CLOSED: [due to the casino's unresponsiveness]: Rolla - Account Issue

Well really my problem is because im trying to verify so I can redeem. It let me verify everything just fine. My I. D. Went through no problem but then they have a second verification where u have to prove you address. I sent them several documents proving my address name and date but they said they couldn't verify because name on my account is Chris but name on documents is christopher. So I sent them a document with Chris on it but they said it has been edited and it has not been edited. I have emailed them several times and it said it coukd take up to 4 hours to respond . It had now been 16 hours and still they havent even messaged me back. And there is no other way to contact them and im just frustrated

Casino: Rolla

Case #: 4106

Hello Crispy642,

We will contact the casino representative and request further clarification.

In the meantime, could you please let us know the amount you are trying to redeem?

Please keep an eye on this thread for further updates.

Its not really about withdrawing the money even i really just want to get verified so I can keep playing and try to win more. Rn they wont let me play til get verified. And the worst part is the ai chat bot told me they would contact me withing 4 hours... thats was 48 hours ago. Its just aggravating that they wont contact me or respond to any of my emails.  Its kinds crazy to me

Sorry I didnt answer your question trying to redeem 94 dollars

Sorry I didnt answer your question trying to redeem 94 dollars

Well they scammed me this is the email I got 

Dear Crispy642,

Thank you for the update. As they have already mentioned in the email, according to their Terms & Conditions:

20. We reserve the right to refuse a Customer Account to anyone, or to close an already open Customer Account in our sole discretion.

In this case, the casino may rely on this clause, which unfortunately limits our ability to intervene further. This does not necessarily mean that we agree with such practices, but when this is clearly stated in the Terms, the chances of achieving a different outcome are quite low.

We have, however, contacted the casino representative to request additional clarification, and we will update you if we receive any further response.

Thank you for your understanding.

I mean clearly they didnt mind me having an account until I won. Cuz I had to verify with my id to even play. It wasnt until I tried to cashout that they wanted me to verify address. And I did then they just close my account. They should still at least have to pay me what they owe me. If they close it and just keep ny money is that not stealing? I mean that would be like me get an electric bill and just telling them oh I want to close my account. That debt is still there and I still have to pay it. Why dont they have to pay ?

Dear Crispy642,

We understand your frustration. Please note that full verification is usually required at the withdrawal stage, not during gameplay. While you may be able to deposit and play earlier, additional checks (such as proof of address) are typically requested when you try to withdraw funds.

This is a standard procedure, and during this process, the casino reviews the account in detail and acts in accordance with its Terms & Conditions.

I wasnt even trying to withdraw anything. U can't withdraw until u have 100 dollars I was just trying to verify so when I did get enough to withdraw it would already be done 

Dear Crispy642,

Unfortunately, despite multiple attempts, we have not received a response from the casino representative. We will try reaching out once more in hopes of getting clarification from their side.

However, as previously mentioned, the casino has referred to the following clause in their Terms & Conditions:

20. We reserve the right to refuse a Customer Account to anyone, or to close an already open Customer Account in our sole discretion.

Given this, our ability to intervene is unfortunately very limited, and there is little that can be done in this situation. We will have to close Case #4106.

Thank you for your understanding.