The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The delay was explained as a common occurrence due to processing times, KYC verification, or high withdrawal volumes. The player was advised to wait at least 14 days before escalating the issue. The complaint was marked as resolved after the player confirmed the issue had been settled.
Rolling Slots Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €750
Rolling Slots Casino
Safety Index 9.2 Very highCase summary
Discussion
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2 months ago
Translation
Hi!
I deposited €200, no problem, after some small wins I then won €750.
I had to immediately verify my KYC identity; I've never had to do that before for such a "small" amount!
My documents are now being reviewed and checked; the payment was made with a VISA card.
Of course, no bonus was used.
This site explicitly advertises fast payouts!
Automatic translation:
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2 months ago
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.
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2 months ago
Dear enraged99,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear enraged99,
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,
Karla
