Rooli Casino - Hráč se snaží vybrat své výhry.

hi ,

i have been using this website for quite a while now.

but for last few weeks i have been only depositing where i tried to withdraw the money once before but they asked for documents. I did submit the documents and everything was verified but later on it was again rejected withdrawal and they again asked for more documents so i thought i will just try to play some more.

i lost all my money but now yesterday i got a big win about 12k aud and i have been trying 50 times to withdraw where i have contacted live support. Submitted documents where the agent also said that its all good to be withdrawn now and then i was curiously waiting and next day they again declined my withdrawal and again asked for more documents.

Dear Pala262k,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have not made any successful withdrawals before?
• Could you please advise which documents you have already provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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 kristina,

i have submitted all my identification like driver license, bank statement, utility bills, passport, and even the transaction they asked for. I have involved my own bank as well to help me and they did give the document they asked and still my withdrawals has been cancelled. I have never been able to withdraw. Not even once even though i have tried multiple time.

Thank you for your reply, Pala262k. Did you accumulate your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear Pala262k,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.