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I completed a video verification call with Rolling Slots on 31 March 2026 at 12:00 PM (CET). I was present on time, my face was clearly visible, I showed my ID as requested, and the call finished without any issues.

Despite this, Rolling Slots sent me an email stating the verification was classified as "failed" under clause 2.5.1 and confiscated all my winnings with the account permanently closed.

No specific reason was given for why the call was considered failed. Clause 2.5.1 only applies where a player does not attend or does not pass I did both. There is no basis for applying this clause to a completed call with no stated failure criteria.

I am requesting:

- A specific explanation of what criteria were used to classify the call as failed

- Reinstatement of my withheld winnings

This appears to be a bad faith use of a KYC clause to confiscate winnings from a player who fully cooperated with the verification process.

Important notice:

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Dear Grecowrestk,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with the withdrawal process at Rolling Slots.

To better understand your situation and assist you in resolving this issue, could you please provide us with the following details:

• What specific email did you receive from Rolling Slots regarding the verification failure?
• What other verification documents have you already provided, and when did you submit them?
• Were they provided in the correct format and within the timeframe?

Your cooperation in providing these details will help us investigate the matter and work towards a resolution. It is important for us to gather all relevant information in order to effectively mediate this issue on your behalf.

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

Best regards,

Petra

What other verification documents have you already provided, and when did you submit them?

Live selfie, ID and bill.

Were they provided in the correct format and within the timeframe?

Instantly after my withdraw and yes

Thank you for your reply and for providing the previous details, grecowrestk.

Could you provide any additional evidence/communication you had with the casino that would support hte case? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I already provided everything long time can we continue.

Dear grecowrestk

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 Martin (martin.l@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,

Petra

Hello grecowrestk,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Rolling Slots Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Please provide us with the reasons why the player failed the verification call. In case it is possible, please also provide us with a full recording of said call, it will not be shared with any 3rd party.

Thank you in advance for providing us with your view of the issue, you can reach me at martin.l@casino.guru.

Dear Martin,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team

Dear casino representative,

thank you for your detailed message, I have issued a response.

Dear Martin,

We have successfully provided all the details and evidence regarding this case. Please let us know if you require any further information or additional documentation from our side.

Best regards,

Rolling Slots Casino Team

With respect, no, what the casino provided wasn't enough. No specific failure criteria were specified.

I completed the video call on time, with my face clearly visible, showed my ID, and no issues were raised during the call. Clause 2.5.1 applies to non-attendance or failure to pass; neither of these situations occurred.

These are my own funds, deposited. No bonuses have been played. I ask Rolling Slots a simple question: what, specifically, did I fail to do? If I can't answer, the seizure is groundless.

Con rispetto, no quello che il casinò ha fornito non è sufficiente. Non è stato indicato alcun criterio specifico di fallimento.

Ho completato la videochiamata in orario, con il viso chiaramente visibile, ho mostrato il documento, e durante la chiamata non è stato sollevato alcun problema. La clausola 2.5.1 si applica alla mancata presenza o al mancato superamento nessuna delle due situazioni si è verificata.

Si tratta di fondi miei, depositati. Nessun bonus è stato giocato. Pongo a Rolling Slots una domanda semplice: che cosa, nello specifico, avrei fallito? Se non sono in grado di rispondere, la confisca non ha alcun fondamento.

Dear grecowrestk,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The information available clearly indicates that your account is linked to other accounts by various high-level technical identifiers. Together with the additional findings presented during the investigation, including the verification call, evidence supports the casino’s conclusion that the account was not used in accordance with their Terms and Conditions.

For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any situations that may lead to account linkage or the use of multiple accounts, whether directly or indirectly.

I understand this is not the outcome you were hoping for, but given the strength of the evidence, we are unable to rule in your favor in this case.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best regards

Martin