today as I need some time for that. I have to go through the emails to do that, they should say what I paid for which bonuses. Should I send you screenshots of these emails?
Thank you in advance for your efforts.
Best regards
NINOSCH
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3 months ago
Thank you for the information. Has the casino customer support found a date and time that would be suitable for you after you return from your vacation?
Please forward me the promotional emails as well as all the communication between you and the casino customer support that could be relevant to the investigation of your complaint at veronika.l@casino.guru.
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3 months ago
Translation
Hello,
I forgot to write to you about the bonuses.
I played with the welcome bonuses and there were 5 bonuses. I used each one and deposited.
1. BONUS deposit 500€ without winning
2. BONUS deposit 500€ without winning
3rd BONUS deposit 400€ 1930€ won.
4. BONUS deposit 400€ without winning
5. BONUS Deposit 500€ 4880€ profit
In total, I deposited €2300 into the casino.
In fact, I wrote to them again asking them to send me a time for Monday, August 12th, so that the Skype call could finally work out. I told them that I was flexible on that day.
First you sent a reply in which you said that I had to give you a time. Unfortunately, that didn't work twice, so I wrote again more explicitly that I insisted that you give me a time.
That worked. I have a meeting with them on August 12th at 12pm and I hope that everything works out and they pay me my winnings.
Kind regards
Ninosch
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3 months ago
Translation
I have now sent you two emails with the corresponding chat histories between the casino and me.
Once the deposit history and once the history due to account deactivation.
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3 months ago
Thank you for your emails. Did you have the verification call with the casino? How did it go? Have you received any results from the call yet?
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3 months ago
Translation
Hello,
I was on vacation and despite long correspondence with Rooli Casino, nothing was moving forward.
Then I couldn't believe my luck when I was able to make an appointment with the casino after all. Unfortunately, everything turned out differently. I caught a bad bout of flu on vacation and when I got home a day later, it started. I had a high fever for five days and I felt so bad that I couldn't get out of bed. Unfortunately, I had to cancel the appointment with the casino and they answered me immediately and seemed to understand my situation. That calmed me down and I told them that I would get in touch for another appointment as soon as I was back to normal.
I wrote to Rooli Casino on August 17th to say that I could have a Skype conversation starting this week, as I was finally feeling better. I suggested today for this. However, the only response I got to my email was that my data would be forwarded to the data protection officer. They said they would send me the data as soon as possible.
Then I didn't hear from them for two days and wrote again yesterday to ask if a Skype conversation was possible today. So far I haven't received a reply and I'll write to them again today and try to request another appointment until it works.
So that's the current situation. Unfortunately, I couldn't avoid getting sick, otherwise the topic might already be over. I hope for your understanding and still hope that this matter will be resolved soon.
Kind regards
Ninosch
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3 months ago
Translation
I had a Skype conversation with Rooli Casino yesterday on August 20th, 2024 and am now waiting for the result from the casino, which will inform me in writing via email.
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3 months ago
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Hello,
Rooli Casino contacted me again by email and confirmed that my winnings would now be paid out. However, they requested my bank details because the payout I requested at the time was not successful for technical reasons. They now want to make the payout manually.
I have sent my data to the casino and of course hope that a payout will take place as soon as possible.
Kind regards
Ninosch
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2 months ago
Thank you for letting me know. I'm glad to hear that your verification was at last successful.
Regarding your withdrawal request, did you provide the necessary information to the casino? What was their reply?
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2 months ago
Translation
Hello,
Rooli Casino paid out part of my winnings yesterday. This is the €1930 I won with the 3rd bonus.
I am still waiting for the payout of my 5th bonus win of €4880.
Best regards
Ninosch
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2 months ago
Translation
Dear Guru Team
I wanted to let you know that things finally worked out with Rooli Casino and I have now received my full winnings.
A big thank you to you for your cooperation in clarifying this case.
Kind regards
Ninosch
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2 months ago
Dear Ninosch,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
