Rooli Casino - Das Konto des Spielers wurde geschlossen und die Gewinne wurden beschlagnahmt.

My first and last name were incorrect in my profile when I created the account due to autofill from my mobile phone. And when I tried to verify my ID to withdraw my €240 winnings, my entire account was closed 10 minutes later, and my winnings, or rather, my money, were withheld. I was notified of this via email. What options do I have to get the €240 back?

Mein Vor und Nachname waren wegen Autofill vom Handy falsch im Profil bei der Erstellung des Kontos. Und als ich mich per Ausweis verifizieren wollte um einen Gewinn von 240€ auszuzahlen. Wurde mir 10min. später mein komplettes Konto gekündigt und die Gewinne also mein Geld einbehalten. Ich wurde per email darüber informiert. Welche Möglichkeiten gibt es für mich um die 240€ zurückzubekommen?

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Dear Homber,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rooli Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please provide what name you have put into registration form and what is your real name?
• Has every other information on the registration been correct?
• Did you accumulate your winnings with or without an active bonus? 

Please do not be worried about your private information to be displayed, I will make sure your personal information remains hidden from the public.

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

Dear Homber,

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.

Dear Homber,

Thank you for your response. According to the Terms and Conditions:

9.3 The Casino has zero tolerance to advantage play. Any player who will try to gain advantage of casino Welcome Offers or other promotions agrees that the Company reserves the right to void bonuses and any winnings from such bonuses, for the reasons of:

Use of stolen cards;

Chargebacks;

Creating more than one account to take advantage from casino promotions;

Providing incorrect registration data;

Unfortunately, it is the player’s responsibility to ensure that all personal information submitted during registration and profile completion is accurate and truthful. Since you have submitted entirely different name in your registration form, it is not possible to verify that you were the actual account holder. As a result, the casino was entitled to consider the account as non-compliant with its verification requirements.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with any other casino in the future.

Best regards,

Katarina