Rooli Casino - プレイヤーのアカウントは重複のため閉鎖されました。

Hello everyone,

I need your advice on a problem with Rooli Casino.

Situation:

I had two accounts with Rooli.

Unfortunately, I forgot about the old account; I haven't used it for months.

I played regularly on the new account and ultimately requested a payout of €700.

Shortly after that, my account was blocked due to a duplicate account.

Key points:

Both accounts have identical personal data (name, address, payment methods).

I have not engaged in any bonus or promotion abuse.

The €700 comes legitimately from the owner's own deposits and winnings.

I have already offered KYC documents to verify my identity.

Problem:

Rooli has not yet responded to my emails.

Live chat is not possible because the account is locked.

The internet often states that no payout is possible with duplicate accounts, but in my case there were no fraudulent intentions.

My question to you:

Have you had similar experiences?

Is there a way to receive the payout despite having a duplicate account?

Does anyone know any tips for Curacao-licensed casinos on how to get legitimate funds back?

I simply want my rightful credit of €700 back and hope for your experiences or advice.

Thank you in advance!

Hallo zusammen,

ich brauche euren Rat zu einem Problem mit Rooli Casino.

Situation:

Ich hatte zwei Konten bei Rooli.

Das alte Konto habe ich leider vergessen, ich habe es seit Monaten nicht genutzt.

Auf dem neuen Konto habe ich regelmäßig gespielt und am Ende 700 € Auszahlung beantragt.

Kurz danach wurde mein Konto gesperrt wegen eines Doppelaccounts.

Wichtige Punkte:

Beide Konten haben identische persönliche Daten (Name, Adresse, Zahlungsmethoden).

Ich habe kein Bonus- oder Promotionsmissbrauch betrieben.

Die 700 € stammen legitim aus eigenen Einzahlungen und Gewinnen.

Ich habe bereits KYC-Dokumente angeboten, um mich zu verifizieren.

Problem:

Rooli antwortet bisher nicht auf meine Mails.

Live-Chat ist nicht möglich, da das Konto gesperrt ist.

Im Internet steht oft, dass bei Doppelaccounts keine Auszahlung möglich ist, aber in meinem Fall gab es keine betrügerischen Absichten.

Meine Frage an euch:

Habt ihr ähnliche Erfahrungen gemacht?

Gibt es einen Weg, trotz Doppelaccount die Auszahlung zu erhalten?

Kennt jemand Tipps für Curacao-Lizenzierte Casinos, wie man legitime Guthaben zurückbekommt?

Ich möchte einfach nur mein berechtigtes Guthaben von 700 € zurück und hoffe auf eure Erfahrungen oder Ratschläge.

Vielen Dank im Voraus!

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rooli Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• When you say you didn't engage in bonus abuse, you refer to not accepting welcome bonuses on either account?
• When was the last time you deposited in the old account?
• Were both of your accounts verified?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas