Rouge Casino - Player’s complaining about overall casino experience.

This is nothing more than a scam as others have said.

registered wagered - no issues. Became apparent that the games had to be fixed. Patterns in card hands and hand after hand dealer had 20s, if he got a 5, it was a 6 followed by a ten. I’d get blackjack so would be, I’d double a 10/11 and get 2/3/4/5, on the occasion I got 18/19/20 he beat me. This was over weeks of play.

slots similar, win £30 the. Go from £200 down to £0 with not a bonus round.

ok suddenly my account shows verified, didn’t think anything but I’d sent no id or nothing to them. I check my details today and my DOB is wrong by a long way. Contacted them and they said well you must have sent in your licence or passport, I said NO.

this morning I get a message saying daily dep limit hit after about £300 maybe. I go back couple of hours later and allows deposits again. I question this and they say they don’t set limits they don’t offer it. Pointed out as a responsible operator they have to to protect players time and £ used online. Told it’s the player’s responsibility not theirs and they don’t offer any controls. On the base of their website it points out responsible gambling and states they have a range of tools to help players, seems they don’t think it’s important.

So as I’m not a verified player (I’ve asked for a copy of the ID they’ve used to "verify" my account but nothing yet. On top of this the details are incorrect, had my ID been checked with the account details it would have highlighted DOB and age error but nothing. So I’m unverified, no KYC and the £0000s wagered they had no source of funds, no ID and they have never contacted about levels of deposits or controlling online spends.

complete disregard for players and don’t want to take any blame. With the levels of spend at times it should have flagged up and alerted them, they failed and just took the money. They have no way of confirming my identity and could be an underage individual using illicit funds which they have a duty to check.

ID and verifying is in their T&Cs and they haven’t followed it. Responsible gambling tools are promoted on their site, but not offered. The cheeky t**t from support said to me please send in your documents for verification as without these any withdraw would likely fail. So they are happy to take money without ID but try and cash out and they f**k you over. Not responsible for an operator to allow a non verified player to deposit £1000s in a few hours

C***S. horrible horrible form have just bled me dry and left with no saving or nothing . What can I do, I understand their licence may be an issue but anything else? Fraudulently scamming my kids money.

Dear mnc5799wm5,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).

Have you set up any deposit limits in your account or requested them from casino support? Please understand that limits or affordability checks are not required by every Licensing Authority and since you have opted for a casino that operates without any valid license, it is close to impossible to negotiate and try to help you.

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

Hi Petronela

I understand RTP and that’s not my issue really.

It states on their website that the tools are available- deposit limits etc in line with responsible gambling, but there are no tools on their website and they confirmed by email yesterday that they do not offer them.

they do have a licence showing but understand from reading bits it’s not valid so is nothing more than a fraudulent claim on their part.

more so that they are saying my identity has been validated when it hasn’t and as such they allowed deposits from an unverified player who’s details are incorrect and haven’t carried out a KYC check

Thank you, mnc5799wm5, for your reply. I'm sure you have checked our review for this specific casino already.

As you can see from all of the information, Rouge Casino is a bad online casino. We don't recommend playing at it and strongly advise you to stay away from it.

Additionally, please understand that responsible tools (such as deposit or loss limits) are not mandatory for casinos. Could you please advise if you have requested your account to be closed or the self-exclusion to be applied?

Morning.

they told me I was verified to which I’ve said I can’t be I’ve not sent any docs.

I’ve asked for proof of the doc and it’s never arrived.

they now tell me it’s an error and I must not be verified but it’s my responsibility not theirs to verify my ID. They keep requesting the docs now for KYC but I’ve declined, they have basically told me they can’t look into any refunds till I send the documents.

they says it’s my responsibility to verify not theirs and you can deposit as much as you like unverified but need to verify to withdraw 😏. As I have not sent docs and verified my account cannot be considered verified (although 12 hours later it still is)

if I don’t send the documents not I’m causing an obstruction for the necessity of verifying the account. I haven’t sent any documents although it’s almost blackmail to say they can’t help, look into or consider a refund with them

Do I understand correctly that you request a refund based on a missing license, or due to a false advertisement of deposit limits?

Neither of those points. To clarify also your point - it’s not a missing licence it’s no licence being held and the fact that the one they have listed on their site is fake and it misleads people into believing it’s a legitimate casino.

