Julie J.
Repeatedly Denied for Using a Virtual Card – Unacceptable Practices
Title: Repeatedly Denied for Using a Virtual Card – Unacceptable Practices Review: BankRolla’s verification process is fundamentally broken for anyone using virtual cards—which are now standard for secure online transactions. I submitted every piece of documentation available from my card issuer, including screenshots and statements. Like all virtual cards, mine does not display my name or full number on a single screen or document. That’s not a flaw—it’s how they’re designed. Despite this, I was asked again and again to provide documents that do not exist. I explained the limitations clearly, multiple times. Instead of offering an alternative or escalating the issue, I received copy-paste responses and dismissive replies that ignored everything I’d already said. At one point, the tone even bordered on mocking. I’ve since filed formal complaints with the Consumer Financial Protection Bureau and the Oregon DOJ Consumer Protection Division. I’ve also requested escalation to a supervisor—repeatedly—with no meaningful response. If you use virtual cards or expect to be treated with basic respect as a customer, I strongly recommend avoiding BankRolla. Their system is outdated, their communication is unprofessional, and their refusal to adapt to modern payment tools is unacceptable. Gave them my bank conformation that card numbers don't appear kn statement. Upfay 6/21 Title: BankRolla Is Stonewalling Payouts – Still Demanding Impossible Documents Review: BankRolla continues to deny my redemption request, now claiming they need a bank statement for a charge that was made this month—even though the statement hasn’t been generated yet. I’ve explained this. I’ve submitted every piece of documentation available for my virtual card, which, like all virtual cards, does not display my name or full number on a single screen or statement. They’ve ignored that reality and keep recycling the same demand for documents that do not exist. I’ve asked for escalation. I’ve been met with silence or copy-paste replies. At this point, it feels like they’re just stalling because they can’t—or won’t—pay out legitimate winnings. I’ve updated my complaint with the Consumer Financial Protection Bureau and the Oregon DOJ Consumer Protection Division. If you’re considering using BankRolla, especially with virtual cards, don’t. Their system is broken,
Response from BankrollaJun 24, 2025
Hi Julie, Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience you faced during the verification process. We understand that the use of virtual cards is becoming increasingly common, and we are actively working to improve our processes to better accommodate these modern purchase methods. However, as part of our legal and compliance obligations, we are required to verify transactions through documentation that shows both ownership and a completed payment to BankRolla. Unfortunately, in many cases, this documentation is not readily available with virtual cards, which creates challenges for both sides. Please know that it was never our intention to cause frustration or appear dismissive. We appreciate your persistence in providing the available documentation and are glad to confirm that your documents were reviewed and your redemption was successfully processed on June 23, 2025. We’re committed to learning from your feedback and making improvements to ensure a smoother experience for all our players in the future. Should you have any remaining concerns, we would be grateful for the opportunity to assist you further. You’re always welcome to contact us directly. Sincerely, The BankRolla Team