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

Dear @Memortn,

The AskGamblers Complaint Team kindly asks you to clarify the total amount of the disputed payment/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

The total amount is 450@

Dear Rooli 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.

Hi Memortn,

I have looked into this thoroughly for you and I firstly apologise for the time it's taken to handle your query and cashout.

Unfortunately it was flagged and escalated to be looked into as your winnings originated from a bonus '2nd Deposit Bonus' which has a minimum deposit requirement of 30 EUR to be eligible. Your deposit was 20 EUR and so, the bonus was added by support in error.

As per our terms, '7.5 If the Casino mistakenly credits your Player Account with a bonus or winnings that do not belong to you, whether due to a technical issue, error in the paytables, human error or otherwise, the amount and/or the winnings from such bonus will remain the Casino property and will be deducted from your Player Account. '

We apologise for any inconvenience and have left your deposit amount in your balance.

Thank you for your patience and cooperation,
Rooli Casino Reviews Team

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rooli Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.