Roll88 Casino - Вывод средств игроком аннулируется, и деньги удерживаются.

I am filing a complaint against Roll88 Casino regarding withheld funds and

a withdrawal that was cancelled after being marked "successful" multiple times.

THE ISSUE:

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1. I requested a withdrawal from my Roll88 account via Thai bank transfer.

2. The withdrawal was marked as "SUCCESSFUL" THREE SEPARATE TIMES by the

casino support.

3. This morning, the withdrawal was suddenly CANCELLED without any clear

explanation.

4. On support they just told me : "The system is currently checking your

gameplay".

5. I am now unable to make any new withdrawal requests due to a "system error"

that blocks all withdrawal functions.

6. Customer support has been responding with the same generic, copy-pasted

message repeatedly, without addressing my specific situation or providing

any concrete reason for the cancellation.

WHAT I REQUEST:

---------------

1. Immediate release and payment of my withheld funds to my registered Thai

bank account.

2. A written, specific explanation citing which exact Terms and Conditions

clause I allegedly violated (if any).

3. Restoration of my withdrawal functionality if no violation is found.

TIMELINE:

---------

- First withdrawal marked "successful": 1.6.2026 1:19 AM

- Second withdrawal marked "successful": 1.6.2026 2:18 AM

- Third withdrawal marked "successful": 1.6.2026 4:30 AM

- Withdrawal cancelled: 31/05/2026 23:30:43 Europe time

-system error appeared: this morning 1.6.2026

AMOUNT INVOLVED:

----------------

Withheld amount: [55000 bath]

Original deposit: [10000 bath]

EVIDENCE AVAILABLE:

-------------------

I have screenshots of:

- All three "withdrawal successful" messages on their support.

- The cancellation notice

- The "system checking gameplay" error message by support

- The "system error" blocking new withdrawals

- My full balance and transaction history

- All chat logs with customer support (with timestamps)

I can provide these screenshots upon request.

WHY THIS IS UNFAIR:

-------------------

- The casino marked the withdrawal as "successful" THREE TIMES, which creates

a legitimate expectation that the payment was processed.

- Sudden cancellation without specific reason appears to be bad faith.

- Generic, copy-pasted support responses suggest the casino is avoiding

accountability.

- The vague "system checking gameplay" message gives me no way to fix any

alleged issue.

I am requesting Casino Guru's mediation to resolve this issue and ensure

Roll88 pays out my legitimate winnings.

I did not use email to register justthai number,but to submit i put my email in my informations below.

Also the conversation with support i can send upon request its in thai language.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for KYC?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear dleeth,

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,
Veronika
Casino.Guru