Complaint #16 Rolla Casino

Issues with verification customer support and payment of winnings

By Jessie W.

11 months ago

Hi, I have an account with Rolla Casino, I thought it was safe to use as I've heard amazing things about WOW casino, I was about to redeem the amount I won, (7000usd) and had to verify first, I sent all my documents/ID and for some weird reason it didn't work after showing the files are accepted and it said contact support, well I contacted support, no answer, it's a 24/7 support chat, its been a couple days I've emailed them and the company that manages them. Still no response at all I just want to verify and redeem the amount i won, can you please help me.

Disputed Casino Rolla Casino

Reason Verification issues

Amount $7000

Discussion

AskGamblers

• Support Team

11 months ago

Dear Rolla Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rolla Casino Complaint Stats

Resolved 1 / 7

Avg. Amount $8,961

Avg. Complaint Duration 4 days

Avg. Response Time 4 days

Rolla Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 1 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Rolla Casino Complaints

See all complaints for this casino

Playthrough Can Never Be Reached

On July 31st I made a deposit on Rolla.com without a bonus. I ran wagered hundreds of dollars and when I tried to redeem at 7:48am it stated I needed to play $317.08 to redeem. I continued to play several hundred more dollars and my balance is at $341.58 at 2:59pm. I go to redeem and it says that I need to play $341.58 to redeem. The playthrough never decreases it just stays at whatever my balance is so that I cannot redeem. I am fully verified and have made several deposits with no issues. I can't get ahold of a human support agent to get any kind of help.

Unresolved

Unable to type information needed

Trying to redeem winnings and upon doing so, informed I needed to do level two of verification. After uploading documents, pop up instructed that I changed my information to match my proof of address. After multiple attempts and talking with their bot, I was basically informed that I am out of luck because Rolla doesn't have a live support and nor was there a way for me to talk to Samsub.

Unresolved

I won around 215000 sc

At the end of the year, last year. I won the Rolla vault which was around 215000 sc. They immediately took it all out of my account, and then a few days later they put it back into my account, and I could start redeeming it. Rolla has only allowed me to redeem 10000 sc per day and only on business days. I received an email from them, that on January 26th, I will no longer be eligible to redeem my sc in the state of TN. I've tried asking them to manually redeem the sc to my skrill account, as ill only be able to withdraw 30000 sc by the 26th. That leaves me with over 55,000 sc that I will not be able to redeem. They seem to have no interest in responding to me. I also just got the email yesterday from Rolla that they will be leaving the state of TN, which is understandable, but to only give a 5 days notice, which is ot sufficient in my case, to even allow me to withdraw all my sc, seems criminal. I will attach screenshots on the win and the email they sent me.

Unresolved

$55,000

Rolla will not respond

On Sept 28, I was playing at Rolla Casino and after purchasing a coin package, I won $150.

I went to redeem my winnings, and it said I had to be verified, so I went through the verification process, and it said they couldn't verify me, so I had to contact customer service.

I tried through chat, messaging, and email, and it stated in chat that someone would contact me within 13 hrs. I waited for nothing, and I waited. I was not allowed to retry verification, and I wasn't allowed to play my SC coins. I was only allowed to play my GCs.

I read a lot of reviews online that stated Rolla was not a good casino to play at, and I also read a lot of good reviews while I waited for their customer service to get back to me.

I don't know who to contact or what to do to get them to help me complete the verification process. I know the mistake I made and why they couldn't verify me, but I've since fixed the problem and am waiting with the correct documents in hand to get verified, but no one will contact me back.

I just want to get verified so I can redeem my winnings and play some more.

I like Rolla casino and I very much enjoy playing there.

Please, someone, just contact me back so we can fix this issue.

Thanks

Unresolved

$150

Refusal to pay owed winnings without valid justification

I am filing a complaint against Rolla.com, operated by MW Services Limited (Gibraltar, company reg. no. 120828), for refusing to pay $100 USD owed to me from my account.

**Account Details:**

- Username/Email: Berchia / [email protected]

- Date Registered: 5/19/2025

- Withdrawal Request Date: 6/15/2025

- Amount Owed: $100 USD

**Summary:**

I requested a withdrawal of $100 USD from my Rolla account after fulfilling all the requirements. Rolla has failed to process this payment despite repeated follow-up emails. No valid explanation has been provided for withholding my funds.

**Attempts to Resolve:**

I have contacted Rolla support multiple times, including sending a formal payment demand on Sun, Jul 06, 2025 at 11:29 AM, but have not received a satisfactory resolution. My emails have either gone unanswered or have received generic replies without addressing the actual withdrawal issue.

**Evidence:**

- Screenshot of withdrawal request

- Emails with Rolla support (including the payment demand)

**Requested Resolution:**

I request that AskGamblers assist in compelling Rolla.com (MW Services Limited) to release the full $100 owed to me without further delay. I have complied with all site rules and fulfilled any wagering or eligibility requirements. The continued withholding of funds is unjust and unacceptable.

Thank you for your assistance in resolving this matter.

Unresolved

$100

Troubles with a withdrawal

I deposited $30 nzd at Rolla casino ( based on great rating and zero complaints!!) on 9/4/2019 and managed to get the amount to $500 with playthrough rate reached.
When I tried to withdraw later that day I was receiving an error, and finally after dealing with customer care learnt on the 10/4/2019 it was due to being unable to withdraw winnings back to my creditcard.
I must say, customer service was prompt and polite, and told me I would have to use an alternative method so I choose bankwire.
I had already uploaded some documents online, awaiting verification and managed to fill in my bank details for a bank wire of $700 nzd this morning 4/11/2019 about 5am.
I had decided to start closing many of my casino accounts and try and get my gambling under control, so I had received some feedback from casino's saying that my accounts had been closed.
Remembering I had recently opened an account with Genesis, I contacted livechat around 10am via their website to see if I could get my account closed.
William here was helpful and efficient and said it was self-exclusion I needed to do in order not to be able to gamble there or at any affiliate sites.
I asked him is "Rolla Casino" an affiliate of yours because I currently have a pending withdrawal. He answered by listing a number of casino's and did not state "Rolla Casino".
So I told him to go ahead with the self exclusion.
Later on a received an email from Genesis Casino saying my exclusion was complete and I actually sent an email of thanks at the efficiency of the process.
However, shortly after I received this email from Rolla:
Klara (Rolla.com), Apr 11, 00:48 CEST

Hi (XXXXX),
Thank you for your reply.
I can see on the account that you have applied a self-exclusion that is set permanently.
Therefore, there seems to be no further need to verify the account.

For any further questions, please do not hesitate to contact us again via chat or email.
I now wish you a good night.
Kind regards,
Klara
Customer Care

#1: I had been wanting to withdraw monies from Rolla since 9/04/2019 but couldn't
#2: I withdrew before any self-exclusion was in place. 11/04/2019 around 5am.
#3: Super- nice ( tricky) William knew I had a pending withdrawal at an "affiliate site" and blatantly deceived me into self-excluding, even though all I really wanted to do is close my account fullstop.
I am no longer able to access my accounts for records or logs, but you will 100% see through my emails and livechats, #3 is just next level shady!!
Kind thanks. Hope something can be sorted

Resolved

$700