Rooli Casino - A conta do jogador foi encerrada devido a duplicidade.

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 tomas@casino.guru, 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

No i did not ise and Welcome Bonuses

only once on 29.09.25

no Account was verified but have the exact Same names and adress etc.

slots

i did not got any emails from them they dont answer me

Thanks for your reply.

Unfortunately, based on the description of events, we can't assist you with the complaint, since it appears you created multiple accounts in short succession. Since the casino's rules were breached in this way, we can't argue that the opening of multiple accounts was accidental.

I recommend you pay closer attention when opening accounts in online casinos to prevent similar issues in the future.

Please let me know if there are any circumstances I might not have considered; otherwise, the complaint will be closed.

Dear Eagle1903,

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.

The accounts were opened a few months apart. That was never intentional. I find it outrageous that my money is gone and I haven't received a single response from Rooli.

Die Eröffnung der Accounts war in einem Abstand von ein paar Monaten. Das war nie intentional. Finde es krass das mein Geld weg ist und von Rooli nicht 1 Antwort erhalten habe

Dear Eagle1903,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Eagle1903,

I am so sorry to hear about your problem with the Rooli Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Rooli Casino representative to join this conversation and participate in resolving this complaint.

Dear Rooli Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello all, thank you for contributing to this thread so far. We have had a look at both accounts and unfortunately our T&Cs were breached as we strictly do not allow any duplicate accounts. They were created a little over a month apart with same email address but different domain.

1st account was created on 2025-09-29 16:33:46

2nd account was created on 2025-11-08 19:44:07

As a one-off goodwill gesture we can offer a refund of the last deposit 30 EUR, but this is something we normally wouldn't do. Please let us know if this is something you accept, thank you!

Yes, I suppose so.

Ja nehme ich an

Dear Rooli Casino,

Thank you for joining this complaint and for offering a goodwill gesture.

The player has accepted your offer, so please let us know how you would like to refund the mentioned €30.

Thanks for getting back so promptly.

We will need the below info along with a bank statement in PDF format please, you can upload it here and I can just transfer it to your account since it's Disabled at the moment.

Account holder's address: (physical address: city, street, building, postal code)

Account holder's email address: X

Bank name: X (full name of bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X

Looking forward to your reply

Dear Eagle1903,

The casino has provided detailed information on how to proceed with your refund.

Please let us know when you do so.

You can also post the requested information directly in this complaint.

Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Dear Eagle1903,

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.

I don't want to upload it here. Is there another way to upload it, perhaps via email?

Ich will das nicht hier hochladen gibt’s ein anderen Weg es hochzuladen in Form von einer email vielleicht ?

Dear Rooli Casino,

The player does not want to post the requested document in this complaint.

Is there any other way, for example via email, for the player to send you the bank statement?

Thank you.

Hello, please send an email to support@rooli.com. Please also confirm the details we have requested earlier besides the Bank Statement document.

Dear Eagle1903,

Please contact the casino via the support@rooli.com email address.

Also, don’t forget to add the information requested by the casino earlier.

I've taken care of everything and would be happy if they refunded all my deposits, but that's up to them.

Ich habe alles erledigt würde mich freuen wenn sie mir alle meine Einzahlungen erstatten aber das ist denen überlassen

Dear Rooli Casino,

According to the player’s latest message, they have provided you with the requested information.

Please let us know when the refund will be processed on your side.

Hello, the transfer has been processed from our side, please allow 2-5 business days for the funds to reach your account, depending on your bank or payment provider.

Dear Eagle1903,

According to the casino’s message, they have processed the refund on their side, and the balance should be credited to you within the next few business days.

Please let us know when you receive the money.

You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Eagle1903,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Igor
Casino.Guru