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Dear Sir or Madam, I wrote to the online casino every day and always asked when my money would be paid out, and I always got the same answer that it would be processed after the payout, and that took more than two weeks... My hope is that I can be helped here because I have the feeling that it won't be paid out. I would like to thank you in advance. Kind regards, Carmen W************

Sehr geehrte Damen und Herren, ich habe jeden Tag mit online Casino geschrieben, und immer gefragt wann wird mein Geld ausbezahlt, und ich bekomme immer den selben Antwort das es nach rein folgen Auszahlung bearbeiten werden,und das zeit mehr als zwei Wochen…..Meine Hoffnung ist das ich hier geholfen werden kann ,weil ich habe das Gefühl das es nicht ausbezahlt wird.Ich bedanke mich im Voraus.Mfg Carmen W***********

Dear cwillenbacher,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you?

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear cwillenbacher,

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.

Hello, thank you for your feedback, I reported my case here after almost a month had passed when I requested my payout... I wouldn't have reported the case here if I hadn't waited so long, but now I'm away from it Casino blocked. I no longer want to use this casino rolling slots. Thanks again for your quick reply. Kind regards

Willenbacher

Hallo ,danke für ihren Rückmeldung ,ich habe mein Fall hier gemeldet nach dem fast eine Monat vergangen wurde wo ich meine Auszahlung angefordert habe …..Ich hätte hier den Fall nicht gemeldet wenn ich nicht so lange gewartet habe,aber jetzt habe mich von diesem Casino gesperrt.Ich möchte diesen Casino Rolling Slots nicht mehr benutzen.Danke nochmals für Ihre schnelle Antwort.Mit freundlichen Grüßen

Willenbacher

Thank you very much, cwillenbacher, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi cwillenbacher,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your funds. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear Rolling Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? What are the reasons the player's withdrawal requests were still not approved?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Casino Guru Complaint Specialist,

Thank you for reaching out regarding the player's complaint. We appreciate your efforts to facilitate a resolution.

We'd like to clarify that all the player's withdrawals have been successfully completed, including the most recent one, which was paid to the client without any issues on 26/09/2023. However, it's important to note that other withdrawals were canceled and, successfully, played by the player. Additionally, we want to inform you that the player's account has been closed upon his request.

We are committed to ensuring the best possible experience for our players and will gladly cooperate to address any concerns.

Best regards,

Rolling Slots Casino Representative

Thank you for the message, Rolling Slots Casino.

Dear cwillenbacher, based on the information from the casino, the last withdrawal was processed on 26/9/23, have you checked your bank account if you received the payment?

Could you please also confirm if you played all your balance down to zero after some of your withdrawal requests were canceled and the money returned to your balance?

Regards,

Natalia

Dear cwillenbacher,

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.

Dear cwillenbacher, unfortunately, we are forced to reject this complaint based on the information from the casino. Since some of your withdrawals were paid out and the rest of the money was returned to your balance, it was entirely your decision to play that balance away and request the account closure afterward. It had been done before we even contacted the casino, as I see it, so we cannot proceed with this complaint anymore, also considering the lack of communication.

The player can reopen this complaint at any time.