Complaint #4 Rolldorado Casino

Account verification issue and blocked money

By Slavista

6 months ago

Dear AskGamblers Team,

I’m reaching out for assistance regarding an issue with Rolldorado Casino.

On November 1st, I created an account and made a BTC deposit, intending to start betting. Shortly after, I found that betting was not possible, so I contacted customer support. I was informed that my account had been suspended for administrative reasons and that I needed to complete verification.

The identity verification went through without any problems. On November 2nd, I immediately submitted the requested proof of deposit screenshots via live chat. Since then, nothing has progressed — every time I reach out, I’m simply told to wait.

To speed things up, I also uploaded the proof of deposit directly to my account profile on the website. However, it was rejected, even though all the required details were clearly visible. The support team confirmed this, but once again told me that I have to wait.

It has now been over 10 days, even though the casino claims that document verification is completed within 24 hours. This situation has become quite frustrating, and I find the lack of communication unacceptable.

If I’m not allowed to use my account for betting, I kindly request a refund of my deposit (0.0026 BTC).

Thank you very much for your time and assistance.

Best regards,

Disputed Casino Rolldorado Casino

Reason Verification issues

Amount $273

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Slavista

• 4 reviews

6 months ago

Hello,

i recieved money. Thanks everything for help.

Rolldorado Casino

• Representative

6 months ago

Dear all,

Please note that the player has been in communication with our team, and all feedback provided has been taken into account. The player has already requested a withdrawal, and the funds were processed and paid very recently on our end, which completes our obligation to the player.

The player should receive the funds shortly. If they have not yet appeared, please be aware that it may take up to 5 business days for the payment to reflect in the receiving bank account, depending on the banking institution. The important point is that the funds have been successfully released from our side following the completion of the verification process.

We would also like to confirm that all necessary actions were taken in accordance with our Terms and Conditions, and therefore we consider this case resolved, as the player has been verified and has cashed out their funds already.

Best regards,
Rolldorado Casino

Slavista

• 4 reviews

6 months ago

In profile i saw few minutes ago, im fully verified. When i try to do withdrawal i got logged out and now its saying my account is disabled. Your chat support saying, im going to my deposit back and someone contact me. Help me, please, do things faster. Its 13 days already while you blocking my money on your site, even without playing there.

Rolldorado Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $154

Avg. Complaint Duration 3 days

Avg. Response Time 1 day

Rolldorado Casino Complaints

See all complaints for this casino

Unjustified delay of my withdrawal

I would like to file a complaint regarding Rolldorado Casino and the unjustified delay of my withdrawal.

I registered on the platform after seeing a promotion offering a 50 PLN free bet for correctly predicting a Champions League match result. I won 430 PLN from this free bet.

In order to withdraw my winnings, I was required to make a deposit and wager it once. I deposited 80 PLN and fulfilled the wagering requirement. After playing, my total balance increased to 680 PLN.

I requested a withdrawal on April 19 via Skrill.

Since then, the casino has repeatedly delayed the process by requesting verification documents. I have already submitted proof of identity, proof of deposit, and source of funds documentation

All documents have been provided multiple times, and no specific issue has been identified by the casino. Despite this, I continue to receive the same generic responses asking for documents I have already submitted.

This behavior appears to be a deliberate delay tactic to avoid processing my withdrawal.

I am requesting immediate completion of the verification process, approval and payment of my withdrawal (680 PLN)

I am fully cooperative and have complied with all requirements. I believe the casino is acting in bad faith by unnecessarily prolonging the process.

I am ready to provide all supporting evidence (emails, screenshots, transaction confirmations).

Thank you for your assistance.

Rejected

zł680

No funds in the account from the deposit paid

Yesterday at 21:08 I made a deposit at rolldorado casino using my Skrill account for the amount of PLN 130. To date, the funds have not been credited to my casino balance, despite immediately reporting the matter to customer service and providing proof of payment. As everyone using Skrill knows, such deposits are instant. And I can understand that they may have some problem with the system, due to which the deposit was not credited automatically. But I think the priority in such a situation should be to check and do it manually. Apparently, the casino has other priorities than providing its customers with their deposited funds.

Resolved

zł130