The player from Austria successfully withdrew 1700 euros initially but faced complications with a second payout of 980 euros after being asked for ID verification. Despite providing the necessary documents, he encounters further inquiries about his financial capability to play, and now has no access to live support on the site.
Rooli Casino - Player's withdrawal is delayed and support has been blocked.
Amount: €980
Rooli Casino
Safety Index:Above averageSafety Index
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7.9
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Current status
Waiting for Casino Guru to reply
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Case summary
22 hours ago
Public
Public
yesterday
Translation
The first payout of 1700 euros was there in 5 minutes. For the second payout of 980, they wanted ID, etc. I sent everything, went to the registration office, and got an address. Then the question came up as to how I could afford to play, simply because I also work in the event service (building facades, loading and unloading trucks). Please help, as the site has already blocked live support, even though I got along well with them. Thank you. Regards, Philipp Nabicht
Automatic translation:
Public
Complaint Specialist
Public
22 hours ago
Dear Philipp1423,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with the withdrawal process at the casino. To better understand your situation and assist you effectively, I would like to ask you a few questions:
- What specific documentation did you provide for the second payout?
- Have you submitted any documents to the casino as your source of funds? If so, have these documents been reviewed by the relevant department?
- Could you clarify what information was requested regarding your ability to play (e.g., proof of income, bank statements)?
- Since the live support is blocked, have you tried reaching out to customer support through other channels, such as email? If so, when was the last time the casino communicated with you?
- What types of games did you play?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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