Rolla Casino - Аккаунт игрока был закрыт.

I have played there and won several times without any issues. A week ago I won $2500. I received a e mail saying my redemption is approved andI would receive it in 3 to 5 business days. The next day I could not log in. I then received a email from their sister company saying my account was closed. There is no response from customer support. I cant log in to speak to chat. Please help

I have sent several emails with no response. They have not paid my $2500 redemption.

Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the KYC verification?  
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

focused only on slots

Yes i passed the kyc verification

I did not use any bonus

I have cashed out multiple times

Hello,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

I have forwarded everything to you. Thank you

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Lglass59, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the account closure. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Rolla Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s account has been closed? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

cashed out for $2500 leaving a balance of $148. I received confirmation of my redemption. A few days later I received a e mail saying it was processed and it would be in my account in 3 to 5 days. When the funds did not arrive I sent several emails. I finally got a e mail from WOW saying my Rolla account was closed.

Dear Lglass59, did you receive an automated message or ever got a response from a human? I have tried to e-mail the casino but messages sent to [email protected] are bouncing back as undelivered.

I received several e mails. The last from their sister company WOW VEGAS

Jasmine from Rolla • [email protected]

Thank you, I have sent additional message onto the address you have provided, fingers crossed someone replies.

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.

Dear Lglass59,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence and the authorities does not consider sweepstakes being gambling, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one.

Best regards,

Matej