The player from Greece faced difficulties withdrawing winnings of €120 due to ongoing identification and verification requests from the casino. Despite providing multiple documents, he encountered issues related to his lost card and the requirements for proof of ownership. He suspected that the casino was exploiting his situation to avoid processing his withdrawal. The issue was resolved when his application for withdrawal was approved after further communication. The complaint was marked as 'resolved' in the system.
Rolling Slots Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €120
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
So my complaint is as follows, I used this company to play and won an amount of €120. They asked me to take all the necessary steps to identify my account. I sent them everything! Certificates, addresses, ID. I also sent them a screenshot of the card I use for the deposit. And a screenshot through e-banking with my details written on it and its number. I sent them whatever attachments they asked for. The thing is, however, that I made a deposit from my iPhone on which I had my card stored via Apple Pay for a very long time, which card, however, I have lost. They asked me for a screenshot of the deposit. I should stop taking screenshots after every deposit I make at betting shops. They asked me for a letter from my bank that the IBAN belongs to me. I sent it to them! Then they ask me for a letter from my card that it belongs to me. I contacted my bank and they sent it to me but in a locked file format that requires my AFM to open the file because the bank told me that it is forbidden to send this particular PDF unlocked. I also send them my AFM and tell them to use it to open the file and they tell me that they do not have the authority to do so. Now I took a screenshot of the open PDF and created another unlocked PDF and sent it to them again. They are really trying to trick me for 120€ and they told me to hurry up so they don't lock my account. If I ask for a reissue of my card, its number will change and I will have a problem again. I think they are exploiting the problem I am facing to not give me the money. If you can do something, I would really appreciate it. Thanks in advance!
Automatic translation:
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8 months ago
Dear velis1993,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you further, could you please clarify the following details?
- Have all your documents been approved and verified, apart from the proof of ownership of the bank card that you lost?
- When was the last time you sent the document you received from the bank to the casino?
- Have you tried visiting the local branch of your bank to request a physical document confirming that you are the owner of the lost card?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
Dear velis1993,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Translation
Fortunately, my application was approved. Thank you very much!
Automatic translation:
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7 months ago
Dear velis1993,
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,
Veronika Fritz
Casino.Guru
