The player from Austria had requested a withdrawal less than two weeks before submitting this complaint. The payment had not been processed yet. The issue was resolved after the player confirmed that the withdrawal was processed following the necessary KYC verification. We appreciated the player's cooperation throughout the process.
Rolling Slots Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €400
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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4 weeks ago
Translation
My problem is the verification process. In the live chat, I was assured that my account was verified. However, when I tried to withdraw my winnings, they kept requesting new documents in various formats. All of them were rejected. These included recent bank statements, current notices from the City of Vienna, current annual utility bills, copies of travel documents, my rental agreement, proof of residence, etc. My address is clearly visible on all of these documents. I don't know what else to send. I've come to the conclusion that Rollig Slots doesn't want to process the withdrawals. I'm now trying to warn as many people as possible. They should consider only allowing deposits when a withdrawal is guaranteed. That would be fair.
Automatic translation:
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4 weeks 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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4 weeks ago
Dear Kroatien02,
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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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kroatien02,
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,
Attila
