Rolling Slots Casino - Player’s struggling to receive her winnings.

I had no problem depositing to rollingslots. instantly. I was fortunate enough to have a win, selected deposit to bank account. First they said I hadn’t verified my account - this took 2 weeks & excessive documentation (bank records etc). Received confirmation account verified. But, when I asked if my withdrawal would now be pain they said no. That deposit to bank account not available due to technical error. I’d need to choose crypto (which I don’t use) AND make "make the minimum deposit without wagering x 3 to be able to make a withdrawal. Um what? This request directly opposes rollingslots.com money laundering policy of deposits without wagering may be identified as suspicious and player account cancelled. I have asked several times to be provided with details of complaints dept. no response.

Ive questioned the minimum deposit advice vs their money laundering police - no response. I’ve asked has the bank deposit technical issue been resolved - no response. They just keep sending the same "choose another method, minimum deposit without wagering x3" email. It’s pathetic, why would anyone deposit MORE funds when they won’t process the withdrawal you requested weeks ago??? I’m at my wits end & wish I’d never played on this site!

Dear Cinders24,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

My issue issues are:

• payment method is offered on the rollingslots site. Nothing was said the whole time I was going through the account verification process. It was only after I was advised my account was verified & asked if the withdrawal would now be processed they advised bank deposit wasn’t an option.
• the only reason I chose this site was because they offered bank deposit as a withdrawal method.
• they want me to make "minimum deposit without wagering x3" to be able to use an alternate withdrawal method, but refuse to explain why.
• they will not provide any info on their complaints process. How & where to lodge, what their complaint handling procedure is.

Dear Cinders24,

As I mentioned earlier, a variety of payment methods is not managed by the casino solely. If you were advised to place a deposit via an alternative payment method, please follow the casino instructions and you will be able to withdraw your winnings in no time. Please keep me informed about any further developments.

Is it standard for them to ask for 3 minimum deposits in order to enable a withdrawal via an alternate method? They haven’t even advised what the minimum deposit is or what their complaint process is (despite me asking several times).

They went through the whole process of obtaining documentation for related to my bank account (card details, account details, screenshot of online bank profile) before deciding they couldn’t make the deposit to my bank account.

This, plus posts online from other rollingslots players also experiencing significant problems having their winnings paid (via a variety of methods); is why I am extremely hesitant to make 3 minimum deposits in order to use an alternate withdrawal method.

Plus, they only other options are crypto or ezee pay (that charges you to use it). If they can’t make withdrawals via bank account they shouldn’t have it as an option.

Ive honestly never experienced such problems withdrawing to a bank account on any other site.

What recourse is there if I make the 3 deposits & they come up with another "technical error"? It must be one hell of a technical error as it’s been happening for weeks now!

On the plus side, basically donating $800 to rollingslots has cured me of any interest in gambling.

Hey Cindy,

As we explained to you several times, you DON'T NEED to place another 3 deposits.

To withdraw your winnings, you need to place a verification deposit, that is necessary to verify that you own a new chosen payment method. This is a regular practice in casinos.

It is out of our hands to influence on payment systems, and sometimes previously available payment methods stop working, so we always offer to our players alternative to get their winnings.

We invite you again to check all the available to withdraw payment methods on our website, and hope you will select one of them.

Kind regards,

Rolling Slots Casino.

You did NOT explain that several times, though I asked several times!

In several emails you stated "We would like to remind you that the withdrawal will be available once you have made one minimum deposit without wagering x3."

I asked specifically what the x3 meant, in the statement above (copied from your email); I explained I found this very confusing and wanted clarification specifically because of the x3.

I repeatedly asked this question because I didn’t want to make 1 minimum deposit only to be told I needed to make 2 more.

I also asked several time what the minimum deposit amount is; because I couldn’t locate this information on your site.

So, can you please advise:

1. specifically what the x3 means in the statement "We would like to remind you that the withdrawal will be available once you have made one minimum deposit without wagering x3."
2. If x3 has nt meaning why is it in ALL the emails you sent?
3. what is the minimum deposit amount?

I’ve come to the conclusion you (rollingslots) don’t have a complaints team as that information was never provided despite me asking several times.

Lastly, are you still unable to make withdrawals via bank account? I was advised it was a technical issue, has this not been rectified in the weeks since I first attempted to withdraw?

Dear Cinders24,

I have checked the general terms and conditions, and this is what I found (here):

"RollingSlots has the right to determine maximum and minimum deposit amounts depending on the payment method chosen by a user."

To clarify the expression "choose another method, minimum deposit without wagering x3" I'd like to explain that normally any real money deposit needs to be wagered x3 before a player is able to withdraw the winnings. Since you are required to place a minimum deposit only to verify your payment method, you do not need to wager these funds x3. I hope that helps to clarify the confusion. Please check payment methods available for withdrawals and based on your choice, place a minimal deposit to verify your new payment method. You will find how much is the minimum deposit once your preferred payment method is chosen and you're ready to deposit. It may vary from one payment method to another.

Please keep me informed about any further developments.

Dear Cinders24,

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.

Thank you very much, Cinders24, for providing all the necessary information via email. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Cinders24,

I am sorry to hear about your situation. Form now on, I will assist you with resolving your issue.

Dear Rolling Slots Casino Team,

Could you please state the reason why the player still cannot withdraw her winnings? What documents are problematic? What steps should the player take in order to successfully verify her account and payment methods and withdraw? Has she already done a deposit via an alternative payment method?

Thank you in advance for providing the information.

Hello Branislav,

As far as I can see, Cindy's account was successfully verified, and she already got winnings on her eZeewallet account.

Please let me know if you need any additional info.

Kind regards,

Rolling Slots Representative.

Thank you very much for the update.

Dear Cinders24,

Can you please confirm your issue was successfully resolved?

Dear Cinders24,

Was your issue resolved? Can you please provide us with an update?

We are extending the timer by 7 days. Please note that in case you fail to update the status of your complaint in the given time frame or you do not require any further help, we will consider it resolved.

Looking forward to hearing from you.

Dear Cinders24,

Based on the available information, we consider the complaint successfully resolved. Therefore, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to contact branislav.b@casino.guru.

Thank you, Rolling Slots Team, for your cooperation.

Best regards,

Branislav, Casino.guru