The player from Greece had faced issues verifying his Rolling Slots Casino account due to difficulties in providing an acceptable proof of residence. Despite having submitted his mobile phone bill and house contract, his documents were initially not accepted. However, after communicating with the Complaints Team, the casino had verified his account and he had received his payment. The complaint had been successfully resolved and was subsequently closed in the system.
Rolling Slots Casino - Player struggles with Proof of Residence for the casino.
Amount: €150
Rolling Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good evening! On 16/1/24, I registered at the Rolling Slots Casino and proceeded to the account verification process after winning. I'm facing an issue with the documents... they are asking for proof of residence... I've sent them my mobile phone bill but they do not accept it. I also sent my house contract and they still won't accept it even though these are listed as options on their page. I don't have electricity or water bills under my name..
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11 months ago
Dear Xristaras52a,
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.
- Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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11 months ago
Translation
Yes, I have sent all the necessary documents and additional ones, also for the proof of residential address, I have sent two documents that are not accepted, even though in the option to upload documents it mentions them, it does not accept them, as a result of which we have the same correct repetition in their response as reference the identification document residential address
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11 months ago
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4:32 today I received an email from the company that the account has been verified, I'm waiting for my payment, as soon as they give me the money I will inform you immediately
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11 months ago
Translation
Good evening today I just got paid by rolling slots thank you very much for your help and support know you are a great help to the people who are having problems with casinos thank you again.!!
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11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Xristaras52a, for your confirmation, 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
