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I was a little lucky over the weekend and won some money.

I then uploaded my verification data (ID, bank statement, photo bank card, online banking screenshot). I should mention that so far, I've only deposited using Cashlib. Verification of this prepaid card is obviously not possible. Depositing via Sofort isn't possible with my bank using any of the deposit providers offered. Therefore, I wanted to clarify with the team how the verification can be carried out or whether there is an alternative option.

The real problem, however, is that the live chat says the KYC team is sending me emails. I haven't received a response to any of my emails, including to the customer care team, either in my inbox or junk mail. Live support tells me to check my inbox, but I'm doing that very carefully. Since I haven't received a response, I can't verify my account and hope that communication is possible this way.

Ich habe am Wochenende etwas Glück gehabt und einen Betrag gewonnen.

Im Anschluss habe ich die Verifizierungsdaten hochgeladen (Ausweis, Kontoauszug, Foto Bankkarte, Screenshot Online Banking). Ich muss dazu sagen das ich bisher nur per Cashlib eingezahlt habe. Eine Verifizierung dieser PrePaid Karte ist natürlich nicht möglich. Eine Einzahlung per Sofort ist mit meiner Bank bei allen angebotenen Einzahlungsanbietern mit meiner Bank nicht möglich. Daher wollte ich mit dem Team klären wie die Verifizierung durchgeführt werden kann oder ob eine alternative Möglichkeit besteht.

Das eigentliche Problem jedoch ist das der Livechat meint das KYC Team würde mir Emails schicken. Ich habe auf alle meine gesendeten Emails auch an das Customer Care Team bisher keine Antwort erhalten, weder im Posteingang noch Junk. Der LiveSupport meint ich solle mein Postfach prüfen aber das tue ich genauestens. Ich kann, nachdem ich keine Antwort erhalte, meinen Account daher nicht verifizieren und hoffe das auf diesem Wege eine Kommunikation möglich ist

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

To better understand your situation and assist you more effectively, could you please clarify the following points?

• When exactly did you receive the most recent email from the casino’s customer support?
• Have you checked whether there might be an issue with your email provider? Are you receiving other emails without any problems?
• Have you deposited via Cashlib into this casino before, or was this your first time using this payment method?
• Do you have any documents or receipts that could help verify this payment method—for example, proof that you purchased the prepaid card and used it to deposit into the casino?

I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

The problem is that I'm not receiving any emails. I've also pointed this out to support. The email address has now been transferred to a different provider, and I'm hoping I'll get a response there.

However, I receive emails from the original provider (Outlook) without any problems, and sending them is also possible.

I've only deposited via Cashlib so far. I have the voucher code and serial numbers, but they don't allow me to display any history.

Das Problem ist das ich keinerlei E-Mails erhalte, darauf habe ich den Support auch hingewiesen. Mittlerweile wurde die E-Mail Adresse auf ein anderen Provider hinterlegt und ich hoffe das ich hier eine Antwort erhalte.

Ich erhalte jedoch beim ursprünglichen Provider (Outlook) ohne Probleme E-Mails, ebenso ist der Versand auch möglich.

Ich habe ausschließlich bisher per Cashlib eingezahlt. Ich besitze den Vouchercode und die Seriennummern anhand dieser lässt aber keine Historie abbilden

A quick note: I just received confirmation (I can't believe it, even via email) that a payout will be made within 24 hours. I'll report back on this if this actually happens.

However, I'd like to briefly explain what happened today. I had another lengthy conversation with Live Support and explained that, with all due respect, I'm able to check my email inbox and we've already switched to an alternative email address.

After a lengthy back and forth, Live Support informed me that I had unsubscribed from emails and would therefore no longer receive any emails from RollingSlots. It's not uncommon for me to partially deactivate marketing emails in an account, since I play 99% of the time without a bonus. In this case, however, the marketing emails were still active. He wanted to forward this to the relevant department to investigate.

I will report later in this case whether the payouts went smoothly.

Kleiner Zusatz ich habe soeben (ich fass es nicht, sogar per E-Mail) die Bestätigung bekommen und das eine Auszahlung binnen von 24 Stunden erfolgt. Hierzu werde ich nochmal berichten ob dies auch erfolgt ist.

Ich möchte hier aber noch kurz das Thema erklären was heute noch erfolgt ist. Ich hatte nochmals ein längeres Gespräch mit dem LiveSupport und habe erklärt das ich bei aller Liebe dazu in der Lage bin mein E-Mail Postfach zu prüfen und wir auf eine alternative E-Mail Adresse bereits ausgewichen sind.

Nach längeren hin und her hatte mir der LiveSupport mitgeteilt das ich mich für E-Mails abgemeldet habe und ich daher keine E-Mails von RollingSlots erhalten würde. Es ist nicht unüblich das ich teilweise Marketing E-Mails in einem Konto deaktiviere da ich zu 99% ohne Bonus spiele. In diesem Fall waren jedoch auch die Marketingemails noch aktiv. Er wollte dies an die Fachabteilung weiterleiten um dies zu prüfen.

Ich berichte im Nachgang noch in diesem Fall ob die Auszahlungen auch reibungslos verlaufen sind.

The first payout has been processed. I am therefore closing this complaint and thanking everyone involved.

