The player from Nova Scotia had a withdrawal of $2500 canceled multiple times. After requesting a manual withdrawal and providing his bank info, the player didn't receive confirmation of the withdrawal for several days. We attempted to gather more information and clarify the situation by asking several questions, but the player stopped responding. As a result, the complaint was ultimately closed as rejected.
Rooli Casino - Player’s withdrawal and response are both delayed.
Amount: Can$2,500
Rooli Casino
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
I recently requested a withdrawal of $2500 ot kept being cancelled via bank transfer . After a lot of back and forth trying to get it they then suspended My account and were going to provide me with a manual withdrawal and asked for my bank info to do so. It's been 7 days and no one will answer the question of where the withdrawal is
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5 months ago
Dear Md2022,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please advise if your account has been fully verified?
- When was the last time you were informed about the status of your withdrawal?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Looking forward to hearing from you.
Best regards,
Tomas
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5 months ago
Thanks for your emails.
Please allow me to ask you a few more questions:
- Do I understand correctly your account has been only temporarily suspended?
- Have you received any particular explanation as to why your account has been blocked?
- Have you received any explanation as to why the casino refers to your cashout as a refund?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
You can reply here or to my email at tomas@casino.guru
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5 months ago
Dear Md2022,
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.
