Rolling Slots Casino - Withdrawal delay for a verified player.

I am reaching out to you as I am having an issue with a withdrawal from rollingslots 14.

Here's the situation:

Player name: liner99 

I have been successfully verified since October 22, 2022 (I still have the documents or email I received from the KYC department.)

On Sunday, January 21, I had €2100 pending for withdrawal. These are transferred in increments of €700 each. 

About three weeks ago, my withdrawal limit was even raised from €500 per withdrawal to €700 per withdrawal (I also have an email as proof of this.)

I have withdrawn money several times before. The deposit is always made using the same method (either giro pay or credit card) and withdrawal is also always done via the same method, bank transfer.

However, as it stands today, I have not received any information from the KYC department despite contacting them daily since Monday, but have received no response.

When I got in touch with support, they told me:

My account is in verification mode.

This should absolutely not be the case since I was already verified in October 2022 and nothing has changed since.

All the data has stayed the same and nothing has been altered.

I received an email today claiming that the KYC department supposedly sent me an email on February 16, 2023.

This is not true! I still have all the past data and emails and there is no trace of the KYC department needing additional documents.

Still, if that is the case, I have been waiting for responses since Monday 22nd of January about what documents are supposed to be missing or what is currently preventing the withdrawal.

Unfortunately, I've received no response.

Can you assist me?

Dear normanloos91,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Good day,

I recently received an email saying that I had a credit card or photos of it that had not been used for years

and has never been paid in in the past, except 1-2 times in 2022. It's strange why this is needed now and was irrelevant at the time for the kyc exam.

As soon as I hear something new, I'll let you know.

Dear Normanloos91,

We sincerely appreciate you bringing this matter to our attention.

After a thorough investigation, we can confirm that your final verification was successfully completed on January 26, 2024, upon receiving all necessary documents from your end. We understand the importance of a smooth withdrawal process, and we regret any delays you may have experienced.

It's essential to note that, according to our Terms and Conditions, the finance department may request additional documents at any time for verification purposes. We appreciate your understanding in this matter, as this step is crucial to ensuring a secure and compliant gaming environment.

Regarding the request for your credit card information, we understand your concern. Even if the card was used a few times, our commitment to security and regulatory compliance requires periodic verification checks. We apologize for any confusion and assure you that these measures are in place to protect your account and maintain a high level of security.

If you have any further questions or concerns, please feel free to reach out to our support team. We value your feedback and are dedicated to providing a positive gaming experience.

Best Regards,

Rolling Slots Casino Representative

Small update.

received money in full. Get paid 3x 700 euros.

thanks for your effort.

lg

Dear normanloos91,

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 and Rolling Slots Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru