Rooli Casino - Player’s winnings have been delayed.

I requested a withdrawal of R$ 3000.00 on 07/29/24, and as of today (07/30/24), I have not received the amount in my account. My account is verified, and the casino claims that the deposit has been made, and I just need to wait (however, they refuse to send the deposit receipt). Don’t play at this casino. Deposits are instant, but when it comes to paying, they don't pay.

Hello iksonilambio,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rooli Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

My account was verified before the withdrawal was requested. The amount earned was in cash (not bonuses) and the withdrawal request was made on July 19th, not July 29th. It's been more than 10 days since I requested the withdrawal and I still haven't received it.

Hello iksonilambio,

As the recommended 14 days period is now over, can you please advise what's the status of your withdrawal?

My withdrawal is in In Process status. However, it's been in this status since July 20th and so far (August 7th) I haven't received my money in my account. When I speak to the casino, they say they are speeding up the payment. But they don't give a time frame and refuse to provide proof of transfer.

Hello, I'd like to know how the process is going. Have you contacted the casino?

Thank you iksonilambio for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello iksonilambio,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Rooli Casino to join the conversation.

Dear Rooli Casino,

I would appreciate it if you could provide clarification regarding the delay in the player's withdrawal. Additionally, could you share an estimated timeframe for when the player can expect to receive their funds?

Hi Fabio,

We see that your case was resolved yesterday, as confirmed to you in an email from our support team yesterday.

It looks like the delays were due to the payment getting stuck with the provider and needed to be rolled back.

We're happy to see you have since rerequested your withdrawals and they were successfully paid out.

Thank you for your patience and cooperation,

Rooli Customer Support Team

Thank you for the update, Rooli Casino Team. I'm glad the situation has been resolved.

Dear iksonilambio,

According to the response from the Rooli Casino Team, it appears that you have received your winnings. Could you kindly confirm this so we can proceed to consider your complaint as resolved?

Yes, I received my winnings. However, it was thanks to the help of Guru Casinos. That's why I think Rooli's rating should be downgraded.

Dear iksonilambio,

I am pleased to hear that you have received your winnings. I acknowledge that the circumstances surrounding this matter were less than ideal, and it is reasonable to expect that withdrawals should be processed promptly, ideally on the same day. However, various factors can impede this process. As the Rooli team has indicated, the delay was caused by the payment being held up with the provider, necessitating a rollback. Consequently, although the casino initiated the payment, it had to be reprocessed due to circumstances beyond the casino's direct control. While it may not appear so, your payment was reprocessed in a relatively timely manner, as we have observed that similar situations can sometimes take even several months to resolve.

Once again, I recognize that your experience was not optimal, but we believe it is unjust to hold the casino accountable for issues that are not directly within their control. I hope that, upon considering the entire situation, you can appreciate our perspective. It is of course up to you if you continue to be a customer of Rooli Casino or if you try your luck elsewhere, but as your winnings have been successfully paid to you, I trust you agree with me that your complaint was resolved. Can I proceed to close your complaint as resolved?

Yes, the complaint can be closed.

Dear iksonilambio,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru