Rolling Slots Casino - Player's withdrawals are delayed.

I was fortunate to get a substantial bonus resulting in a total of $7250. As per the rules of the casino, I’m able to take out $750 a day with 3 withdrawal requests going at the same time. I had received one payment of $750 4 days after I won the bonus and then two more every following Friday. It has now been 17 days and I’ve only received 3 payments and they delayed another payment set for today Sept 11 because their financial department only works certain hours and the payment withdrawal I made is now over the allotted time. My account has been verified and I’m getting extremely frustrated at the slow pace of the payout of this casino. At this point it seems like a stalling tactic to avoid payment. The first payment was quick. It came on the following Monday. But the next two were a week apart and now this next one will be over a week because evidently their financial department only works certain hours and they couldn’t get to it in time. It’s unacceptably slow and I can’t get any answers. technically the withdrawal I am waiting for was made on August 27th and still hasn’t been processed because of their "queue system."

Their KYC department responded to me after several unanswered emails and ensured my fourth withdrawal would come today, but again it hasn’t happened. I just want my winnings and they’re making me jump through hoops to get it. They’re website promotes $750 withdrawals a day, but it’s been 17 days and I’ve had 3 withdrawals processed, 3 more in the queue (one being from august 27th another aug 28 and another from sept 4th) and $3500 waiting to be withdrawn. I’d really appreciate some help with this situation because it’s become extremely frustrating. Thank you

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Dear MSC91,

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.

• When was the last time the payout from the casino reached your bank account?
• When was your account verified?
• Have you accumulated your winnings with the help of a bonus (subject to general bonus terms and conditions)?

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,

Tomas

I just received one today actually. So now I have received four payments. I submitted all my verification stuff the day I hit the bonus which was August 26. And no bonus was used to accumulate the winnings. Every payment takes over a week to get to me. It’s extremely frustrating and I’m getting no help from any department.

Dear MSC91,

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, Mirka (miroslava.d@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,

Tomas

Dear MSC91,

My name is Mirka, and I will be assisting you in solving this case.

Dear Rolling Slots Casino,

I would like to invite you to join this complaint and clarify the delays affecting the player’s withdrawals.

The player confirms receiving four payments but reports that each payment takes approximately a week or longer. Could you please explain the processing intervals and confirm which withdrawal limits apply to this account?

Please also confirm the amount still outstanding and provide a concrete schedule for paying the remaining winnings, including the expected date of the next payment.

Thank you for your cooperation.

Best regards,

Mirka

Dear MSC91 and Mirka,

Thank you for reaching out to us regarding this matter.

We would like to confirm that the information is correct: the player has indeed received 4 payments so far, with the latest payout successfully processed yesterday, September 21st. The player was immediately notified via email upon completion.

Please note that in each communication, we inform players that it may take 3 to 5 business days for the funds to be credited to their account. Since the player’s chosen payment method is a bank transfer, any additional processing delays occur on the bank’s side rather than ours.

We are also pleased to inform you that the next withdrawal is scheduled for today, September 22nd, and will be processed shortly. The player will receive an email confirmation as soon as it goes through. We kindly advise the player to keep an eye on their inbox and bank account.

Furthermore, please be assured that the player is always welcome to contact our Support Team via live chat or email at any time to receive updates on the scheduled dates for their remaining payouts.

We sincerely apologize if the player's experience has been anything less than smooth. Please be assured that we will personally monitor all subsequent withdrawals and do everything in our power on our side to ensure they are processed in full accordance with our limits.

Best regards,

Rolling Slots Casino Team

Hi there,

thanks for the helps. I have reached out to customer service several times over this whole process and they’ve not really been helpful. I received two payments in two days since rolling slots has responded which makes me happy, but the whole process has taken far too long overall. It’s taken almost a month to get 5 payments out. I’m aware that it can take up to 5 days to get the payments processed, but before today, it did take the maximum amount each time. Today’s payment is the first time I’ve gotten two back-to-back. I hope that this process continues because it would make everything exponentially easier for everyone. I didn’t want to get to this point where I had to reach out here to get things moving I just wanted things to go smoother and quicker since I wasn’t getting any responses from the KYC department.

Dear MSC91,

Thank you for sharing your feedback with us.

We completely understand your feelings regarding the timeframe, and we sincerely apologize for any frustration or communication difficulties you experienced earlier in the process.

Please rest assured that we always do everything in our power to process withdrawals as quickly as possible. However, the speed of transactions often depends on the specific payment method used and the necessary processing times on the financial institution's end.

As previously promised, we will continue to personally monitor all of your upcoming withdrawals to ensure they are handled smoothly and as quickly as possible within our platform's set limits.

Thank you very much for your patience and understanding.

Best regards,

Rolling Slots Casino Team

Dear MSC91,

Could you please confirm whether the withdrawal scheduled for September 22 and any later withdrawals have already reached your bank account?

Please also let me know how much of the original balance remains unpaid at this point and whether the payout process is now continuing smoothly. If there are any issues, that could be influenced by the change of the withdrawal method, please try to consider contacting the casino about changing it.

Thank you.

Dear MSC91,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MSC91,

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,

Mirka