The player from Bavaria had won €500 at the casino but faced issues withdrawing the funds, as he received notifications of technical problems that led the money to be credited back to his account. His bank confirmed that there were no blocks on his account, and he sought assistance with the missing winnings. The casino confirmed that the withdrawal attempts had failed due to a temporary technical issue with the payment processing system, and the winnings were automatically returned to his casino balance. Since the player continued to play with the returned funds and subsequently closed his account, it was determined that no refund could be requested. The complaint was resolved with the explanation that the issue had been technical and the winnings were not lost, but the player bore responsibility for the account balance changes after the funds were returned.
Rolling Slots Casino - Player's withdrawal is delayed and winnings are missing.
Unjustified complaint
Amount: €2,500
Rolling Slots Casino
Safety Index 9.2 Very highCase summary
Translation
Ladies and Gentlemen
I won at the online casino mentioned above! Now I'm having problems with the withdrawal... I keep getting a message that the money has supposedly been credited back to my player account due to technical reasons. According to my information, my bank is refusing to credit the money.
Something's wrong! I called my bank, and they said there's no block on my account. I haven't experienced anything like this at any other casino! Furthermore, €500 of my winnings are missing; they haven't been credited back to my account! Please help.
I will send you a file containing information about the VIP manager and the sales figures.
I received this as an email from the casino:
Dear [Redacted],
Thank you for contacting us.
We have received your request regarding the payout.
We would like to inform you that your withdrawal transaction could not be completed due to unforeseen technical problems. Therefore, the amount has been credited back to your casino account.
We kindly ask you to submit a new payment request when you have the opportunity.
We sincerely apologize for any inconvenience this situation may have caused and thank you for your patience, understanding and cooperation.
If you have any questions, we will be happy to help you via live chat or email at support@rollingslots.com further.
Best regards
[Redacted]
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
TranslationVerification passed: Yes
I won without a bonus and haven't been able to successfully withdraw my winnings yet! The problem continues... This time I tried Neteller instead of bank transfer, and it's the same story: the withdrawal was canceled due to technical reasons! And the VIP Alexa keeps telling me the same thing...
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
Dear Oezer,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case?
Thank you in advance for providing the information.
Dear Martina,
We've sent you an email with additional details regarding this case, including our internal review.
Should you require any further information or clarification, please don't hesitate to let us know. We'll be happy to assist.
Kind Regards,
Rolling Slots Casino Representative
TranslationI'm curious to see what this casino will say... The finance department hasn't responded to any of my questions! Except for one Alexa VIP representative who kept trying to comfort me... I've since lost my winnings at this casino and had my player account blocked!
Dear Rolling Slots Casino Team,
Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.
Thank you very much in advance.
Dear Oezer,
Thank you for sharing your experience. We sincerely regret the frustration this situation has caused.
After reviewing your case, we can confirm that the €500 you mentioned as missing was not lost. Once we received confirmation that the withdrawal attempt had failed, the full amount was automatically returned to your casino balance.
Unfortunately, during that period, we experienced an unexpected technical issue affecting the withdrawal process. We submitted your withdrawal multiple times, but each attempt was returned with a failed status by the payment processing system. We understand how concerning this was and your disappointment.
We would like to reassure you that this was a temporary technical issue and not an intentional action or a refusal to pay your winnings. The problem has since been resolved, and withdrawals are currently being processed normally.
We also understand that, following this experience, you chose to continue playing with the returned funds and eventually closed your account. While we respect your decision, we are genuinely sorry that your experience with us ended this way.
Should you ever decide to give us another opportunity in the future, we would be pleased to welcome you back. As a gesture of goodwill, we would be happy to arrange a special bonus for you so you can experience our service under normal operating conditions.
Once again, please accept our sincere apologies for the inconvenience, and thank you for your patience and understanding.
Kidn Regards,
Rolling Slots Casino Representative
TranslationOkay, now I know, thanks for the info! You should train your VIP advisors better so they don't spread nonsense like my bank rejected it!! Thanks also to the Guru Team for your support.
Greetings, all.
Thank you, Rolling Slots Casino, for providing all the information and the evidence about this case.
Dear Oezer,
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt, but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Please, let me know if there is anything else I can help you with; otherwise, I will be forced to close this complaint. Thank you for your understanding.
