The player from Italy is having difficulty withdrawing money from the casino because the casino is requesting an excessive amount of documentation. Despite numerous submissions of the requested documents, the player keeps receiving notice of missing documentation. Player’s complaint has been resolved successfully.
Rolling Slots Casino - Player struggles with document verification for withdrawal.
Amount: €100
Rolling Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good morning, I am trying to withdraw my money but I can't because the casino is requesting an excessive amount of documentation. Despite sending these documents multiple times, I keep receiving the same email stating that there is missing documentation. I resend the documents, but still receive the same email. I have written to customer support but have received no response from them.
Automatic translation:
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1 year ago
Dear marco399890,
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?
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
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1 year ago
Translation
Account verified successfully, now waiting for the withdrawal to be processed but I don't think there will be any problems
Automatic translation:
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1 year ago
Thank you, marco399890, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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1 year ago
Dear marco399890,
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.
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1 year ago
As the problem with verification has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, marco399890, for your cooperation, 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