Die erste Auszahlung wurde durchgeführt. Ich schließe daher die Beschwerde und bedanke mich bei allen beteiligten.

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

Dear Vasrud,

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

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

Unfortunately, my joy was short-lived. I received the first payment of €500.00 on Thursday. Since then, things have been at a standstill.

The requested withdrawals are all from July 12, 2025, and only a few minutes apart, which is why I can't imagine that the queue is so immense.

The KYC team still doesn't respond to email inquiries. I'm starting to wonder what's going on there.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Jana ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello everyone,

Thank you for reopening the case.

I would like to add at this point that I now have new information that I would like to share with you.

After consulting with live support and the finance department, the next payout is scheduled for July 24, 2025. I generally assumed that withdrawal requests would be processed within 3–5 business days. The daily payout limit is understandable and legitimate.

However, I was informed that only one request is processed every 3–5 business days. Subsequent requests are only added to the queue after the previous withdrawal has been completed, with another 3–5 business days of processing time. This means I can essentially only make one withdrawal per week via bank transfer.

This isn't a problem in itself—but it should be communicated clearly and transparently. A monthly withdrawal limit of €10,000 per bank is practically unattainable under these conditions.

With an average of 21 working days per month and a processing time of about 4 working days per payout, a maximum of €3,000 per month would be realistic.

Likewise, it makes little sense for players to submit multiple withdrawal requests at the same time, as this does not shorten the processing time and these requests can also be canceled during the waiting period.

I will now wait for the next two payouts and expect to receive the final payout towards the end of next week.

As I said: No problem – every casino has the right to set its own payout rules, and payouts will be made.

However, the process is significantly longer, which I have never experienced before, and for players who achieve higher winnings, this leads to an enormous waiting period.

Hallo zusammen,

vielen Dank für das Wiedereröffnen des Vorgangs.

Ich möchte an dieser Stelle ergänzen, dass ich inzwischen über neue Informationen verfüge, die ich gerne mit Ihnen teilen möchte.

Nach Rücksprache mit dem Live-Support und der Finanzabteilung ist die nächste Auszahlung für den 24.07.2025 vorgesehen. Grundsätzlich bin ich davon ausgegangen, dass Auszahlungsanträge innerhalb von 3–5 Werktagen bearbeitet werden. Dass die tägliche Auszahlung begrenzt ist, ist nachvollziehbar und legitim.

Mir wurde jedoch mitgeteilt, dass grundsätzlich nur ein Antrag alle 3–5 Werktage bearbeitet wird. Weitere Anträge rutschen erst nach Abschluss der vorherigen Auszahlung wieder in die Warteschlange mit erneut 3–5 Werktagen Bearbeitungszeit. Das bedeutet, dass ich im Grunde nur eine Auszahlung pro Woche per Banküberweisung vornehmen kann.

Das ist an sich kein Problem – jedoch sollte dies klar und transparent kommuniziert werden. Ein monatliches Auszahlungslimit von 10.000 € per Bank ist unter diesen Bedingungen faktisch nicht erreichbar.

Bei durchschnittlich 21 Werktagen im Monat und einer Bearbeitungsdauer von etwa 4 Werktagen pro Auszahlung wären maximal 3.000 € monatlich realistisch.

Ebenso ergibt es für Spieler wenig Sinn, mehrere Auszahlungsanträge gleichzeitig zu stellen, da sich die Bearbeitungsdauer dadurch nicht verkürzt und diese Anträge zudem während der Wartezeit stornierbar sind.

Ich werde nun die nächsten beiden Auszahlungen abwarten und gehe davon aus, dass ich die letzte Auszahlung gegen Ende nächster Woche erhalten werde.

Wie gesagt: Kein Problem – jedes Casino hat selbstverständlich das Recht, seine eigenen Auszahlungsregeln festzulegen, und die Auszahlungen erfolgen ja auch.

Allerdings wird der Prozess deutlich in die Länge gezogen, was ich in dieser Form bisher nicht kannte und für Spieler die höhere Gewinne erzielen führt dies zu einem enormen Warteprozess.

Dear Vasrud,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. 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, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Hello Jana,

first of all, thank you very much for your support. I have now received the second payment.

Basically, the situation is that for bank withdrawals, a processing time of 3–5 business days is stated. Based on experience with other casinos, I assumed that all withdrawal requests would be processed within that 3–5 day window. It’s understandable that there can be different payout dates (e.g. €500 every 24 hours).

However, this case is different. Here, one withdrawal is processed every 3–5 days. Once that transaction is completed, the waiting time for the next one begins—regardless of whether it was requested more than 3–5 days ago. As a result, payouts are generally delayed by almost a week.

In my case, I expect the remaining €500 to be paid out next week. In theory, I could still cancel this request, even though it was submitted back on July 12, 2025. But considering this method, I’m left wondering how a withdrawal limit of €10,000 is supposed to be reached if a single request of up to €500 is processed only every 3–5 business days.

Of course, I will continue to report whether I receive the payout. Perhaps the casino representative can confirm if this is indeed how the withdrawal method works. I believe this should be made clear and transparent. At other casinos, all three requests are processed after a few days. If the daily limit is exceeded, the next payout is automatically processed the following day—not 3–5 days later.

Dear Vasrud,

thank you for the update. Please keep us informed of any new development.

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

Dear Vasrud,

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,

Jana