The player from Estonia had his account frozen after mistakenly entering the wrong apartment number while submitting KYC documents. Despite providing the correct address and reaching out to support, he had not received a response, and his withdrawal of 260€ remained pending. The issue was resolved as the player confirmed that he had received his winnings, allowing the complaint to be marked as 'resolved' in the system.
Rolling Slots Casino - Player’s account is blocked and withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €260
Rolling Slots Casino
Safety Index:Very highCase summary
Discussion
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7 months ago
Hi, i deposited 20€ and after playing made a withdrawal of 260€ on 07.06.2025, had wagered it and did not use any bonus. Uploaded all of required documents for KYC, but by accident put wrong apartment number and they frozen my account. I reached out to support and sent them the correct address, but still have not gotten any answer to any of my emails and account is still blocked and havent gotten my money. Chat keeps telling me its not their department and they dont know when i will get the anwser. To me it seems like they dont want to pay out and are on purpose avoiding answering to me.
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7 months ago
Dear Simon2929,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
To better understand the situation and assist you effectively, could you please provide the following information:
- Is all the personal information you provided to the casino accurate, apart from the apartment number?
- What exactly is the discrepancy between the apartment number you entered and the correct one?
- When did you first realize that the apartment number in your casino profile was incorrect?
Your cooperation in providing these details will help us investigate the matter further and work toward a resolution.
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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7 months ago
Hi, just letting you know that I recieved the money today and can close this complaint
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7 months ago
Dear Simon2929,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
