The player from Germany registered at the casino, deposited €50, and won €660 without using a bonus. After multiple unsuccessful attempts to verify his account, he was logged out and found his account deactivated. The support directed him to email the Risk Department and KYC, but he received no further response. The player later reported his account was reactivated, but he did not update on the withdrawal status. The complaint was closed because the player failed to respond to follow-up messages.
Rolling Slots Casino - Player's account has been closed by Risk Department.
Amount: €660
Rolling Slots Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
Rolling Slots Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
Public
Public
5 months ago
Translation
Hello everyone,
I signed up at the casino today and deposited €50 with my credit card a few minutes later.
After making the deposit, I played Golden Ticket 2 with a €1 bet.
During this, I hit the €500 symbol and triggered the free spins, accumulating a total of €660 in my account. I then wanted to see how the withdrawal process works.
I found out that I couldn't withdraw anything. Okay, no problem, since the wagering requirements after the deposit were not yet met. No BONUS was taken during the deposit! I then attempted to verify myself by uploading documents several times, but it failed each time. I tried 3-4 times and suddenly saw that I was logged out... Okay, odd, I thought. I tried to log back in, and surprise, "User currently deactivated. Please contact Online Support."
I contacted support through chat, and they just directed me to send an email to support@rollingslots.com. I did that and received a response saying that my account was blocked by the Risk Department and that it needs to be reviewed. When I asked how long it would take, I received the same email again. I inquired again via chat, and they told me to email kyc@rollingslots.com, which I did, and now there’s complete silence from the casino. I’m curious to see what comes of this!
Automatic translation:
Public
Public
5 months ago
Hello Niko187,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolling Slots Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
5 months ago
Translation
Hello everyone,
The account has been activated again. I have no information as to why and how it was blocked after the win. I'm now trying to make a withdrawal to see if that works without any problems.
Automatic translation:
Public
Public
5 months ago
Hello Niko187,
Do you wish to keep the complaint until the payment is processed?
Public
Public
5 months ago
Translation
Yes, please. I will contact you immediately after the payment and report.
Automatic translation:
