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Hello!

I am fully verified and have played without a bonus.

I made a win, but then I was informed that only 500 Euros can be paid out within 24 hours.

I received the first payout on Wednesday morning. After that, nothing more. They're not paying out anymore.

They are violating their terms & conditions (not making a payout every 24 hours - this should also happen on weekends).

No one is responding anymore.

I wanted to have my player ID due to a complaint, but... no response anymore.

I just want to have my complete money which is over 3300 Euros.

Can anyone help me?

It seems to be going a bit towards the fraud side.....

Hallo!

Ich bin vollständig verifiziert und habe ohne bonus gespielt

Habe einen Gewinn gemacht und dann wurde mir mitgeteilt dass immer nur 500 Euro innerhalb von 24h ausbezahlt werden.

Die erste habe ich am Mittwoch vormittag bekommen. Danach nichts mehr. Es wird nicht mehr ausbezahlt.

Sie verstossen gegen ihre agbs (keine auszahlung alle 24 stunden - auch wochenends müsste das dann passieren)

Es reagiert auch keiner mehr

Wollte meine player id wegen einer beschwerde haben......keine reaktion mehr....

Ich möchte nur mein komplettes geld über 3300 Euro haben

Kann mir da jemand weiterhelfen?

Scheint schon ein wenig in die betr..... seite zu gehen.....

Dear ELMINATOR85,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear ELMINATOR85,

We wish to inform you regarding the withdrawal process in line with our terms and conditions, which play a pivotal role in ensuring transparency and fairness.

As outlined in point 9.2:

"Rolling Slots has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process."

Furthermore, we would like to emphasize that our Financial Department processes withdrawals during their working hours, which are from Monday to Friday, 9 AM to 6 PM.

We are pleased to acknowledge that, based on our records, you successfully completed the verification process on 22 February. Subsequently, we are delighted to confirm that you have received two withdrawals in 3 working days. Furthermore, our next withdrawal is scheduled for this Wednesday.

If you have any further inquiries or require additional clarification, please do not hesitate to reach out to our Customer Support team.

Kind Regards,

Rolling Slots Casino Representative

Hello!

In their general terms and conditions it says 500 euros every 24 hours.

I applied for 3x500 euros on Wednesday last week!

1x500 euros were accepted last Thursday.

They are violating their own guidelines and that is not ok! They enrich themselves with my/our money.

Please arrange a full immediate payment (3x500 euros) --》they say yes they can do that.

Otherwise, I'll go straight to the regulatory authority and also to siv websites.

Furthermore, I don't get the Player ID I requested!!!! This should be sent to me immediately.

They also say that the next payout won't come until Wednesday....... how many hours is that??????

Not aceptable. Zero stars.

Clarify this. I won't accept it like that. I need the money too

Hallo!

In den allgemeinen Geschäftsbedingungen von ihnen steht 500 Euro alle 24 Stunden.

Ich habe letzte Woche am Mittwoch 3x500 Euro beantragt!

1x500 Euro wurden letzte Woche Donnerstag akzeptiert.

Sie verstossen gegen ihre eigenen Richtlinien und das ist nicht ok! Sie bereichern sich mit meinem/ unseren Geld.

Bitte veranlassen Sie eine vollständige sofortige Zahlung (3x500 Euro) --》sie sagen ja das sie das machen können.

Ansonsten gehe ich jetzt sofort zur Regulierungsbehörde und auch auf siv Websites.

Weiters bekomme ich auch die angefragte Player ID nicht!!!! Diese wäre mir unverzüglich zukommen zu lassen.

Sie sagen auch das erst am Mittwoch die nächste Auszahlung kommt....... wieviele stunden sind das dann??????

Nicht akzeptable. Null Sterne.

Klären Sie das. Ich werde das so kicht hinnehmen. Brauche das Geld auch

Hi ELMINATOR85,

As indicated by the casino's response, the next payment was scheduled for processing on the 28th of February.

• Can you confirm if you received any recent withdrawals last week?

As previously stated, at Casino.Guru, we allow a two-week timeframe to address delayed payment cases. We commence communication with the casino only after this two-week period from the withdrawal request. It's important to emphasize that we avoid contacting casinos prematurely, and most cases are resolved successfully within this specified timeframe.

Thank you very much for your patience and understanding.

Dear ELMINATOR85,

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 regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.