The player from Germany has been waiting for over two weeks for a withdrawal from an online casino. Despite daily communication, she keeps receiving the same response about consecutive payouts but the process hasn't started yet. We contacted the casino and found out that the casino processed several withdrawal to the player, though some were cancelled. As the money was return to the player's balance, she played it to zero, and then requested to close her casino account. We asked the player to confirm this, but she stopped respondig to our messages, so the complaint was finally rejected.
Rolling Slots Casino - Player experiences withdrawal delay.
Amount: €800
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
6 months ago
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7 months ago
Translation
Dear Sir or Madam, I wrote to the online casino every day and always asked when my money would be paid out, and I always got the same answer that it would be processed after the payout, and that took more than two weeks... My hope is that I can be helped here because I have the feeling that it won't be paid out. I would like to thank you in advance. Kind regards, Carmen W************
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Dear cwillenbacher,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?
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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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7 months ago
Dear cwillenbacher,
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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7 months ago
Translation
Hello, thank you for your feedback, I reported my case here after almost a month had passed when I requested my payout... I wouldn't have reported the case here if I hadn't waited so long, but now I'm away from it Casino blocked. I no longer want to use this casino rolling slots. Thanks again for your quick reply. Kind regards
Willenbacher
Automatic translation:
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6 months ago
Thank you very much, cwillenbacher, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.
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6 months ago
Hi cwillenbacher,
I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when it replies.
Dear Rolling Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons the player's withdrawal requests were still not approved?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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6 months ago
Dear Casino Guru Complaint Specialist,
Thank you for reaching out regarding the player's complaint. We appreciate your efforts to facilitate a resolution.
We'd like to clarify that all the player's withdrawals have been successfully completed, including the most recent one, which was paid to the client without any issues on 26/09/2023. However, it's important to note that other withdrawals were canceled and, successfully, played by the player. Additionally, we want to inform you that the player's account has been closed upon his request.
We are committed to ensuring the best possible experience for our players and will gladly cooperate to address any concerns.
Best regards,
Rolling Slots Casino Representative
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6 months ago
Thank you for the message, Rolling Slots Casino.
Dear cwillenbacher, based on the information from the casino, the last withdrawal was processed on 26/9/23, have you checked your bank account if you received the payment?
Could you please also confirm if you played all your balance down to zero after some of your withdrawal requests were canceled and the money returned to your balance?
Regards,
Natalia
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6 months ago
Dear cwillenbacher,
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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6 months ago
Dear cwillenbacher, unfortunately, we are forced to reject this complaint based on the information from the casino. Since some of your withdrawals were paid out and the rest of the money was returned to your balance, it was entirely your decision to play that balance away and request the account closure afterward. It had been done before we even contacted the casino, as I see it, so we cannot proceed with this complaint anymore, also considering the lack of communication.
The player can reopen this complaint at any time.
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