Rolling Slots Casino - Player is having difficulty in verifying ID for withdrawal.

Casino won't accept my government issued ID even though they say they accept them in t&cs. It's not expired and it's the only id I have. I have provided multiple other IDs with matching name including a picture of me holding it but they are trying to say I need a passport or licence which I can't get. Finance team won't reply to emails and just sends an automated response and won't tell me what else I could provide to authenticate. They were happy to take my deposit but now they are trying to not let me withdraw.

Dear Madsxo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your ID?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

If you wish, you can forward your picture ID to petronela.k@casino.guru for our review.

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

Best regards,

Petronela

I started this process about 13 days ago and I just keep getting an automated response that is the same over and over.

I have never had an issue using the same id with any other casino.

They didn't provide any information they just emailed me saying we can't accept an ID card (but when you go to upload documents it lists 'national Id card' as one of the options).

They also offer Skype as an identity check on there website but when I asked them to do this they have ignored me.

The finance team is just sending the same automated response which is basically a cut and paste of the t&cs everytime I email. And there live chat operators won't assist at all they just say they can't help and to send an email.

Thank you very much, Madsxo, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.  

Hello Madsxo,

This is Dominika and from now on, I will be taking care of your complaint. 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.

Kind regards,

Dominika

Casino.Guru

Dear Madsxo ,

We appreciate the opportunity to address your feedback.

Our team takes customer verification and security seriously, employing industry-standard measures to ensure the integrity of our services.

According to our data, you have encountered difficulty in the verification process due to insufficient proof of identity. Our established security protocol, powered by Sumsub, identified that the documentation provided did not meet the necessary criteria for verification purposes. Specifically, the document in question was deemed invalid, as it was photoshopped.

To facilitate the verification process successfully, we require documentation that adheres to our standards. This includes a valid : driver's license, learning driver's license, national ID (not proof of age),or an international passport.

Should further clarification or assistance be necessary, our team remains readily available to address any inquiries or concerns promptly.

Kind Regards,

Rolling Slots Casino Representative

A proof of age is a government issued National ID card in Australia in every state. It even states that on the back of the card. You just stated that I could use national ID as an option for identification, so why is this not being accepted?

Why list it as an option if it you don't actually accept it? That is very misleading information, and I would not have deposited with you in the first place if I had known this to begin with.

My national ID also matches the exact details that would be on my driver's licence, if I was able to get one.

So I don't understand why is isnt being accepted as a national ID when it clearly is one? My proof of age photo was not photo shopped in any way, I even sent a selfie with the card to prove that. I am happy to show it in a Skype call to prove that it is not photo shopped in any way (as listed in your t&cs).

Dear Madsxo, could you please provide me with a photo of the document with better lighting through my email address (dominika.l@casino.guru)?

Dear Madsxo,

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.

I have sent you an email with my id

?

There is an ongoing communication with both the casino and the player. We have decided to extend the timer by another 7 days.

Dear Madsxo, we have discovered that you have submitted altered documents during the verification process, which is a clear violation of the casino's terms and conditions, please refrain from doing this again in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.