Rolling Slots Casino - O jogador está insatisfeito com o limite de retirada.

Dear Ladies and Gentlemen,

I urgently need your help and support, because I just don't know what to do anymore.

My current account balance is over 70000€.

I was successfully verified at the end of December and my full account was checked. After the positive review and verification, I was paid money. I was able to make two withdrawals, the maximum was €500. This means that I received €500 twice a week.

I then received an e-mail that only one payout per week is possible, i.e. €500.

I also received this last week.

Today I received an e-mail again that only a payout of 250€ per payout is possible due to my low activity on my player account. This means that I can only request a payout of €250 each, which means that this will be paid out once a week (as soon as this has been transferred, I can only make another payout of €250 - i.e. only €1000 per month, with my Account balance of 70000€ very very little Then it would take almost six years I find a payment per week of 250€ very little .

i am very disappointed and i really tried everything, i kindly asked for a solution and asked for a higher payout , instead reduce the payout every time so it takes several years to get my win. Today I was informed by the casino that I can increase my player activity by playing, depositing, buying bonuses etc. This is a bad joke. I would also be happy to send you screenshots of the email traffic, account balance, etc.

Sehr geehrte Damen und Herren,

ich benötige bitte dringend Ihre Hilfe und Unterstützung, da ich einfach nicht mehr weiter weiß.

Mein aktueller Kontostand beträgt über 70000€.

Ich wurde Ende Dezember erfolgreich verifiziert und mein komplettes Konto wurde überprüft. Nach der positiven Überprüfung und Verifizierung wurde mir Geld ausgezahlt . Es war mir möglich zwei Auszahlungen zu tätigen, der Höchstbetrag lag bei 500€. Das heißt, dass ich zwei mal die Woche 500€ erhalten habe.

Anschliessend habe ich eine E-Mail erhalten, dass nur noch eine Auszahlung pro Woche möglich ist , sprich 500€.

Diese habe ich auch vergangene Woche erhalten.

Heute erhielt ich dann wieder eine E-Mail dass nur noch eine Auszahlung von 250€ pro Auszahlung möglich ist, auf Grund meiner niedrigen Aktivität meines Spielerkontos. Dies bedeutet, dass ich nur noch jeweils eine Auszahlung von 250€ beantragen kann, bedeutet dass diese dann 1x wöchentlich ausgezahlt wird(sobald diese überwiesen wurde, kann ich erst eine weitere Auszahlung von 250€ tätigen - also im Monat nur 1000€, bei meinem Kontostand von 70000€ sehr sehr wenig . Dann würde es ja fast sechs Jahre dauern. Ich finde eine Auszahlung pro Woche von 250€ sehr wenig .

ich bin sehr enttäuscht und ich habe wirklich alles versucht, ich habe freundlich nach einer Lösung gefragt und einer höheren Auszahlung gebeten , stattdessen Reduzieren Sie die Auszahlung jedesmal, so dass es mehrere Jahre dauert, bis ich mein Gewinn erhalte. Heute wurde mir seitens des Casinos mitgeteilt, dass ich meine Spieleraktivität erhöhen kann, in dem ich Spiele, Einzahle oder Boni kaufe etc. Dies ist doch ein schlechter Scherz. Gerne übersende ich Ihnen auch Screenshots seitens des Emailsverkehrs , Kontostand etc.

Dear Nina2601,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the T&Cs and I found this:

"- RollingSlots has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours/month are determined as follows:

per transaction: 500 EUR or equivalent in other currency

in 24 hours: 500 EUR or equivalent in other currency

per month: 10000 EUR or equivalent in other currency"

Could you please clarify how you accumulated these winnings? Wasn't it by any chance a progressive jackpot game?

Do I understand correctly that you have already received 2 installments?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hello, thank you. I have sent you a detailed email. I have also sent you screenshots etc. by e-mail. Thank you - Nina

Hallo- vielen Dank. Ich habe Ihnen eine detaillierte E-Mail zugesendet . Auch Screenshots etc. habe ich Ihnen zugesendet per E-Mail. Danke - Nina

Thank you very much Nina2601 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Nina2601,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Rolling Slots Casino to the conversation to participate in the resolution of this complaint.