1. no KYC has been completed. Originally said it was verified and they had documents but I have requested copies as I sent having done this. They have yet to supply as I expected.
2. DOB on details is wrong
3. as no copy of my licence has been provided by rogue I standby that I cannot be verified.
4. KYC has not been done in line with AML and to ensure that compliance this should have been completed, if not completed then suspend account. ID verification would have failed given dob discrepancy.
5. Only this week have they asked to see the verification docs which have not been supplied and been blackmailed into supplying.
6. no age has been verified meaning a minor could be playing and breaking the law.
7. payments made to the casino as deposit do not land with rouge casino and land with fictitious company’s globally.
8. the balance, once you have deposited, still shows £0 meaning the credits that appear on the account are Monopoly money as your currency does land there.
9. unverified players can deposit €10,000 plus with ID or funds checks which is in breach of their T&Cs and could allow anyone to use funds for which no proof of earning has been provided
10. unlawfully obtaining money by posing as a legitimate operator using a false licence from a country which I’m led to believe they shouldn’t operate in.
11. The chat operators openly lie to you. One conversation it’s "hi im buttery (yes really) how can I help" I ask him to refer to previous conversation for details and told he can’t see any details of previous chats so told to explain. Having done this exact thing earlier I know buttery was just salty and lying to me. The conversation later confirmed buttery was a dishonest man
12. allowed a minor to register on the site and deposit and play as they failed to complete the KYC check
13. terms state under responsible gambling they provide all the tools to support players in lauding deposit limits, play breaks, exclusion etc, yet there are no tools within the site to reflect this and their operator confirms that they do not offer this service.

So now they tell me again that the accounts verified. Initially was then wasn’t and now it is again. Best bit is, due to the details on my profile on their site being wrong this would mean if they had had ID the account would have verified due to mismatch on details.

Not according to them, you verify yourself so it’s your responsibility and your fault. I’m just lost at how incompetent they are, I explained that’s not how verifying works as there would be absolutely no benefit in doing it. Like trying to board a plane and security saying they need to verify passports if everyone can check their own and move on. Still waiting for and not received the document that verified the account.

Now bless them they have closed my account and balance held. No answers on chat other than "sent to relevant department we will update by email" "you have been informed" over and over. Chats get cut off, can’t escalate anything, please be patient, blah blah.

Suspicious activity on account, won’t say what but I rejected their request to send ID docs in, but then told today it’s verified and doc will be sent from relevant department. I stated the suspect activity isn’t that all deposits haven’t gone to a rouge casino account and sent to multiple companies worldwide. After every deposit the account balance column reads £0 on history, so deposit money then balance shows figure deposited, money appears in an account in nigeria. Balance figure is nothing more than Monopoly money and depletes to £0.

In the event that the balance goes from say £50 to £1000, as with other posts you’ll never actually withdraw that money so matters nothing. The companies that the money gets sent don’t exist if googled so it’s likely sent, sent back in crypto then used.

Just on licences theirs states the licence number (fake) and where it goes on to say who issued it it’s blank. Why on earth these are still able to operate after so many complaints is crazy. Get the website closed and all linked accounts in Uzbekistan Mexico and Azerbaijan plus more, frozen.

And for all those reasons this casino holds a 3.7/10 rating on our website. I understand your frustration and point of view but we can't fix all those problems. The only recommendation would be to stay away from this casino. Could you please advise how much is your active balance and how much is being held by the casino?

Dear mnc5799wm5,

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.

Apologies, yes I’ve stopped using them. Just short of £6000

Do I understand correctly that there's still £6000 inside your casino account at this time? Is your account accessible and are you able to complete the KYC verification to have your winnings paid, please?

Unfortunately so yes. I have emailed numerous times as they have asked but not one reply.

they closed the account, won’t tell me any detail just I’ll be emailed with decision which has gone on weeks now.

live chat just cut the conversation midway.

im lost now, they won’t open account to withdraw, live chat are not talking and the email address doesn’t respond.

So I can’t access, they say it’s verified so I’m lost what to do next.

Thank you very much, mnc5799wm5, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Rouge Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello mnc5799wm5,

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

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

Dear Rouge Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

Dear mnc5799wm5,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

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 mnc5799wm5,

I have tried to contact the casino repeatedly but had no success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I am sorry I could not be of more help.

Best regards,

Adam