Rolling Slots Casino - Player’s withdrawal delayed due to slow verification process.

Hi, I have sent in all possible documents where I have to take a photo of ID documents, identity card, bank identification, that I deposited money that I am me. and for each step it takes a long time. Email takes a long time for a response and unclear

Hi i have hi, submitted the regulations early today but look and see that it takes a very long time to approve? the way I see it, this feels very frivolous when all these different elements only cause delays and make it difficult for the player to withdraw money, so is this a frivolous gambling company? And this has taking 1 week from 22/1

Dear millassemmelhack, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? Please note that it's important that all the photographs needed for verification are clearly readable, of high quality and resolution, and not blurry.

Have any of your identity documents been approved by the casino?

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, 

Veronika

har skrivit ett flertal gånger under dagen men inget svar.

Dear millassemmelhack,

Thank you for reaching out to us, and we sincerely apologize for any inconvenience you may have experienced during the verification process.

We understand the importance of a smooth and efficient verification procedure, and we appreciate your patience throughout this period. Your verification was successfully completed on January 25, 2024.

In terms of your withdrawal request, we acknowledge your concerns and assure you that your last withdrawal is scheduled to be processed this Friday. We genuinely value your feedback, and we are continuously working to enhance our processes to provide a better experience for our players.

Please note that our Know Your Customer (KYC) schedule operates from Monday to Friday, between 9 AM and 6 PM UTC +2. Additionally, we have been proactive in assisting you through the verification process by sending emails to help guide you, along with notifications regarding successful verification and withdrawal.

If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out to our dedicated support team. We are committed to ensuring your satisfaction and providing the best possible gaming experience.

Best Regards,

Rolling Slots Casino Representative

Ja 7dagar har gått och min transaktion har ej ännu blivit genomförd. Vilket skulle enligt den informationen ni givit. Men varsågod får ni ytterligare en bild på uttaget jag väntar på.

nu är det fredag än har ni ej tagit ut pengarna.

Dear millassemmelhack,

I'm happy to hear that your verification was successful. As for your payment, the casino representative has informed us here that it will be processed today. However, please keep in mind that withdrawals can take some time to be fully processed, sometimes even a couple of weeks. This means that there may be a delay before the money appears in your account. This delay may be due to a high volume of withdrawal requests or other factors. Therefore, we advise players to remain patient, cooperate with the casino, and wait at least 14 days after the payment processing for the winnings to appear in their bank account.

dom har stora problem att betala ut till deras/ mej kunder vilket är en lien summa. Jag ser att ni ändå har kapital för att betala ut vilket gör att erat bolag gör att ni är inte trovärdiga till era kunder. 

Dear millassemmelhack,

Can you please let me know if you received your winnings?

Nja om jag vinner en stor summa betyder det att jag inte kan få ut den eftersom dom endast ger ut 2 utbetalningar i vecken med högst 500 euro det är inte seriöast

Dear millassemmelhack,

We appreciate your patience, and we apologize for any inconvenience caused.

Our Team would like to provide some clarification:

Firstly, our Finance Department processes withdrawals during their working hours, Monday to Friday from 9 AM to 6 PM UTC +2. All your transactions were processed within 6 working days (from the verification date). It's worth noting that one transaction was postponed due to cancellation and reiteration on your side, which influenced the overall processing queue.

To enhance the efficiency of your future withdrawals, we recommend requesting a maximum withdrawal amount from the start (e.g., 500) and refraining from canceling withdrawal requests, as this can impact the scheduled payout.

We appreciate your understanding and hope this clarifies the process. Should you have any further questions or require assistance, please don't hesitate to reach out to our support team.

Best regards,

Rolling Slots Casino Representative

Thank you, dear Rolling Slots Casino representative, for your explanation.

Dear millassemmelhack, can you please confirm that you received your winnings and this complaint may be closed?

Fruktansvärt casino ännu än gång vill jag påtala erat så kallade uttag katastrof, när ni här gör två utbetalningar i veckan. Skamligt kan inte se detta som ett seriöst casino. Ledsen men jag kommer aldrig befinna mej och hoppas ni får lägga ner detta snart.

Please answer my question. Have you received all your requested withdrawals?

Dear millassemmelhack,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.