Rolling Slots Casino - Player's account is closed due to duplicate account accusation.

Dear Casino Guru Team,

I would like to ask for your assistance regarding a complaint against Rolling Slots.

Rolling Slots withheld my winnings using what I believe is a false "duplicate account" accusation.

My account was fully verified (KYC approved), and I successfully received a withdrawal of €1,500 out of total winnings of €3,420. However, only after this payment, the casino suddenly claimed that my account is a "duplicate" and closed it without providing any evidence.

They are now withholding the remaining €1,920 and have stopped responding to my emails.

This situation raises serious concerns:

If I had multiple accounts, how was my account successfully verified?

Why was a withdrawal approved and processed before this accusation?

I have never created or used more than one account and I strongly deny violating any terms. I have repeatedly asked the casino to provide proof of their claim, but no evidence has been provided.

I will attach all relevant evidence, including communication and payment confirmation.

I kindly ask for your help in resolving this matter and ensuring a fair outcome, as I believe this decision is unjustified.

Kind regards,

[Redacted]

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your response.

To answer your questions:

I am absolutely certain that no one from my household, nor anyone using the same IP address, has created or used another account at this casino.

I have never used any VPN or IP-masking software while accessing Rolling Slots. I have always played from my real location.

I accumulated my winnings using only my own deposited funds, without any active bonus.

I would also like to emphasize that my account was fully verified and a withdrawal was already processed before this accusation was made, which further supports that no violation occurred.

Please let me know if you need any additional information.

Kind regards,

[Redacted]

Dear mpra0199, thank you for your response. Have you lost access to your account directly after passing the KYC verification? Additionally, could you please confirm whether the payment method you have utilized is registered in your own name?

Thank you for your patience and cooperation.

Hello,

I finished the verification process, got 3 withdrawals paid (1500 EUR) and then they sent me an email that I have a duplicate account, closed my account and voided the rest of my winnnings.

Thank you in advance for your assistance.

Dear mpra0199,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you mpra0199 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rolling Slots Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear Peter,

We have submitted additional information regarding this case, which we hope clarifies the relevant aspects. Please let us know if any further details or documentation are required from our side.

Kind regards,

Rolling Slots Casino Representative.

Thank you for providing me with the evidence Rolling Slots Casino representative.

Dear mpra0199, the casino provided me with evidence that during verification, your account raised concerns about its validity. It is an industry standard that each person may only operate one account and provide proper documentation to prove it. As your activity constitutes a clear violation of this policy, we consider the steps the casino has taken to be justified, and we will subsequently reject your complaint. Thank you for your understanding.

Kind regards,

Peter