Rolling Slots Casino - Player’s account is closed.

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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

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.

Thank you very much for your reply, Bagnollo74. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Yes I sent you all

Dear Bagnollo74,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear Bagnollo74,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Rolling Slots Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Rolling Slots Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel!

We have successfully provided all the details and evidence regarding this case to your official email.

Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team.

Hello everyone,

thank you, Rolling Slots Casino, for your response and for providing additional information regarding this case via email.

Dear Bagnollo74,

I would like to summarize the information I have received from the casino to ensure that both parties have the opportunity to comment on the same facts.

According to the casino, your account had not yet completed the verification process when your first withdrawal was processed. The casino states that, on March 4, you were asked to provide additional verification documents relating to both the payment card used for your deposits and the IBAN to which your withdrawals were being sent, in accordance with its Terms and Conditions.

The casino further states that it did not receive the requested documents, nor any reply to its subsequent communications. It also claims that at no point before the account closure was it informed that the IBAN in question had already been closed. As a result, after the required verification was not completed within the applicable timeframe, the account was permanently closed and the remaining balance confiscated in compliance withTerms and Conditions.

I would therefore like to ask you to comment specifically on these points.

Did you receive the casino's requests for the additional verification documents? If so, could you please explain why you did not reply to the casino and inform it that the requested IBAN had already been closed?

Based on the information currently available to me, this appears to be one of the key issues in this case, so I would appreciate your clarification before I proceed any further.

I will await your response.

Dear Samuel,

Thank you for summarizing the casino’s position and giving me the chance to respond.

To answer your questions directly:

Did I receive the casino’s requests for additional verification documents?

Yes, I received the requests (including the one around 4 March) asking for documents related to the payment card and the IBAN. However, by that time my bank had already closed the IBAN I was using.

Why did I not reply and inform the casino that the IBAN had been closed?

When I received the request I was confused and did not know what to do. My bank had closed that IBAN and given me a new one. I had opened this specific IBAN only to keep my gambling money separate from my personal finances. I genuinely did not know how to obtain any official document or proof for a closed IBAN — banks do not normally issue statements or verifications for accounts that no longer exist. I was overwhelmed and unsure what the casino would accept as alternative proof. That is why I did not reply clearly or in time. It was not because I wanted to hide anything; I simply did not know the correct way to handle it.

For clarity:

I had already completed the full identity verification successfully.

I used this IBAN for withdraws.

The casino had previously processed payments/withdrawals to the same IBAN.

I have an active balance of €4,500 that comes only from my own deposits and gameplay.

I now have a new IBAN and I am ready to provide full verification documents for it, or any other information the casino needs (including source-of-funds documents from my main bank accounts).

I am also willing to contact my bank and ask for a formal letter confirming that the old IBAN was closed and a new one was issued, if the casino would accept that.

I understand that casinos must follow verification rules, but I believe it is unfair and disproportionate to close my account permanently and confiscate the entire €4,500 balance when:

I played only with my own money,

the only problem was providing documents for a payment method my bank closed without warning,

and I had already passed initial verification.

I kindly ask for your help in finding a fair solution. I am happy to provide any reasonable documents the casino needs for the new IBAN or other proofs. Please let me know what the next step should be or if I should send anything specific.

Thank you again for your support.

Hello everyone,

thank you for your updates.

Dear Bagnollo74,

thank you for your detailed explanation. I appreciate your willingness to cooperate with the verification process.

Since you mentioned that you may be able to obtain an official confirmation from your bank stating that the previous IBAN was closed and replaced with a new one, I would encourage you to request this document as soon as possible. I believe it could become an important piece of evidence in assessing your case.

Dear Rolling Slots Casino,

considering the player's latest response and their willingness to fully cooperate, I would like to ask you to allow the player to undergo the verification process once again.

If the player is now able to provide the requested documentation, including confirmation regarding the closure of the previously requested IBAN, as well as complete any additional verification requirements, I believe it would be reasonable to give them another opportunity to complete the KYC process before maintaining the account closure and confiscation of funds.

I will await your response.

Yes I will provide this proof.

Hello Samuel!

We have successfully provided all the details and evidence regarding this case to your official email.

Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team.

Hello everyone,

thank you both for your updates.

Dear Rolling Slots Casino,

thank you for providing the additional information via email.

At this stage, I would also appreciate receiving supporting evidence for the statements you have made. In particular, if possible, please provide copies of the emails sent to the player requesting the additional verification documents, any reminders that were sent, as well as the notification regarding the account closure. If any of these materials contain sensitive information, you may send them directly to my email at samuel.s@casino.guru. Otherwise, I believe it would be preferable to share them in the complaint thread for the sake of transparency, so that the player can also review them.

Dear Bagnollo74,

one week has passed since you stated that you would provide confirmation from your bank regarding the closure of the IBAN in question. So far, I have not received this document.

At the moment, your explanation regarding the closed IBAN remains only a statement, whereas the casino has provided a detailed timeline of the verification process and your lack of response during that period. If you wish to challenge the casino's version of events, it is important that you now support your claims with objective evidence.

Therefore, I kindly ask you once again to obtain and provide official confirmation from your bank that the IBAN in question had indeed been closed before or during the verification process. This document may prove to be an important piece of evidence when assessing your complaint.

I will await both parties responses before proceeding further.

Hello Samuel!

We have successfully provided all the details and evidence regarding this case to your official email.

Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team.

Hello everyone,

thank you both for your cooperation and for providing all additional information and supporting evidence.

Dear Bagnollo74,

thank you for providing the bank confirmation letter and for your detailed explanation. I have carefully reviewed all information submitted by both parties, including the full communication timeline provided by Rolling Slots Casino as well as the supporting screenshots and documentation.

At this stage, I would like to clearly address the key point of this case – the verification process and the IBAN documentation.

Based on the evidence provided by the casino, the verification timeline is as follows:

• On 04.03, the casino sent a request for additional KYC documents, including verification of the payment method (IBAN and card used for deposits).
• On 09.04, the casino sent a reminder and extended the verification period.
• On 15.05, the account was closed and the remaining balance was confiscated due to the absence of a response from the player.

The documentation provided by the casino appears consistent, time-stamped, and shows that the player did not respond within the extended verification timeframe.

Regarding the IBAN issue, I also acknowledge the bank confirmation you have provided stating that the IBAN was officially deactivated on 15.04.2026. However, this date confirms that the IBAN was still active during both the initial verification request (04.03) and the reminder period (09.04), which means there was sufficient time to inform the casino of any issues or provide alternative proof while the verification process was still open.

Importantly, the casino has demonstrated that multiple attempts were made to contact you and allow sufficient time for compliance, including an extended deadline beyond the standard verification period. No response or alternative communication was made during this time window.

While I understand your frustration and your willingness to cooperate now, verification procedures are a mandatory requirement before withdrawal processing, and failure to respond within the given timeframe typically results in account closure according to standard casino Terms and Conditions.

After reviewing all available evidence, I have not found sufficient grounds to conclude that the casino acted unfairly or outside of its stated rules and procedures.

Therefore, I must conclude that the casino’s actions were justified and in accordance with their Terms and Conditions, and I am unable to support the claim for reinstatement of the confiscated balance.

For these reasons, this complaint will be closed as Rejected – failure to complete KYC verification within the required timeframe.

I would also like to emphasize that in this case the casino provided clear communication attempts, extended the verification period, and allowed significantly more time than the standard process would require.

Dear Rolling Slots Casino,

thank you for your cooperation and for providing the supporting evidence via email. It was essential for the assessment of this case.

Samuel,

Casino Guru