Hello , thank you for your feedback . You're welcome .

Hallo , vielen Dank für Ihre Rückmeldung . Sehr gerne .

Dear Casino Guru representative and Nina2601.

Thank you for reaching out to us.

According to our terms, which is publicly available:

- The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

I understand your frustration about limits decrease, but based on my knowledge, at this moment your account status doesn’t allow increasing withdraw limits. 

As my colleagues inform you before, account activity increasing can help to expand withdraw limits. 

Also, as I can see, you have already received the same information in emails and chat conversations.

Best regards,

Rolling Slots Representative

Hello Rolling Slots representative,

I can currently only make a withdrawal request of €250. This is then instructed once a week, which is very little in relation to my high account balance, which is over 70,000 €? with my account balance and a weekly payment of 250 €, the complete payment of the sum would take almost 6 years. That's not serious.

You have informed me that I can increase the payout amount again with activities (e.g. deposits, play, buy bonuses). This makes no sense at all, why should I buy a bonus or deposit money when I have so much money in my player account?

I find it very unfair to only grant me a withdrawal request of €250. They are offering spins for €100 but only such a small payout. I always followed all the rules etc. and won legally.

I would kindly ask you that we can find a compromise and a solution on your part and mine - so that everyone is treated happily and fairly.

Kind regards

Guten Tag Rolling Slots Vertreter,

aktuell kann ich nur eine Auszahlungsanfrage von 250€ stellen. Diese wird dann einmal die Woche angewiesen, dass ist doch sehr wenig im Bezug auf meinem hohen Kontostand, dieser beträgt über 70000€ ?bei meinem Kontostand und einer wöchentlichen Auszahlung von 250€ würde die komplette Auszahlung der Summe fast 6 Jahre dauern. Das ist doch nicht seriös.

Mir wurde von Ihnen mitgeteilt, dass ich mit Aktivitäten (zb. Einzahlungen, spielen , Bonus kaufen)- die Auszahlungshöhe wieder steigern kann. Dies macht doch überhaupt keinen Sinn, wieso sollte ich denn einen Bonus kaufen , oder Geld einzahlen, wenn ich über so viel Geld auf meinem Spielerkonto verfüge ?

ich finde es sehr unfair, mir nur noch eine Auszahlungsanfrage von 250€ zu gewähren. Sie bitten Spins für 100€ an, aber nur so eine geringe Auszahlung . Ich habe stets alle Regeln etc. befolgt und legal gewonnen.

ich möchte sie freundlich bitten, dass wir ein Kompromiss und eine Lösung ihrerseits und meinerseits finden können- damit alle zufrieden und fair behandelt werden.

Mit freundlichen Grüßen

Dear Nina2601,

We all know what "increased account activity" means 🙂

Dear Rolling Slots Casino team,

When talking about the casino's T&Cs let's paste here also the rest of the term:

"- RollingSlots has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours/month are determined as follows:

per transaction: 500 EUR or equivalent in other currency

in 24 hours: 500 EUR or equivalent in other currency

per month: 10000 EUR or equivalent in other currency"

So according to this, any player expects that they should be able to make 3 withdrawals of €500 each every 24h or €10000 per month. The reality, however, in Nina's case is €250 a week, which is ridiculous considering the amount of winnings. I hope the limits can be reconsidered.

Dear Peter and Nina,

As I answered above, Rolling Slots strictly follow established rules and one of them is:

- The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

I am sorry, if our casino didn't meet your expectations, but the rules are common for all player and this kind of pressure such disputes or complaints is not a good idea to expand the limits because it comes from player dissatisfaction.

Also, I'd like to remember that all the players accept T&C before registration and all the terms are publicly available before registration.

Best regards,

Rolling Slots Representative.

Dear Rolling Slots Casino team,

If this is your decision I'm afraid we will have to update the withdrawal limit in the review of the Rolling Slots Casino. This will definitely lower the casino's rating because no casino with a "very good" rating has a monthly withdrawal limit of €1000. We can't afford to recommend such casinos to our players.

