Complaint #3 Rooli Casino

Payout 50 times less than winnings

By Anton

2 years ago

Hello dear Askgamblers community!

A very unpleasant situation has arisen with this casino.
On May 31, I made a deposit and won 32,000 rubles.
I made a withdrawal request and was not worried, since there had been no problems with payments before.
I received a letter that my payment was approved and soon the payment arrived in litecoins... 630 rubles...
At the same time, the status of the transaction on the website is completed.
I wrote to support and explained the whole situation. I was told that a request had been submitted to the payment system.
Once every 2 days I asked the website if there was any progress in the case, and each time I was told that there was no new information.
It seems that no one is looking into my issue.
I haven’t been able to receive my winnings for 8 days and I don’t think this is normal...

Disputed Casino Rooli Casino

Reason Declined payment

Amount руб.31370

Discussion

AskGamblers

• Support Team

2 years 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.

stilet666

• Russia • 8 reviews

2 years ago

Hello Askgamblers and The Rooli Team!

I hereby confirm that the casino has paid my winnings in full.
In my opinion, 21 days to solve the problem is unacceptable, but I have no financial complaints.

Thanks everyone and good luck!

AskGamblers

• Support Team

2 years ago

Dear @stilet666,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Rooli Casino

• Representative

2 years ago

Dear STILET666,

We are pleased to inform you that your query has been resolved, and the requested amount has been paid in full.

We hope to see you back at our casino soon for more exciting jackpots!

Kind regards,
The Rooli Team

Rooli Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $3,756

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Rooli Casino Complaint Summary

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

So far, 3 out of 3 complaints in this category have been resolved.

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

Rooli Casino Complaints

See all complaints for this casino

Closed My Account After 3536 Win With No Explanation Provided

Dear AskGamblers Team,

I am submitting this complaint against Rooli Casino due to what I believe is an unfair and potentially unethical closure of my account.

After depositing and playing fairly on the platform, I won a total of €3,536. I promptly submitted all required documents and successfully completed the account verification process. However, shortly after verifying my account, Rooli Casino closed my account without any explanation.

I contacted their live chat and followed up via email, but their support team has refused to provide any clear reason for the closure. I have not violated any terms and conditions, and all of my gameplay was legitimate.

This situation is extremely frustrating and concerning, especially since it involves a significant amount of legitimately won money. I believe I am being unfairly denied access to both my account and my rightful winnings.

I respectfully ask AskGamblers to assist in mediating this issue and to help me recover my €3,536 in winnings from Rooli Casino.

Thank you for your attention and support.

Sincerely,

Resolved

Delaying my money and My account is fully verified and the payout method as well

My withdraw is delayed since 8 days on a payout method that normaly only takes some hours to be processed.
The support tells me everyday that this is normal procedure, because they have so many withdraws to process.
My choosen method should take maximum 3 days as stated in there terms of service.
My account is fully verified and the payout method aswell, i even have withdrawn on there site before which worked good like usual at Dama

Resolved

€450

Stealing euro 3000 of my winnings

I am writing to formally lodge a complaint against Rooli Casino regarding the unjust withholding of my winnings and what I believe to be unfair and non-transparent treatment.

I recently won over €3,000 while playing at Rooli Casino. Shortly after, my account was suspended without warning or explanation, and I was told that I would need to complete a verification process to proceed with my withdrawal.

I fully complied and submitted all requested documents, including:

Government-issued ID

Proof of address

Payment method verification

Any additional KYC documents they requested

After submitting everything, I was informed that I still cannot access my winnings, and the casino refuses to release the funds or provide any valid reason for this decision.

What is particularly concerning is that Rooli Casino pressured me to submit extensive personal information, including sensitive documents, and then refused to assist me, despite confirming receipt of all necessary verification materials. This feels exploitative and potentially abusive of data protection and consumer trust.

To date, I have received no clear explanation for:

Why my account was closed

Why my verified identity and account remain blocked

Why my legitimate winnings are being withheld

This situation is deeply frustrating and feels like a breach of fair gaming practices and possibly GDPR rights, as I am not even being granted meaningful access to information about how or why my account is allegedly in breach of anything.

I kindly request that you:

Intervene to help ensure my rightful winnings are paid out.

Help me obtain a full and transparent explanation from Rooli Casino.

Investigate whether their conduct violates any relevant licensing conditions or data protection laws.

I have attached all relevant documentation, including copies of submitted KYC documents, communications with the casino, and screenshots of my account and can send more if needed.

Thank you in advance for your assistance. I look forward to your support in helping to resolve this matter fairly.

Kind regards,

Norway

Resolved

€3,000

Delaying or cancel my withdraw

I’ve won over 20 000 $ CAN playing on Rooli Casino on the 13 of september. I’ve deposited many times with crypto and 2 times with my credit card.

I verified my account, all documents were approved. I tried to withdraw with crypto but they refused to pay me
Saying this :

Due to our anti-money laundering policy, we have to process withdrawals via the same payment method which you used for the deposit you gained your winnings with, unless this method is not available for withdrawals.

They then asked me to withdraw with interac many times and i told them i can’t.
I’ve tried again with bank account but they keep rejecting it.

They now sent me a file to give my bank details, which I did many times and they say payment will be done, but they closed my account temporarily.

I want to resolve this, since I was a new customer, never withdraw before and never used a bonus.
Also we see the bank transfer was approved and then cancelled. I did nothing wrong

Thank you for your help

Resolved

$20,000