Rollify Casino - Средствата на играча са конфискувани.

Complaint Regarding the Confiscation of My Funds

I created my Rollify account and, at the time of registration, I was not asked to provide any documents. I then made several deposits and used the platform normally. I won, I lost, I won again, and I also made several successful withdrawals: $500, $1,000, and even $2,000, which I believe was my largest withdrawal at the time.

Later, I had a much bigger win of around $7,000, and I requested a withdrawal of $7,100.

This is where the situation became completely confusing. My withdrawal was cancelled. My funds were subsequently confiscated and my account balance was reduced to $0.

A few days later, $20 appeared in my account, and I was able to withdraw those $20 successfully. Honestly, this makes absolutely no sense. If there was genuinely an issue with my account or my funds, how is it possible that I was then allowed to withdraw $20 without any problem?

I do not understand why my funds were confiscated after I had been using the platform normally and had already completed several successful withdrawals.

I want my money back.

Important notice:

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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.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly did you accumulate your winnings of $7,100, and when did you submit your withdrawal request?
• When did you notice that the $7,100 had been removed from your balance?
• Have you contacted the casino customer support to ask why the winnings were removed from your balance? Alternatively, did you receive any emails from the casino informing you about the confiscation of your winnings?
• What types of games did you play to accumulate the $7,100 in winnings?
• Were you asked to verify your identity after accumulating these winnings?

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

Best regards,

Veronika

Hello Veronika,

Thank you for your message. Please find my answers below:

I accumulated the $7,100 in winnings on June 12, 2026, and I submitted the withdrawal request on the same day.

I noticed that the $7,100 had disappeared from my balance after the VIP support and regular customer support stopped replying to me, both by email and Telegram.

I tried to contact the casino to understand what happened, but they did not respond. They also blocked my account, even though I had already made several successful withdrawals before without any problems.

I played original games as well as slots to accumulate the winnings.

Yes, after submitting the withdrawal request, they asked me to complete identity verification. I provided all the requested documents, and I had never experienced any verification problems with them before.

Please forward me the communication between you and the casino customer support regarding the confiscation of your winnings at [email protected]. I appreciate your time and cooperation.

I replied to you by email

Thank you for your email, and I sincerely apologize for the delay in responding. We are currently managing more than 1,100 active complaints. While we always strive to respond as quickly as possible, it is not always feasible to address every message immediately. We have a seven-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

At the same time, to help us proceed with the investigation as efficiently as possible, it is important that you provide us with the relevant details and evidence as soon as possible. This allows us to gain a complete understanding of the situation and determine the appropriate next steps.

In your LinkedIn message, you mentioned that the casino blocked your account after completing the KYC verification because you reside in Switzerland. This information was not mentioned in your previous comments in the complaint thread.

Could you please clarify this in more detail? In particular, what exactly did the casino tell you about your residence in Switzerland?

Please also forward me the communication between you and the casino’s customer support regarding the verification of your account at [email protected]. Kindly include the documents you submitted for the KYC verification as well.

Thank you for your cooperation and understanding.

Dear Veronika,

Thank you for your message. To clarify, I am a Portuguese citizen and I currently live in Switzerland.

I used Rollify normally from Switzerland, without any VPN, proxy, or attempt to hide my location. I made deposits and previously made withdrawals of around $1,000 and $2,000 without any KYC request or warning that I was not allowed to use the casino.

The issue only arose when I requested a withdrawal of approximately **$7,100**. The casino then asked me for KYC documents, which I provided. After reviewing them, they told me that I was not allowed to use the website because I reside in Switzerland.

This was never communicated to me before. I was able to deposit, play, and withdraw without any restriction, and the casino only raised the Swiss residency issue when I requested the larger withdrawal.

I will forward you the correspondence with the casino and the KYC documents I submitted. (sent you with gmail )

I believe my funds should be returned because I used the website openly and in good faith, without using a VPN or attempting to bypass any restriction.

Thank you for your help in resolving this matter.

Kind regards,

Marcelo

Thank you for providing me with the documents.

Please also forward me the correspondence with the casino regarding the issue with your country of residence.

