Rolling Slots Casino - プレイヤーのアカウントはカジノによって閉鎖されました。

Hi, Casinoguru.

I created an account 09.02 on rollingslots to play live roulette. I deposited 130€ and managed to double my money. I thought to my self that I wanted to keep my winnings, and asked for a withdrawal. The terms states that the deposit only needs to be wagered once.

I completed ID + liveness check and adress verification a. Now my account has been blocked by the risk department. I have not done anything wrong here.

Please help me Casinoguru

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolling Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise if this was your first deposit in the casino?
• Which payment method have you used?
• Could you please describe in more detail your gameplay? (bet amounts, types of bets you made, length of your game session, etc)
• Was there any communication between you and the casino's risk department?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I have forwarded the mails that display my communication with the casino.

This was my first and only deposit at the casino.

My gameplay was only one bet on Roulette with my whole balance. The terms states withdrawal is okay after the deposit has been wagered once.

They say I did not pass the verification process. However their third party service, sumsub, that my documents were accepted, and liveness check was also passed.

Dear reb123,

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, Martin (martin.l@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,

Tomas

Hello reb123,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Rolling Slots Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the user's account blocked? In case there is any evidence of any wrongdoing, please let me know at martin.l@casino.guru.

Thank you in advance for providing us with your view of the issue.

Dear Martin,

We have provided additional information regarding this case and hope it clarifies all relevant aspects. Please let us know if you require any further details from our side.

Kind regards,

Rolling Slots Casino Team.

Dear casino representative,

thank you for your response. I have sent you another email.

Dear Martin,

We have shared additional information regarding this case and trust that it helps clarify the relevant points. Please let us know if you need any further details or clarification from our side.

Kind regards,

Rolling Slots Casino Team.

Dear casino representative,

thank you for providing us with a detailed explanation of your actions and all evidence pertaining to this case.

Dear reb123,

After a thorough review of your case, I would like to share the results of our investigation.

Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified.

The evidence clearly indicates that you have breached terms and conditions and have taken unfair advantage of the casino's services. For future reference, I strongly recommend adhering strictly to the casino's Terms and Conditions and avoiding any attempts to gain unfair advantages through the creation of multiple accounts. I understand this is not the outcome you were hoping for, but the evidence is indisputable.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center.

Best Regards,

Martin