Dear Peter, let's put our terms in a right way:

9.2

- There is a limit of 3 simultaneous withdrawal requests. The maximum withdrawal limits per transaction / in 24 hours/month are determined as follows:

per transaction: 500 EUR or equivalent in other currency

in 24 hours: 500 EUR or equivalent in other currency

per month: 10000 EUR or equivalent in other currency

9.3

- The Casino has the right to determine its own payment and withdrawal terms and maximum and minimum withdrawal amount for each procedure, which may differ depending on the withdrawal method, account status, and other possible factors affecting the withdrawal process.

It is really unpleasant to hear from your part this kind of statements about our rating, which we honestly received from your colleagues.

Best Regards,

Rolling Slots Representative.

By the way, as I can see, player's activity was increased and now her account status allows expanding the limits.

Our Financial Team will contact the player soon.

Once again, it is unacceptable for us, to receive from your part such statements and pressure regarding our T&C's and our honestly received rating.

Best Regards,

Rolling Slots Representative.

Dear Rollin Slots representative,

When it comes to this statement: "It is really unpleasant to hear from your part this kind of statements about our rating, which we honestly received from your colleagues."

My colleagues didn't know how the rules are applied in the casino. Now we at least have a clear picture of how it works.

Dear Nina,

Please keep me updated.

good day,

i will do that. Thank you .

guten Tag,

dass werde ich machen. Danke .

Hello, I received the two announced payouts of €500 this week on time.

Briefly on the current status:

I've increased my gaming activity a great deal (so I can withdraw more again) and now have a balance of €140,000 and have doubled my money.

I hope that I may now can pay out more or at least the maximum of €10,000 per month, since I can currently only withdraw €500 twice a week.

Kind regards

Hallo, die zwei angekündigten Auszahlungen von 500€ habe ich diese Woche pünktlich erhalten.

Kurz zum jetzigen Stand:

Ich habe meine Spielaktivität sehr sehr viel erhöht (damit ich wieder mehr auszahlen lassen kann ) und verfüge nun über ein Kontostand von 140000€ und habe mein Geld verdoppelt.

Ich hoffe, dass ich nun vllt. mehr auszahlen kann oder wenigstens die maximalen 10000€ pro Monat, da ich aktuell nur zweimal die Woche 500€ auszahlen lassen kann.

MfG

Congratulations Nina on your success.

Dear Rollin Slots representative,

Since Nina significantly increased her "account activity", what will her new withdrawal limits be?

Dear Nina,

Congrats with a huge winning!

Since nor me as a Casino Representative, nor Casino Guru source is not a part of Rolling Slots Finance Team, I kindly ask you to contact them first, and they will answer your query.

Best Regards,

Rolling Slots Representative.

Hi there,

thank you very much, i just did that.

Kind regards

Hallo,

vielen Dank, dass habe ich gerade gemacht .

Mit freundlichen Grüßen

Dear Nina,

Please keep me updated.

Hello, yes I will keep you posted

Hallo , ja ich werde sie auf den laufenden halten

Hi Nina,

Has there been any news?

Hi Peter,

I received 3x 500€ last week due to very high activity and my withdrawal requests were increased as promised - I can request 3x 500€ at the same time. Unfortunately, I still don't get the maximum of €10,000 a month.

Greetings Nina

Hallo Peter,

ich habe durch sehr sehr hoher Aktivität letzte Woche 3x 500€ erhalten und meine Auszahlungsanträge wurden wie versprochen erhöht - 3x 500€ kann ich gleichzeitig beantragen. Leider erhalte ich aber so immer noch nicht das Maximum von 10000€ im Monat .

viele Grüße Nina

Hi Nina, thank you for the update.

Dear Rolling Slots team,

Since Nina increased her "account activity" significantly, can she at least get to the €10,000 a month withdrawal limit?

Dear Nina,

As far as I know, all your withdrawals were processed in time and with accordance to our established rules. If you have any additional questions, please contact our Financial Team directly.

Best Regards,

Rolling Slots Representative.

Hi Nina, 

Has there been any news? Have you contacted the casino's Financial Department?

Dear Nina,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions.