The player from Germany faced difficulties withdrawing funds as the casino demanded verification of a cancelled virtual card, which no longer existed. He submitted multiple documents but did not receive any replies from the casino. The issue was resolved after the player confirmed resolution through the complaint system. We marked the complaint as resolved in our records and offered further assistance if needed.
Rolling Slots Casino - Player’s withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €1,200
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
I have uploaded 3 credit cards, bank statements, and screenshots from my banking.
The casino is demanding another card, 539258******1499, which was a virtual card. I cancelled this card and ordered a new one. Therefore, this card no longer exists.
Unfortunately, I'm no longer receiving a reply.
Automatic translation:
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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
Hello,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:
- Did you use the virtual card ending in ****1499 to deposit funds into this casino?
- Had this particular card been successfully verified by the casino before?
- On what dates did you make deposits using this card, and how many deposits were made in total?
- Do you have any official document from your payment provider confirming that this card was issued in your name?
Your answers will help us assess the situation more accurately and determine how we can proceed.
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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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ric475,
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
