The player from Germany faced issues withdrawing his €500 winnings due to the casino's request for unnecessary documentation. Although he had deposited via bank transfer and submitted a picture of his bank card, they then demanded a color photo of a credit card that he had not used for the deposit, causing confusion and concern over his funds. The issue was resolved after the player provided the requested photo of the credit card, and the casino processed the payout promptly. The complaint was closed following confirmation of the successful withdrawal and positive communication from the casino.
Rolling Slots Casino - Player's dissatisfied with the verification process.
Resolved
Our verdict
Case closed
Amount: €500
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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4 weeks ago
Translation
Hello dear Casino Guru team,
I have the following problem.
I won €500 at the aforementioned casino and would like to have it paid out.
Aside from the fact that it seems like they are deliberately delaying the process, they are requesting documents that are not necessary, or documents that I have already submitted.
I paid via real-time bank transfer from my bank account.
The casino wants a color photo of the credit/debit card I used to make the deposit.
I did this and sent a picture of my bank card.
Now they don't want my bank card, but a color photo of my credit card, even though I last deposited money with it over a month ago and then gambled it away.
Why do they want a picture of the credit card when I deposited from my bank account?
I would like the money transferred to the bank account from which I deposited it, however, I am now worried that if I send them a picture of my credit card, which I did not use to deposit the money, they will refuse to transfer the funds to my bank account.
I need help.
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Public
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3 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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3 weeks ago
Dear Hsvfan1994,
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 the bank card seems to be the only issue at the moment?
- Could you clarify which documents you’ve already provided (apart from those you listed in your message) and whether they’ve been approved?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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3 weeks ago
Translation
Hello,
It's all sorted out. I simply took a picture of the credit card they wanted and they paid out the money directly.
The complaint can be closed.
Excellent communication from the casino.
Thank you for your quick response
Happy New Year
Best regards
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Public
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3 weeks ago
Dear Hsvfan1994,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