Additionally, could you please clarify what address and country of residence you entered in your casino profile? Did the information in your profile match the details shown on the documents you submitted for KYC verification?

Thank you for your cooperation.

Thank you for your email.

I am forwarding you a screen recording showing the correspondence with the casino, where they informed me that I could not use the website because I reside in Switzerland. (Video gmail)

The address I entered in my casino profile is:

[hidden by Casino Guru]

Yes, the information in my casino profile matches the details shown on the documents I submitted for KYC verification.

Please let me know if you need any additional information or documents.

Kind regards,

Dear Marcelo62

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, Michal ([email protected]). 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,

Veronika

Thank you for your response. I just want to be clear: I simply want my money back, nothing more. I am not trying to steal money from the casino.

One last summary:

1 - I created my Rollify account: no documents were requested.

2 - I made several deposits: no documents were requested.

3- I played, lost and won: no documents were requested.

4 - I made several withdrawals of $1,000, $2,000, etc.: no documents were requested.

5 - Then, after winning a larger amount, I tried to withdraw $7,100. The withdrawal was cancelled, I was asked to provide documents, and then my funds were confiscated simply because I live in Switzerland.

6 - A few days later, I had only $20 left, and I was able to withdraw those $20 without any problem.

Honestly, this is completely inconsistent and feels like a complete joke. Why was everything fine while I was depositing, playing and making smaller withdrawals, and suddenly became a problem when I won a larger amount?

I simply want my money returned.

Kind regards,

Marcelo

Hello Marcelo62,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will contact the casino to gain further insight into this issue and to explore how I might be able to assist.

We would like to invite Rollify Casino to join the conversation.

Dear Rollify Casino,

I acknowledge the regulations specified in your terms and conditions, and it is true that the player consents to these rules upon registering their account. However, allowing the player to register, make deposits, engage in gameplay, and incur losses, while only referencing these rules after the player achieves a win, does not align with the fair practices we strive to promote.

From our perspective at Casino Guru, in our mission to promote a fair and transparent gaming environment, we advocate for clear and consistently enforced rules. Most top casinos already implement automated systems that restrict access, registration, and deposits from prohibited regions from the outset. This approach ensures that players are protected and that terms are upheld transparently, without ambiguity.

In our view, where a player provides their genuine personal data, including their residential address, is able to register, deposit, and participate in gameplay without circumventing any restrictions—and subsequently generates winnings through normal standard gameplay according to the rules—it is reasonable to expect that such winnings will be honored and paid out.

Taking these circumstances into account, the current action appears difficult to reconcile with principles of fair and transparent treatment. We therefore kindly invite you to review your position once more.

Should there be any additional factors relevant to this matter that are not suitable for public disclosure, please feel free to share them with me directly at [email protected]

for an independent review.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Marcelo62,

I have tried to contact the casino repeatedly but, as expected, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, you might consider contacting the Anjouan Gaming Authority and submitting a complaint to them if you still want to pursue your case.

Although according to their policy, the Authority does not mediate, arbitrate, adjudicate, or otherwise intervene in individual player-operator disputes. However, if a complaint is not resolved by the casino team within 30 days, it may be escalated to an independent Alternative Dispute Resolution (ADR) provider. Participation in ADR is mandatory for all licensed operators, and the operator is required to cover the associated costs (if applicable).

As Rollify Casino has not engaged or responded within our own dispute resolution process as an ADR mediator, this may constitute a potential breach of licensing conditions. For this reason, it may be appropriate to inform the licensing authority of the situation. You can contact them here: Contact | Anjouan Gaming

They may be able to review the matter further and take any necessary action which could help to potentially resolve your issue.

Please let me know if they were able to help at [email protected].

Regrettably, this is where any potential assistance from our end concerning your case concludes.

Best regards,

Michal

Casino Guru

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marcelo62,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

We’ve reopened this complaint at the request of Marcelo62. We have received a email from the player that they have received the funds and the case can be closed as resolved.

Considering this confirmation we will mark the complaint as 'Resolved' in our system.

Thank you for your cooperation and confirmation, Marcelo62.

If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru