The player from Denmark was missing 2250 DKK after a winning blackjack session. He had canceled a 2260 DKK withdrawal and placed bets totaling 4500 DKK, resulting in winnings of 8250 DKK, but his balance only showed 3760 DKK instead of the expected 6010 DKK. Despite support agreeing on the session details, they insisted the balance was correct. The issue was resolved after the casino corrected the balance, although the player remained dissatisfied with the casino's handling of the matter. The complaint was marked as resolved by us.
Rolling Slots Casino - Player's winnings are short.
Amount: 2,250 kr.
Rolling Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
Hello Casino Guru,
My issue is that I'm missing 2250 DKK after a winning session in live blackjack.
On the night of May 31, I canceled a withdrawal of 2260 DKK to play some blackjack. I played 4 rounds with bets totaling 4500 DKK and winnings amounting to 8250 DKK, resulting in a profit of 3750 DKK. It should be quite straightforward: my new balance should increase by the 3750 DKK profit, making it 2260 + 3750 = 6010 DKK. However, my balance was (and still is) 3760 DKK. I ended my session and waited for the balance to update, but nothing changed. I contacted support and have had far too many emails back and forth since then. They agree that I started with a balance of 2260 DKK and that my bets totaled 4500 DKK with winnings of 8250 DKK during the session, but they stubbornly insist that my balance of 3760 DKK is completely correct and that no error has occurred. I am very frustrated that they are not resolving this simple issue. Below is an excerpt from an email from support.
"As we have mentioned in previous letters, you have started your gaming session with 2260 DKK, right after the cancellation of your withdrawal request.
Also, we have determined the following: the total bets amount you placed during the session was 4500 DKK, and the total winnings amount was 8250 DKK, and as a result of calculating your bets and winnings, the amount you have on your balance now is 3760 DKK."
It seems support is struggling with basic math, and there's no way through.
See attached screenshots for my blackjack session showing the 3750 DKK profit, and my account history from the same session where it shows I was only credited with 6000 DKK out of the 8250 DKK.
I hope you can help me.
Best regards,
Mikael
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5 months ago
Hello mdhviid,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolling Stone Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward your full deposit, withdrawal and betting history to nikolas.b@casino.guru? Was the canceled withdrawal already added to your account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hello Nick.
I have sent you an email with answers to your questions.
Mikael
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5 months ago
Translation
Hello casino guru.
Rollings slots have written to me this evening and they have finally been able to get the equation to work and credited my account with the correct amount. It only took them 10 tries...
I am of course not satisfied with their handling of the matter, but I will take it up with them now. You can close this complaint.
Sincerely
Mikael
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5 months ago
Dear mdhviid,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Casino.Guru
