The player from Italy is experiencing difficulties withdrawing their winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Rolling Slots Casino - Player’s struggling to complete account verification.
Amount: €500
Rolling Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I have requested payment of the winnings. In response they asked me for a lot of documents which I sent anyway.
Result: they keep asking for more and when I ask when I can have my winnings they never answer.
The requests are 2 winnings of € 500.00
Automatic translation:
Public
Public
2 years ago
Dear serenatonolli,
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 takes 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 account? Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
Public
Public
2 years ago
Translation
Hello, I requested the withdrawals on November 11, a few hours apart from each other. Then the correspondence by e-mail of the request for documents began:
Front - back identity card (I invited a photo in PDF)
Front - back prepaid card (I sent photos in PDF)
Selfie with identity card (I sent photos in PDF)
Iban and BIC (I sent photos in PDF)
Prepaid card with header of my name and surname registered on online banking (I sent a photo in PDF)
Bank details with my name and surname always on online banking (I sent photos in PDF)
These are the documents.
Furthermore, as requested, I rewrote all the data as used in a self-certification
I state that they have always written to me in English and I have used the "translate message", but I think, in my incompetence, that I have forwarded sufficient documents for verification. Which I also wrote in the last email sent to them, rather disappointed and angry.
Thanks to the availability
Good day
Automatic translation:
Public
Public
2 years ago
Translation
Good morning,
today I received an email that the documents sent are ok. I received an instant wire transfer.
I hope it's not due to the fact that I wrote to them that I would have "investigated" their honesty and it was just a long and widespread diligence on their part.
Anyway, thank you very much for your availability.
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, serenatonolli, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
