Rooli Casino - Player's withdrawal is delayed due to virtual card issues.

I have accidentally used my virtual credit card for deposit, and it couldn’t pass the account verification and they keep asking for the statement of the bank account( I have all the screenshots) and I even got my bank involved and told my bank and tried requesting this type of document for that virtual card. Eventually my bank say they couldn’t do so as it is a virtual card n doesn’t have statement on it. I kept talking to the casino online representative and one of them helped me out yesterday say I can upload the screenshot of the virtual card, I did n it has a ✔️ which means ok, but today when I check again it got rejected. I couldn’t withdraw all my winnings and it keep getting pending. I’m so lost 😞

Dear Lynn990,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your virtual credit card seems to be the only issue? Have you provided any other documents and have they all been approved?

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,

Kristina

I have provided my identification and other documents just the virtual card. I have contacted my bank since last week. And my bank try to help me out by all means.

In their Rooli website they say they accept screenshots

But when I talk to them they say no

Now they had send me a email saying that my account is fully verified and I probably would wait for them to approve and transfer my withdrawal

Thank you for your reply, Lynn990. I am happy to hear that your account has been verified. Let's give it a few more days. Hopefully, you will receive the withdrawal soon. Please keep me updated.

I’m still waiting for the withdrawal, it’s confirmed on 27 may

Dear Lynn990,

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.

Apparently they have did the transaction and I have received the money for the time being

Dear Lynn990,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru