Rooli Casino - プレイヤーの撤退と対応がともに遅れています。

I recently requested a withdrawal of $2500 ot kept being cancelled via bank transfer . After a lot of back and forth trying to get it they then suspended My account and were going to provide me with a manual withdrawal and asked for my bank info to do so. It's been 7 days and no one will answer the question of where the withdrawal is

Dear Md2022,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• When was the last time you were informed about the status of your withdrawal?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

Thanks for your emails.

Please allow me to ask you a few more questions:

• Do I understand correctly your account has been only temporarily suspended? 
• Have you received any particular explanation as to why your account has been blocked?
• Have you received any explanation as to why the casino refers to your cashout as a refund?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 

You can reply here or to my email at tomas@casino.guru

Dear Md2022,

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.

Has the casino processed your withdrawal, or is there any new information from the casino? Please let me know

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.