RockySpin Casino - プレイヤーのアカウントがブロックされ、出金が遅延しています。

"I have the same problem 3 times at the Terdersoft casinos." Two further complaints with exactly the same problem are also from me.

I wanted to withdraw my winnings, but then I was asked to verify my identity. My ID card was accepted, but the selfie was rejected, claiming it wasn't the same person. This isn't true; my photo on the ID is over four years old, and my hair is longer now. I informed support of this, and my account was then blocked. A few hours later, the account was active again, and I was asked to submit proof of both deposits. I only deposited using crypto via a Trust Wallet. There's no name or address listed on it. The casino staff knows this, and I only deposited €66. It's ridiculous to demand proof for that. The account is blocked, but I can still log in. However, I can no longer play any games. Casino support isn't helping me, and my account remains blocked and unverified, even though the casino has my ID card and other documentation.

„Ich habe gleiche Problem 3x mal bei den Terdersoft Casinos" 2 weiter Beschwerden mit genau den selben Peoblem sind auch von mir.

Ich wollte auszahlen, dann sollte ich mich verifizieren, mein Personalausweis war ok wurde angenommen, das Selfie wurde dann angelehnt, mit der Begründung es sei nicht die selbe Person, dies stimmt nicht mein Foto auf den Ausweis ist mehr als 4 Jahre alt, und ich habe mittlerweile längere Haare. Das hatte ich den Support auch mitgeteilt dann wurde mein Konto gesperrt, ein paar Stunden später war beim Konto wieder aktiv und ich sollte einzahlungsnachweise einreichen von meinen beiden Einzahlungen. Ich habe dort nur mit Krypto eingezahlt über eine Trust Wallet. Dort steht kein Name oder Anschrift. Das wissen die Leute vom Casino auch und ich hatte dort nur 66€ eingezahlt. Völlig lächerlich dafür einen Nachweis zu verlangen. Das Konto ist gesperrt aber ich kann mich noch anmelden. Aber keine Spiele mehr spielen. Der Casino Support hilft mir nicht und mein Konto bleibt gesperrt und nicht verifiziert obwohl das Casino meinen Personalausweis etc. hat.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the selfie that was rejected by the casino during KYC? My email address is veronika.f@casino.guru.
• What types of games did you play at this casino?
• Did you accumulate your winnings with or without a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, I earned these winnings without a bonus. The games I played are shown in the attached photos. I sent you the rejected selfie via email. As I said, I'm having the same problem with the three casinos I've complained about here. I tried to verify my identity; my ID card was accepted, but the selfie was rejected with the claim of a face mismatch – not the same person. I explained to support that the passport photo is over four years old, and I now have longer hair and have had an illness. Then my account was blocked, reopened a few hours later, and they demanded proof of deposit. ID verification is still being rejected, and providing payment confirmation with my name, etc., isn't possible because I deposited using Bitcoin via Trustwallet. I just want my money out of there. After this experience, I no longer trust the entire Terdersoft Casino group at all.

Hallo, die Gewinne habe ich ohne Bonus erzielt. Die Spiele die ich gespielt habe sind in den Fotos (anbei) Das Selfie was abgelehnt wurde habe ich ihnen per email geschickt. Wie gesagt ich habe das gleiche Problem bei den 3 Beschwerden ( Casinos) hier. Wollte mich Verifizieren, Personalausweis wurde akzeptiert, Selfie abgelehnt mit der Behauptung (Face Missmatch) nicht gleiche Person. Habe den Support erklärt das Passfoto ist über 4 Jahre alt und ich habe mittlerweile längere haare und eine Krankheit gehabt. Dann wurde Konto gesperrt, paar Stunden später wieder geöffnet mit der Forderung nach Einzahlungsnachweise. Verifizierung des Ausweis ist immer noch abgelehnt und Zahlungsnachweise mit Namen etc. geht nicht da ich mit bitcoin über Trustwallet eingezahlt habe. Ich möchte bitte nurnoch mein Geld da runterbekommen. Ich vertraue der gesamten Terdersoft Casino Gruppe nach der Aktion hier überhaupt nichtmehr

Thank you for your reply and for providing the selfie.

Please note that I am currently unable to assess the casino’s decision, as I have not received a copy of your ID for comparison. I initially understood that your selfie would include your ID.

Could you please send me a clear photo of your ID as well?

Additionally, kindly forward the most recent communication between you and the casino customer support regarding the verification of your account to veronika.f@casino.guru.

I just did that 👍

Das habe ich gerade gemacht 👍

Hello Jakkiz,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Jakkiz;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Jakkiz,

Thank you for your patience, and I appreciate the information provided so far.

To proceed with the review of your case, I kindly ask you to resend the following:

• A clear photo of your ID (both sides, if applicable)
• The selfie you submitted for verification
• The most recent communication with the casino regarding your account verification

This will allow me to properly compare the documents and assess the situation with your blocked account.

You can upload the files directly here or resend them to my email.

Thank you in advance for your cooperation.

Karla

Hello Karla, I've sent you all of this again by email. Please help me get my payment/money. Thank you so much for your help.

Hallo Karla, ich haben Ihnen das jetzt alles nochmal per e-Mail geschickt. Bitte helfen sie mir an meine Auszahlung/Geld zukommen. Vielen Dank für ihre Hilfe

Dear Jakkiz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia, lucia.s@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Jakkiz,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RockySpin Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear Jakkiz,

We would like to inform you that additional verification is required in accordance with our standard KYC verification process, as outlined at the bottom of our website.

To proceed with the verification, please provide proof of deposits for the following transactions:

• 2026-03-05 17:58:59

• 2026-03-05 17:41:28

As these deposits were made via cryptocurrency, please ensure that the date, time, amount, and full hash code are clearly visible. Kindly note that screenshots from blockchain explorers cannot be accepted, as they are publicly accessible. The screenshot must be taken directly from the relevant wallet.

If you require any assistance in obtaining the necessary documentation, please let us know.

Dear Lucia,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

RockySpin Casino

Hello, here are both documents from my Trustwallet (screenshot from my PC). I can no longer upload them directly to the casino, as I seem to be completely blocked now. So I'm not receiving an email for a new password either.

Here are both Bitcoin transactions again in their entirety as hashes, so everything can be verified. Apps never display the hash in its entirety because it's far too long!

1)

bae67c995671ff98675be28d9fb413d70af860b1687f0b73c190d06590f050d7

2)

0628af37467c1e49de999ccec8d06a9f7a6eb2ef79ec7d8196a435696137e2b7

Guten Tag, hier sind beide Nachweise aus meiner Trustwallet ( Screenshot von PC) ich kann sie nichtmehr direkt im Casino hochladen, da ich Anscheinend jetzt komplett gesperrt bin. Also auch kein email für ein neues Passwort bekomme.

Hier sind auch nochmal vollständig beide Bitcoin Transaktionen als Hash, damit lässt sich alles prüfen. In einer App wird die Hash nie vollständig angezeigt da sie viel zu lang ist!

1)

bae67c995671ff98675be28d9fb413d70af860b1687f0b73c190d06590f050d7

2)

0628af37467c1e49de999ccec8d06a9f7a6eb2ef79ec7d8196a435696137e2b7

Dear casino representative,

Thank you for your message and for clarifying the situation.

Dear Jakkiz,

I have sent you an email requesting additional information. Could you please check your inbox at your earliest convenience? Thank you very much for your cooperation.

Dear Jakkiz,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Lucia
Casino.Guru