ROLR Casino - El jugador experimenta retiros retrasados.

I played this casino from december 2023. withdraw was very slow, but not like this time, after 20.12 i do not received any withdraw, amount on casino balance is 4.4 eth.

Dear aleks86,

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. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated 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,

Kristina

Yes, i made succhesfull withdraws already. but after 20.12 i do nto received something.

i accumulated winnings with real balances, i do not used bonus balance to get it.

casino do nto asked kyc

Thank you for your reply, aleks86. Could you please clarify when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

i made withdraws with ETH, previous and actual withdraws the same method crypto with the same crypto.

last was approved 20.12 you can see history on screenshots

Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi

Live chat into casino are not saved.

I contacted casino few times, and recevied copy paste asnwer that they have some issues with withdraw but will repair it how fast possible.

passed about 40 days...

Thank you very much, aleks86, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.  

Dear aleks86,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite ROLR Casino representative to join this conversation.

Dear ROLR Casino,

Could you please clarify, why the player's withdrawal has been delayed?

Thank you in advance,

Mirka

no any update ...

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka