Rooli Casino Complaints
Rooli Casino Complaint Stats
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
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My account is fully verified and the payout method aswell, i even have withdrawn on there site before which worked good like usual at Dama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
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
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
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...
Resolved