The player from Austria was experiencing delayed withdrawal from the casino. Despite being fully verified and following the payout rules, he was not receiving daily payouts as promised. The casino responded by stating their terms and conditions, emphasizing their right to determine payment and withdrawal terms, and confirming the player's successful verification and two processed withdrawals. The player insisted on immediate full payment, but the casino scheduled the next withdrawal for the following week. We extended the complaint's timer by 7 days for the player's response, but due to a lack of response, we had to reject the complaint.
Rolling Slots Casino - Delayed payout experienced by the player.
Amount: €3,300
Rolling Slots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
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.....
Automatic translation:
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2 months ago
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
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2 months ago
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
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2 months ago
Translation
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
Automatic translation:
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2 months ago
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.
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1 month ago
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.
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1 month ago
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.
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