Rolling Slots Casino - Player’s account has been blocked.

Hello, I won on this casino the other day and started doing my verfication process where I sent my passport ID, took a selfie, and my bills to prove my address in Norway so I could withdraw my 17000NOK balance. However, I found out my account got blocked unfairly when I only played casino slot games, baccarat and blackjack.

Please help me to unblock my account so I can withdraw the money I played with fair and square, it should be illegal for them to just confiscate my account because I won.

Dear Kuroichigo123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolling Slots Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly your account was blocked? 
• Did your personal information in your casino profile match the documents you provided for verification?
• Did you achieve your current balance with the help of a bonus? 
• Have you previously registered other accounts in this online casino?

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

Best regards,

Tomas

Hello Tomas, I just recently signed up on rolling slots, I played there on 21st January, and after winning 17k NOK I without using bonus, I attempted to withdraw. I needed to verify myself to withdraw, so I used my passport, proof of address through my credit card and took a selfie, everything matches my personal information. I was traveling during the time as I was playing and verifying because I had nothing to do and was simply bored, but I received the message that my account got blocked out of nowhere and that my funds were confiscated because my verfication didnt go through, without any prior details to why it didnt go through since it said at the start that they accepted my documents. I haven't registered on any other accounts on rolling slots, nor ever did I verify on rolling slots with my personal ID.

Thanks for your reply and explanation.

Could you please forward the documents you submitted for verification to my email at tomas@casino.guru for review?

I apologize for the inconvenience

I have sent them to you now

Dear Kuroichigo123,

I am afraid I haven't received any email from you.

If you are using to contact me using a different email other than the one you used to register at casino.guru, please send the information again referring to the complaint ID number thanks for your understanding.

my email is tomas@casino.guru

Thank you very much, Kuroichigo123, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Kuroichigo123,

My name is Kubo, and I was in the process of reviewing your complaint. However, after receiving additional information from the casino, it has come to light that your account was flagged by the Sumsub verification system. The documents you submitted across multiple brands were either found to be forged or belonged to a third party, which is a clear violation of the casino's Terms & Conditions, as well as the KYC and AML policies.

Please understand that KYC (Know Your Customer) is a critical process for casinos, ensuring compliance with anti-money laundering regulations and helping to prevent fraud and identity theft. Verifying player identities is essential for maintaining a safe and responsible gaming environment, protecting minors, and fostering trust among users. Ultimately, these measures contribute to a more secure and reliable gaming experience for all players.

As a result of the information provided, we are unable to proceed with your complaint, and it must unfortunately be rejected as unjustified.

For future reference, I strongly advise that you strictly adhere to the casino's Terms & Conditions and avoid any actions that could be perceived as attempting to deceive the casino or bypass its policies by providing false or misleading information.

I appreciate your understanding, and regret that I could not offer a more favorable resolution in this instance. Should you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo