The player from Italy has successfully passed the identity verification but faces withdrawal issues due to the cancellation of their payment method, which prevents them from providing necessary documentation for their €4,500 in winnings. They argue that the casino's seizure of funds is unreasonable, as they have played only with their own money and request a review of the account closure and restoration of their funds.
Rolling Slots Casino - Player’s account is closed.
Opened
Current status
Waiting for Casino Guru to reply
6d 22h 56m 19s
Rolling Slots Casino
Safety Index 9.2 Very highCase summary
Discussion
Public
Public
1 hour 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.
Public
Public
1 hour ago
Dear Bagnollo74,
Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.
Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.
To help us investigate and expedite the process, could you please provide the following details:
- Do I understand correctly that verifying this bank account seems to be the only issue?
- When was the last time you used this payment method to deposit or withdraw?
- Did you use any other payment methods at this casino?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
Public
Public
1 hour ago
Yes only the bank and they closed my IBAN so I didn't know what to do and how to proceed
I am not sure but I used it to deposit it was a new thing to try as I want to keep everything separated from gambling
Crypto I think at the end I didn't know how to proceed.
