The player from Germany faced difficulties withdrawing funds after being asked for additional verification despite an initial successful process. He found the constant reference to terms and conditions unprofessional and expressed his frustration over past losses. The issue was resolved after the player confirmed that the problem had been addressed, and the complaint was marked as resolved in the system.
Rolling Slots Casino - Player's withdrawal is delayed due to verification.
Resolved
Our verdict
Case closed
Amount: €500
Rolling Slots Casino
Safety Index 9.2 Very highCase summary
Discussion
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2 months ago
Translation
After the first withdrawal went smoothly following my initial successful verification, I have to verify myself again for the second withdrawal. It's possible that RollingSlots reserves the right in their terms and conditions to request further verification documents and to freeze withdrawals during the review phase. However, the fact that the live chat constantly refers to the terms and conditions I accepted strikes me as unfriendly and unprofessional.
I will never deposit or play another single euro here, and I have already lost thousands of euros there.
RollingSlots is a scam, nothing more and nothing less.
Automatic translation:
Public
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2 months 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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2 months ago
Dear B5xElite,
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:
- Has the casino requested any specific documents to verify your account?
- Which documents have you already submitted, and when did you send the most recent one?
We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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2 months ago
TranslationI have all my data such as:
- credit card, front & back
- regular Giro bank card front & back
- My electricity provider's bill
- Front & back of my driver's license
- Screenshot from my online banking showing my name and IBAN
- Statement from my credit card account
The file was fully uploaded. Nevertheless, I was asked for re-verification, and my payout was therefore put on hold.
I don't know what else I should upload to verify my authenticity. Should I donate one of my kidneys?
Update:
I have now been verified a second time, and according to the support email, my payout is being processed. If I receive this payment, I will inform you to close the complaint.
I would like to add that it is outrageous to keep demanding new evidence when so much has already been submitted.
The online casino Rolling Slots doesn't care about deposits!
Here, we are deliberately speculating that the player will cancel the payout and gamble away the money.
I will definitely not play there again if I don't receive this payout.
Automatic translation:
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2 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 B5xElite,
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,
Kristina
