The player from Portugal faced issues with a withdrawal request due to account verification. While all other documents had been approved, the proof of address was rejected because it showed a local postal code instead of the city name, despite her having provided legal documents to validate her residence. The issue was resolved after the player confirmed that the correct checks had been made. The complaint was marked as 'resolved' in the system.
Rolling Slots Casino - Player's withdrawal is delayed due to verification issues.
Amount: €190
Rolling Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
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2 months ago
Translation
A withdrawal request was made. Account verification was requested, and I sent all the necessary documents. All were approved except for the proof of address, because it shows the local postal code and the account displays the district of Lisbon. The locality where I reside belongs to the district of Lisbon. I have already sent all legal documents in Portugal to prove this, including one from the finance portal with my tax domicile, a document from my billing, and documents from my workplace to verify the situation. All of them were rejected. This is solely because it shows 1885 Moscavide, and they want it to show 1885 Lisbon, which is the city.
I have already provided all the documentation via email and through customer support.
Automatic translation:
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2 months ago
Hello Anac,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rolling Slots Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise since when exactly is the verification process ongoing?
- Is your account currently active?
- When was the last time the casino responded to you and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
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2 months ago
Translation
Good afternoon.
The correct check has been made. Thank you
Edited
Automatic translation:
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2 months ago
Dear Anac,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
