The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The Complaints Team had attempted to assist by reaching out for updates and extending the response time. However, due to a lack of communication from the player, the complaint was unable to be investigated further and was rejected.
Rolling Slots Casino - Player believes that their withdrawal has been delayed.
Amount: €500
Rolling Slots Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
I'm not typically someone who complains, and up to this point, I've never done so, but I'm somehow stuck and asking for your help. On the 22nd of October, I requested a withdrawal. To process it, I needed to verify my identity, which is standard. I submitted the required documents, and that was fine. Then they wanted proof of payment, which I also provided, obviously using the payment method I deposited with. Now I've been waiting for over a week for a response, but nothing is happening. I've tried multiple times to speak with someone in the chat and asked for help, but it's been in vain. I keep receiving the same automated messages as responses. I'm not being verified, which means my withdrawal request isn't being processed. I'm slowly starting to believe that I won't receive the money.
Automatic translation:
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2 months ago
Dear Sinoo89,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Dear Sinoo89,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
