Rooli Casino - Player’s account has been closed and withdrawal is pending.

Hello

I have held an account with Rooli since at least September of this year. My account is fully verified and I have submitted all KYC documents requested. On 30th of October I deposited 0.150768 ethereum for a 50% matched bonus, and I was fortunate enough to complete the wagering requirement and made a withdrawal request of 0.34817 Ethereum.

My withdrawal has remained pending. I have contacted the website several times, and the only response I have received is that the withdrawal is with the processing department.

Today I have discovered that the website has now disabled my account and they are not responding to my emails. I would be grateful to casinoguru with assistance in resolving the matter.

Dear waikika,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Tomas

the balance was accumulated via slot games. Prior to wagering I checked that the games I played were games that were eligible for the bonus - they were.

i shall forward you the email chains of Rooli casino

thank you

Thanks for your emails.

From my point of view, the casino seems to intend to process the withdrawal based on the provided communication.

Have you received any updates or the withdrawal of your winnings since your last post?

Please let me know.

Hi Tomas,

I submitted the withdrawal request on the 31st of October. Each time I go on livechat they tell me to wait. They have not asked for any further information and will give no further updates. From my perspective it has been well over 2 weeks and it feels they have no intention to pay.

what would your advice be here? As your site recommends 14 days before opening a dispute, I have done this but they continue to delay. Do I wait another 2 weeks?

thank you

Hi

withdrawal has just now been received. Thanks for your help

Dear waikika,

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, 

Tomas

Casino.Guru