Rooli Casino - Player's account has been blocked after withdrawal attempt.

I joined rooli and after about $100 of small deposits i won $200 and withdrew $200 and was surprised by the fast withdrawal time of under 1 day. But after further deposits and an attempt to withdraw a small amount of $90. I was asked for multiple verifications that were already verified. And now my account has been disabled and i get no response from the customer service email.

Dear SkinnyWinz,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rooli Casino.

I can see that according to the casino representative, the account closure seems to be temporary and the casino intends to pay you out.

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 the 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, please, let us know and we will intervene and try to help you. 

If however, you learn of any developments that are hampering your withdrawal, please let us know and we'll intervene sooner.

Best regards,

Tomas

Thanks for your prompt reply and action.

I understand this, i will wait 14 days in the future before making a complaint.

I can confirm i am kyc verified etc, it was the customer service response and eventual no response which seemed odd. The representative could have atleast let me know what you just told me.

Appreciate you

Cheers

Phil

I will set the timer for an additional 6 days to allow the casino two full weeks to process the payment. If there’s no development by Wednesday, we will intervene. Let’s stay positive and hope for some good news regarding your withdrawal. Thank you in advance for your patience.

Cool, sounds good.

The only response i have had in the past 6 days is:

"be patient, we are manually processing your withdrawal"

No reasoning behind whatever issue it is or why they have disabled my account.

Heres to hoping

Thanks again

Phil

Dear SkinnyWinz,

Has there been any update regarding your withdrawal?

I'll wait for any news from you.

Hi there,

I have emailed and asked for an update but no reply and i have not received any money from them. Account is still disabled.

Cheers

Phil

Thank you very much, SkinnyWinz, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, SkinnyWinz!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

They have contacted me and said they have completed the payment to my account and enabled my account again. No payment has showed as of yet. Will update in 2 or 3 days on whether it shows.

Cheers

Update

No money in account, feel like theyve strung me along all this time and even saying they have but definately have not got any payment. Terrible

Hello, SkinnyWinz!

I have received the information that the withdrawal has been processed one the 5th of April. However, I was advised that if you have not still received your withdrawal, you may contact the casino support and they will assist you.

Ok i will try that.

Still nothing received and they are making it very difficult. I have never had any problems before.

Its been a long time for it still not to have been resolved by them.

Appreciate your help will keep you updated

SkinnyWinz, hi! Has there been any progress with your funds? Have you contacted the casino?

Dear SkinnyWinz,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.