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Hi Uximixu - welcome to CasinoReviews.com!

You are being asked to engage with what's called a Source of Wealth check. This requires that you show the flow of funds from your legitimate source of income to the deposit with the operator and is something that is required where the operator has concerns that the person controlling the account may not be the person named on the account, or where they believe that the funds being put into do not legally belong to the person named on the account.

While we understand how frustrating these processes can be, they are legitimate and required in certain circumstances. You will need to comply with these requests before we would intervene in this matter.

Please let us know once you have complied with the operator's request.

Thanks,

CasinoReviews.com Complaints Team

Hi Uximixu,

Have you complied with the operator's verification requests?

Thanks,

CasinoReviews.com Complaints Team

Hi Uximixu,

We're following-up on our previous communication - have you complied with the operator's verification requests?

Thanks,

CasinoReviews.com Complaints Team

Hi Uximixu,

If we haven't heard from you by Friday the 16th of August we will assume you no longer need our assistance and close this complaint.

Thanks,

CasinoReviews.com Complaints Team

Abandoned – The submitting complainant has become non-responsive to our requests for additional information. As such we assume that they’ve managed to resolve their issue on their own.

I joined Rooli.com casino on the 19th of May 2024. As a new player I had a chance to get 100% casino welcome bonus up to 200€, so I deposited 200€.
I followed carefully all the terms and conditions and bonus rules and wagering conditions etc.
In the end I won 722,50€ and made a withdrawal.
After that I received several e-mails asking for verification documents which soon started so seem more like a game of humiliation to me. The passport selfies they were asking were really difficult to take and every time I managed to take a proper one with all the text visible and my arm/elbow holding the passport correctly like they requested, they just asked me to take increasingly more difficult photos with notes and passport and arm visible in a way that was really difficult so that I could also manage to get all the passport details clearly visible with low quality the selfie camera of the phone!

After sending them four different kind of selfies with passport and paper notes this is what they asked me for after that:

"Dear ▇▇▇▇,

Thank you for the provided document.

We also would ask you to send us the following documents:
1) a document (or documents) showing the flow of funds on the account (the last 6 months) that you have used for deposition in our casino. It can be a PDF bank statement, e-wallet statement for the last 6 months. We need to see all transactions made by using these bank / e-wallet accounts (we need to see all transactions made, not only the deposits to our casino).
2) a document (or documents) showing the source of your income which used for depositing in our casino during the last 6 months.
For example: 6 months salary slips, proof of business ownership with the cashflow, selling a property, an inheritance payment, or a divorce settlement, etc.
3) a detailed bank statement in PDF format showing that your income (the origin of funds) has been credited to your bank account for the past 6 months or more.

Please note that text on the ID and note must be visible, and it must be obvious it's your own arm holding an ID and the note.

Best regards,
Rooli Casino Support"



I send them the same kind of bank account history statements that I've always send to other casinos with no problems.

They just replied with the exact same request again.

I decided to stop here since it had been already humiliating and frustrating providing them with those tricky annoying selfies and now I felt like they were crossing the border of my personal privacy with what they wanted next. And it seemed like they would just keep going on like this, requesting me for more and more nearly impossible things. And like why couldn't they ask all of this all at once and not like this??

I have played several online casinos before, and also made many withdrawals. I've had to provide KYC documents before, passport selfies, bank account history etc.  and I've never had a problem like this with the verification process. Never have I had to take such tricky selfies before or provide such overly detailed and nosy bank/money/personal information.

I'm making this complaint, since I feel that I've been first of all just played as fool by Rooli casino and because it seems like they're clearly not wanting to pay me.

Also, I cannot access my account on their website anymore. I just get a message saying my account is disabled.

Rooli Casino - not paying my winning/withdrawal

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