HomeComplaintsRooli Casino - Player's account is closed and winnings are confiscated.

Rooli Casino - Player's account is closed and winnings are confiscated.

Black points: 795

Amount: €1,850

Rooli Casino
Submitted: 14 Feb 2025 | Unresolved : 17 Mar 2025
Unresolved Our verdict

No reaction

UNRESOLVED

Case summary

The player from Germany requested a withdrawal of €1,850 after winning but faced an account blockage, with support citing responsible gambling policies and denying the payout. He sought a fair resolution as he refused to accept a refund of his smaller deposits instead of his winnings. The Complaints Team attempted to resolve the issue by contacting the casino for clarification but received no response from them. Consequently, the complaint was marked as "unresolved," and the player was advised to reach out to the Curaçao Gaming Control Board for further assistance.

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Translation

Hello,


I created an account with Rooli and played. I won and requested a withdrawal of €1850. I also uploaded the documents for verification immediately.


Now my account has been blocked and I am being denied a payout. Support refers to their responsible gambling policy and wants to keep my winnings.

Instead of paying out, you want to refund my deposits. However, I refuse this because I did not deposit anywhere near the amount that I won.


I also tried to find a compromise, but the casino doesn't move an inch.


I trusted that it was a reputable casino that was fair and transparent. However, I don't feel like I'm being treated fairly at all.


Such behavior is absolutely questionable from an established and licensed casino.


I would like to reach an agreement here that is fair and where I get paid out my winnings.


Thanks.


Automatic translation:
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Dear timsstorylp,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re facing with Rooli and the frustrating experience you've had with your withdrawal.

I see that you've already forwarded relevant communication, which is very helpful.

  • To move forward with this case, could you clarify whether you ever mentioned having a gambling problem or engaged in any conversation regarding responsible gambling when interacting with the casino? This information could shed light on why they’ve referenced their responsible gambling policy in this case.

Your cooperation is essential for us to proceed and try to resolve this matter fairly. The more details we have, the better we can assist in finding a suitable solution for you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while we investigate further after your reply. Thank you in advance for your reply and cooperation.

Best regards,

Petronela



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Translation

Hello,


I don't remember having had such conversations with the casino.


Best regards.


Thanks.

Automatic translation:
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Hi timsstorylp,

Thank you for your response.

Since you mentioned not remembering any conversations with the casino regarding responsible gambling, I’ll need to look further into why they referred to their responsible gambling policy. To help clarify the situation, could you let me know if you are currently self-excluded or have self-excluded from any other casinos? This might provide some additional context for the casino’s decision and help us understand the situation better.

Thank you again for your understanding, and I look forward to hearing from you.


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Translation

Hello,


I have already logged out of other casinos or had my account deleted.


I think I took a break for a year in another casino in 2024.


Thank you.

Automatic translation:
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Thank you very much, timsstorylp, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.


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Dear timsstorylp,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rooli Casino's representatives to join this discussion and provide any available information to help resolve this issue.


Dear Rooli Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?


Thank you in advance for your response!


Best Regards,

Kubo

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We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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Translation

Hello,


I request an update.


Thanks.

Automatic translation:
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Dear timsstorylp,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.


In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.


Best Regards,

Kubo

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