Zahlt nicht aus

Hallo.

Ich habe am 20.04.2024 eine Auszahlung getätigt, die seit dem im Progress befindet.

Bei einer Anfrage des Livechat wurde mir gesagt, dass die Zahlung genehmigt wurde und das Problem bei den Banken liegt.

Wenn das Geld nach 10 Tagen nicht auf meinem Konto sein, soll ich den Livechat erneut Kontaktieren.

Dieses habe ich getan und mir wurde mitgeteilt, dass mein Fall dem Finanzmanagement eingereicht wurde und ich mich noch kurz gedulden soll.

Was könnt ihr raten?

Zuvor gab es keine Auszahlungsprobleme

Habe keine E-Mail, dass die Auszahlung genehmigt wurde bekommen.

Eine Email zum Support ist nicht durchstellbar.

Danke

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,

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