ROLR Casino - La retirada del jugador se retrasa.

I made numerous deposits at this casino, most without any bonus. My most recent was today and I won! I tried withdrawing with LTC. I was told it should be processed in an hour. I've sent 2 emails and I've tried chatting. The emails have not received a response and the bot will transfer me but no one will connect with me. When I ask if I'm still being transferred the bot starts over.

Dear kerri2718,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

I had gone to their chat service prior to requesting the wothdrawl and was told wothdrawls take about an hour to complete, from the time it's received to the time it's paid out. That's why I was upset when I wasn't getting a response. I'm happy to provide them additional time to process it, and if I had been given a longer timeframe, I wouldn't have worried. Or, if I could have gotten through to a live person, they could have explained this to me, as well.

I do appreciate the insight, though! It makes me feel much better about it! Thank you!!

I did receive this withdrawl 3 days after requesting it. I do, however, have another one pending that it has now been 4 days. They have not responded to my emails, and I can't get to a live person on their chat.

Thank you for your reply, kerri2718. I am happy to hear that you received the withdrawal. I will keep this complaint open until you confirm that the last withdrawal has been successful. Please keep me informed about any further developments.

Hello!

Today is 2 weeks since I requested my withdrawl of 23.47158947 LTC and I still have not received it. Initially, they told me there was a significant increase in player activity leading to a larger number of withdrawl requests and they weren't able to provide a timeframe.

When I go to their chat service, the ai technology tells me that my withdrawl has been processed, and sent on the network. When I ask about it in email, they tell me that it's picking up my last withdrawl, not this one, even though I provide it with the transaction ID.

Feb 22, Feb 25, March 1 they responded to an email from me stating they can't provide me with an estimate, even, of when I can expect it. I sent them another email today, but have yet to receive a response.

I just received an email back that says:

Hello Kerri, your withdrawal is still under verification. 

Kerri

This was their response when i asked about their terms and conditions on withdrawls.

We are confident that our terms are sufficiently transparent:

"ROLR is committed to processing all withdrawal requests within a 24-hour period. Nonetheless, there are circumstances that may necessitate further verification. In such instances, ROLR retains the authority to hold player funds and postpone withdrawal requests for the necessary duration."

While our goal is to process withdrawal requests in under 24 hours, please be aware that occasional delays may occur.

Thank you for your reply, kerri2718. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? Please post a screenshot of your withdrawal history here in this thread if possible.

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

I still have not received my withdrawl. I atrached a picture of the withdrawl screen but I'll forward it to you, as well.

Thank you very much, kerri2718, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thank you! I appreciate any and all help with this!

Hi kerri2718,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ROLR Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you specify why the player's withdrawal request has been pending since 20th Feb? What are the reasons for such a delay in processing the request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 tried to go to the casino to see if anything had changed with my withdrawl and it wouldn't load. When I searched, I see some results showing the casino closed? Any chance you are able to confirm that for me?

Dear kerri2718, it seems the casino was closed at the end of March. 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, however, it cannot be certain considering they closed their operations.

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,

Natalia