Rooli Casino

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My account is fully verified and the payout method aswell, i even have withdrawn on there site before which worked good like usual at Dama

Stealing euro 3000 of my winnings

€450

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

Delaying or cancel my withdraw

€3,000

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

Payout 50 times less than winnings

$20,000

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...

руб.31,370

Rooli Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $3,756

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

Review this casino

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Player Rating

6.7/10 ● 9 reviews

Top reviews from our players

Redstar56

10 months ago

2/10

Vip bonuses that you get often upon request, game selection and bonuses. Withdrawal times used to be very fast, but unfortunately its not good anymore.

Live chat is extraordinarily bad. They dont answer your questions, and tell you reasons you know to be untrue just to close the case. They add and remove withdrawal options as they please, leaving us with only the slow ones. There was previously instant withdrawal, now its removed. Processing times are slow, where they used to be really good earlier. When asking about why certain withdrawal methods are removed, live chat gives different explanations each time or dodges your question.

Jamesjohan101

8/10

Been using Rooli for about 12 months, always fantastic withdrawal times. Same day if it’s during the week. Really good game selection, and they are being constantly updated. The VIP team is also really helpful. You get given your own manager and contact them through WhatsApp. Always happy to push a withdrawal through faster or give you a bonus when you're having a bad run.

Mario2332

10/10

It's the best online casino, easy deposit and very fast withdrawals, great customer service, a great offer of slots games, Bj and roulettes. A lots of deposit offers along with free spins, bonuses.The design of this website is very appealing. I've tried many platforms, and some of them seem outdated or confusing. This site looks clean, modern, and everything is so well organized. A good and comprehensive deposit system; it's nice that you can choose a convenient deposit or withdrawal method, especially if you win.

Hi Mario2332, We sincerely thank you for your feedback. Knowing you had a great experience motivates us to continue delivering excellent service. We appreciate you taking the time to let us know. Rooli Casino Reviews Team

Rooli Casino 1 year ago

Dellbell88

9/10

Good bonuses and wagering requirements are fair. Helpful customer service agents and the website is fun and vibrant. The games load well on a cell phone and don't lag

Need more games.
There is nothing else I don't like about this website or the casino itself so waiting a negative review of 150 characters is difficult. Thank you.

Hi Dellbell88, Thank you for that detailed feedback. We're so glad to hear you've had a great experience with us. In regards to the games - we offer a large variety of games, including top game providers worldwide but this does vary from country to country so this may be the restriction you're experiencing. If we're missing any particular game/game provider and you'd like to let us know which, we can advise if this is available in your country or we're always happy to look into the possibility of getting them onboard with us. Your feedback is valuable to us and appreciated. Thank you, Rooli Casino Reviews Team

Rooli Casino 1 year ago

Gablechat

1/10

They don’t let me withdraw my money. They keep rejecting it and ask me to use another method. I deposited with Crypto and they don’t let me withdraw with that method. I’ve tried many times with Bank Transfer but my account number here in Canada is only 7 numbers and their website is saying this is 11 number minimum so I can’t do anything. Nobody is helping me.

Hi @Gablechat, We have looked into this thoroughly for you, and can see that your withdrawals have been refused due to invalid format of the information you have entered upon requesting a withdrawal. I can see that our support have reached out in order to provide the correct format to correct the declines and are currently in the process of manually paying out your funds. Please keep an eye on your registered email with us for updates from the relevant team regarding your payout. Thank you for your patience and co-operation. Kind regards, Rooli Customer Service team

Rooli Casino 1 year ago

Evgeniya

10/10

I have recently registered at this casino. I liked the bonuses for the first deposits. The account was verified quickly. Support has automatically switched to the language I need.

RP87

9/10

Rooli is pretty good overall. Loads of games and when I needed to ask a question, the chat function was good. Withdrawals are lightning fast so this is a major plus point for Rooli.

The verification process in the first instance can be a best annoying but you have to do this I guess in most casinos. Once you're verified then it's all good.

Vagnernt062

10/10

Before playing on the Stellario website, I came here and saw several complaints and was worried. But I risked trying it and was surprised by the quality of service, quick solutions, and quick payment.

Snippi