The player from Germany experienced difficulties with account verification after winning money. He submitted various verification documents but was unable to complete the process due to the prepaid nature of his deposit method and had not received any responses to his emails from the KYC team. After a series of communications, he received a payout of €500 and confirmed that subsequent withdrawals would be processed with delays due to the casino's policy of handling one withdrawal every 3–5 business days. The issue was resolved after the player confirmed the resolution through the dedicated button, allowing the complaint to be marked as 'Resolved' in the system.
Rolling Slots Casino - Player’s verification process is delayed.
Resolved
Our verdict
Case closed
Amount: €1,500
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
I was a little lucky over the weekend and won some money.
I then uploaded my verification data (ID, bank statement, photo bank card, online banking screenshot). I should mention that so far, I've only deposited using Cashlib. Verification of this prepaid card is obviously not possible. Depositing via Sofort isn't possible with my bank using any of the deposit providers offered. Therefore, I wanted to clarify with the team how the verification can be carried out or whether there is an alternative option.
The real problem, however, is that the live chat says the KYC team is sending me emails. I haven't received a response to any of my emails, including to the customer care team, either in my inbox or junk mail. Live support tells me to check my inbox, but I'm doing that very carefully. Since I haven't received a response, I can't verify my account and hope that communication is possible this way.
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6 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
To better understand your situation and assist you more effectively, could you please clarify the following points?
- When exactly did you receive the most recent email from the casino’s customer support?
- Have you checked whether there might be an issue with your email provider? Are you receiving other emails without any problems?
- Have you deposited via Cashlib into this casino before, or was this your first time using this payment method?
- Do you have any documents or receipts that could help verify this payment method—for example, proof that you purchased the prepaid card and used it to deposit into the casino?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
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The problem is that I'm not receiving any emails. I've also pointed this out to support. The email address has now been transferred to a different provider, and I'm hoping I'll get a response there.
However, I receive emails from the original provider (Outlook) without any problems, and sending them is also possible.
I've only deposited via Cashlib so far. I have the voucher code and serial numbers, but they don't allow me to display any history.
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6 months ago
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A quick note: I just received confirmation (I can't believe it, even via email) that a payout will be made within 24 hours. I'll report back on this if this actually happens.
However, I'd like to briefly explain what happened today. I had another lengthy conversation with Live Support and explained that, with all due respect, I'm able to check my email inbox and we've already switched to an alternative email address.
After a lengthy back and forth, Live Support informed me that I had unsubscribed from emails and would therefore no longer receive any emails from RollingSlots. It's not uncommon for me to partially deactivate marketing emails in an account, since I play 99% of the time without a bonus. In this case, however, the marketing emails were still active. He wanted to forward this to the relevant department to investigate.
I will report later in this case whether the payouts went smoothly.
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6 months ago
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The first payout has been processed. I am therefore closing this complaint and thanking everyone involved.
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vasrud,
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,
Veronika
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6 months ago
We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
The player sent us the following email:
Unfortunately, my joy was short-lived. I received the first payment of €500.00 on Thursday. Since then, things have been at a standstill.
The requested withdrawals are all from July 12, 2025, and only a few minutes apart, which is why I can't imagine that the queue is so immense.
The KYC team still doesn't respond to email inquiries. I'm starting to wonder what's going on there.
Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Translation
Hello everyone,
Thank you for reopening the case.
I would like to add at this point that I now have new information that I would like to share with you.
After consulting with live support and the finance department, the next payout is scheduled for July 24, 2025. I generally assumed that withdrawal requests would be processed within 3–5 business days. The daily payout limit is understandable and legitimate.
However, I was informed that only one request is processed every 3–5 business days. Subsequent requests are only added to the queue after the previous withdrawal has been completed, with another 3–5 business days of processing time. This means I can essentially only make one withdrawal per week via bank transfer.
This isn't a problem in itself—but it should be communicated clearly and transparently. A monthly withdrawal limit of €10,000 per bank is practically unattainable under these conditions.
With an average of 21 working days per month and a processing time of about 4 working days per payout, a maximum of €3,000 per month would be realistic.
Likewise, it makes little sense for players to submit multiple withdrawal requests at the same time, as this does not shorten the processing time and these requests can also be canceled during the waiting period.
I will now wait for the next two payouts and expect to receive the final payout towards the end of next week.
As I said: No problem – every casino has the right to set its own payout rules, and payouts will be made.
However, the process is significantly longer, which I have never experienced before, and for players who achieve higher winnings, this leads to an enormous waiting period.
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6 months ago
Dear Vasrud,
My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Rolling Slots Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?
Thank you in advance for providing the information.
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6 months ago
Hello Jana,
first of all, thank you very much for your support. I have now received the second payment.
Basically, the situation is that for bank withdrawals, a processing time of 3–5 business days is stated. Based on experience with other casinos, I assumed that all withdrawal requests would be processed within that 3–5 day window. It’s understandable that there can be different payout dates (e.g. €500 every 24 hours).
However, this case is different. Here, one withdrawal is processed every 3–5 days. Once that transaction is completed, the waiting time for the next one begins—regardless of whether it was requested more than 3–5 days ago. As a result, payouts are generally delayed by almost a week.
In my case, I expect the remaining €500 to be paid out next week. In theory, I could still cancel this request, even though it was submitted back on July 12, 2025. But considering this method, I’m left wondering how a withdrawal limit of €10,000 is supposed to be reached if a single request of up to €500 is processed only every 3–5 business days.
Of course, I will continue to report whether I receive the payout. Perhaps the casino representative can confirm if this is indeed how the withdrawal method works. I believe this should be made clear and transparent. At other casinos, all three requests are processed after a few days. If the daily limit is exceeded, the next payout is automatically processed the following day—not 3–5 days later.
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6 months ago
Dear Vasrud,
thank you for the update. Please keep us informed of any new development.
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6 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Vasrud,
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,
Jana
