Rouge Casino - Player's account has been blocked.

I deposited in this casino numerous times .. I verified my account with my UK passport .. as soon as I tried to withdraw it said can take from 7-21 days 2 months later still nothing I emailed them used their live chat all I got back was finance team are busy be patient.. tried to log into my account today it’s been blocked.. getting no response from emails and live chat said they can’t deal .. I asked for receipts of deposits made was told to contact my bank .. this is near impossible as I use other sites so that’s why my bank asked for them to send receipts of all transactions made .. I’ve contacted caraque gambling commission to report as there is no license number for this site .. need advise on what to do next .. as I don’t want them to get away with this

regards

graham

Dear Graham,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus, please?

Do I understand correctly that the casino has not provided any explanation regarding your blocked account?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Hi thanks for your response.. no I’ve never made any withdrawals before but have deposited whilst withdrawal was still pending of course deposits were excepted but as soon as you win they use every trick in there t&c not to pay out

ive contacted casino many times over why it’s taking so long for withdrawal at first reponle was it’s with the finance team you will have to be patient.. the more I complained they didn’t even bother answering my emails .. then after 2 months and 1 week of waiting they finally .. no response no explanation just blocked my account.. my winnings were from a bonus but played this through .. I’m fed up with these sites people who gamble can spend thousands on these sites hoping for that big win only for these sites to not pay out .. to me and many others in same situation feels literally like you have been mugged and money stolen only for them to hide behind the small print in their t&c s .. I for one will not give up until these sites are shut down

Thank you very much Graham for your reply. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Graham,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rouge Casino to the conversation and to aid in the resolution of this complaint.

Dear Rouge Casino,

Can you please clarify the reason for blocking the player's account?

Kind regards,

Adam

Hi can someone please tell me if rouge casino just keep ignoring emails .. what action can I take quite clearly this casino isn’t even legal .. and why do they get away with stealing peoples money .. I’ve tried contacting gambling commission over this .. just seems as this casino is outside uk regulations there is nothing I can do about it

Hello Graham,

We have not received a response so far.

Unfortunately, Rouge Casino operates without any official license, so there is no Licensing Authority to turn to if they will not cooperate.

So what can I do to get this casino closed down .. so I report them to the police .. I’ve tried contacting them through live chat and just get to to be patient all the time and support will get back to me .. also surely if they have no license I’m entitled to all my deposits back .. are the game providers allowed to operate through a casino with no license?

thanks graham

Hello Graham,

To answer your question, the laws regarding operating online casinos vary depending on the country. Some countries do not require operators to obtain a license and they can therefore operate freely.

Freely but not illegally .. seems they don’t pay out any winnings.. and surely the games providers must have a say on what sites using their games and are they using them lawfully

Hello Graham,

Thank you for the update.

Unfortunately, we have still had no response from the casino. I will attempt to contact them one more time.

We would like to ask Rouge 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Graham,

I tried to contact the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, I’m afraid there is not much that can be done without cooperation from them.

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

I wish I could be of more help.

Kind regards,

Adam