Rooli Casino - Player's withdrawal is delayed due to issues with KYC documentation.

I registered with Rooli casino made a $100 Interac Etransfer deposit and claimed first deposit bonus 100% match(May 14 2024) After successfully completing the wagering requirements i requested a withdraw of $1000 and submitted the required KYC documentation. After.

Multiple rejections of proof of payment document Saying it does not meet their requirements.It is a virtual money money account.I showed them statements proof of transaction Even provided direct deposit form with photo of virtual credit card used.

I canceled my withdrawal may 16 2024 and made a credit card deposit of $20 from a different creditcard with a different financial institution and 1hour later sent $30 interac etransfer(same account as $20 CC deposit)

And provided documentation for that account that has been accepted at multiple other casinos. They also.

Rejected it and claimed They only need documents from my original deposit May 14 2024 Which I have sent screenshots and printed off.Statements with all their required details and they will just not move forward with the withdrawal

Dear msheeler86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Did the casino justify or explain what information was missing from the proof of your original deposit?

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

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

Best regards,

Tomas

I have forwarded you emails to the provided email address. And what I submitted to the casino for my k. YC verification shouldn't was statements with proof of payment coming out, but they wanted certain information to be on. The documentation, the only way for me to obtain that is to wait till the end of the month where I can get a monthly statement. But I have showed them previous monthly statements. And I have showed them the transaction that came out of my account. It just so happens. I can't get a custom made document from them to provide to the casino. I am aware of the importance of k.Y c see as I have A bit of experience with casinos and passing k.YC.

But for some reason they keep giving me the same email saying, what I need to provide to them.And I did that and it has been approved by other casinos also

In one email I think I forward you a chat Transcript from the casino and when I mentioned being an act of reviewer of online casinos with you guys.They basically shut down the conversation

Balance for withdrawl pending 1800$ now

$1500 sorry

I checked the email you sent, including the statement you provided to the casino, however, I can see no deposits from May, only April

When it comes to verifying a virtual card, have you been advised to provide a video of you accessing your bank application, showing the card is associated with your bank account?

Is this a valid solution for you?

All i have is android phone,by video accessing virtual account do you mean screen recording?i can easily screen record accessing it and scrolling through transactions,showing account information etc,no problem on both my virtual accounts used for depositing

Thats where my complications come in,to ha e my name with account information displayed with the deposit transaction i would need a monthly statement which unfortunately i cant provide till june where mymay statement would be availible

I can only view this mo ths transactions through website or app but doesnt have account information or name on it

Yes, that is what we would suggest. If you are in contact with the casino via email, attempt to verify this way, and let us know about the result.

Updated withdrawl amount $3000 CAD

Thank you very much, msheeler86, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Appreciate your help thanks

Dear msheeler86, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact Rooli Casino outside this complaint thread and let you know any new information once I receive it.

Thank you Katarina

Hopefully it will be resolved. Iwill have no problem leaving a good review,recommending them to family and friends and continue depositing myself with Rolli

I recieved my withdrawal from Rolli casino

Thank you Tomas and Katarina for your assistance,i will be submitting a review shorty

Thank you, msheeler86, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.