The player from Germany had deposited 79 Euros via bank transfer to Rooli casino on 31st January. After the deposit, his account had been blocked. Despite multiple requests for a refund and the submission of necessary documents, the player had not received his money back after 1.5 months. The player wasn't asked to complete any KYC process. This had been his third deposit at the casino. We had requested evidence of the withheld deposit and contacted Rooli Casino for their response. However, the casino did not respond within the given timeframe. As a result, we had marked the complaint as 'unresolved', which may have negatively affected the casino's rating. We had advised the player to contact the Cura?ao Antillephone N.V. for further assistance.
Rooli Casino - Player's deposit is held after account closure.
Amount: €79
Rooli Casino
Safety Index:HighPlayer stopped responding
REJECTED
Case summary
Hello, I made a deposit of 79 Euros to the specified casino, Rooli, on 31.01.2023. This was done via bank transfer. After the deposit was completed, my account was blocked. Consequently, I haven't used a single cent of the deposited amount to play. Despite repeated requests and the submission of the transfer receipt and the refund overview by the required date of my account, I still haven't received my refund of 79 Euros. This deposit is now 1.5 months in the past. I'm slowly losing my patience and I don't know what to do next. Even though it's "only" about 79 Euros, it's the principle that matters. Essentially, I have been unlawfully scammed, without even having had a chance to play using the money. I cannot understand why this amount hasn't been promptly refunded once my account was deactivated. After all, I have no way of accessing this amount or my account. I would appreciate any assistance in resolving this matter and I strongly advise against using such sites! I simply want my 79 Euros refunded.
Best regards,
Daniel
Dear danieltraw,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you were requested to complete the KYC process before the refund can be processed?
- Was it your first deposit to this casino?
If there’s any relevant communication, please forward it to [email protected] along with your payment receipt.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
I have not completed any KYC process. And wasn't asked to do so. Only deposited with bank. The third time. Unfortunately, I was banned from all Dama NV casinos. As a result, I find it difficult to access my accounts.
It's also difficult for me to come across as if the repayment simply isn't being answered because you're always comforted when you ask. After all, it's been 1.5 months now.
It was only the third deposit and the account was subsequently blocked and I did not receive the deposit back, unfortunately.
Best regards and thank you for the quick response!
Hi danieltraw,
Could you please forward a payment receipt for your withheld deposit along with any relevant communication? My email address is [email protected].
Thank you.
I have sent the relevant sales receipts to the email.
Hi danieltraw,
Am I correct in understanding that you receive your bank statements every three months? If so, would it be possible for you to request a bank statement covering the period from February 15th to the present? Having this statement would provide solid evidence that your withheld deposit has not yet been returned to you.
Thank you very much.
No problem, I'll see to it that I send you the requested extract directly by email.
Thank you very much
Thank you very much, danieltraw, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello there,
Thank you danieltraw for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Rooli Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive a refund.
Thank you!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Cura?ao Antillephone N.V. ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
We’ve reopened this complaint at the request of Rooli Casino. We received the following message:
Hi CasinoGuru & danieltraw,
Firstly, I'd like to apologise that this was not followed up.
I am personally going through all closed cases to ensure any negative experience our players reported were handled appropriately - regardless of time elapsed.
In regards to your case, i've reviewed this thoroughly for you and can confirm that your deposit was manually paid out to you on 23/04/2024.
We apologise for the time taken to credit the deposit - as I can see the reason for the delay is because when escalated to the payment provider they insisted the deposit was unsuccessful until we provided the receipt of payments you provided. Unfortunately at times we are at the mercy of the provider's confirmations and response times.
I see on 11/04/2024 you contacted our live chat support who advised you the refund was pending the confirmation of your bank details which are required for the manual payout to be processed - to which you provided on 11/04/2024 and the request was created for the payout to be done.
As mentioned, the refund via manual payout was processed on 23/04/2024.
Nonetheless, I can completely agree that we could have handled this better across the board.
We definitely apologise for this and hope the matter can be resolved on the basis that the missing deposit was indeed credited and refunded to you.
We remain at your disposal to answer any further questions or concerns and hopefully we can have this case amicably resolved.
Thank you again for your patience and cooperation,
Rooli Casino Reviews Team
Dear danieltraw, can you confirm you have received the refund? Thank you in advance!
Dear danieltraw,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Peter
www.kpvfaw.com
