Rolling Slots Support and Complaints Thread

Hi there, LCB members!

At Rolling Slots, we welcome all players, both seasoned and newbies. We started our journey in 2021 and will not stop because our rock'n'roll compositions will sink into your very heart!

We are delighted to share with carefree atmosphere with our players through outstanding bonuses and exclusive promotions.

Warm welcome to this thread, and please don't hesitate to contact us for any questions.

Welcome Rollingslots Casino Rep! Wish you all the best on our forums! 

Welcome to the LCB forum 

Welcome to LCB

Welcome to the LCB forum Rollingslots Casino Rep! We're glad to have you here! 

Welcome to our forum Rollingslots Casino representative! 

Welcome to our forum

Welcome to the LCB forum. 

Why it takes so long to get the KYC approve?

Hi there,

Usually, it takes up to 24 hours to verify the account. 

However, if the additional documents requested by our Financial Team, the verification process can take longer.

Please keep in mind that we do not prioritize verification, and it works like first come, first served.

But, you can send me in private messages your email that was used due to registration in our casino, and I will check verification status for you.

I am lodging a formal complaint regarding the blatant negligence I encountered with Rollingslots. The incident dates back to July 12th, 2022, where I repeatedly requested a break to safeguard my balance of 9687.5 euros. Despite my urgent appeals, they consistently ignored my pleas. I tirelessly pursued assistance through customer support channels, only to be met with utter disregard. As a result, I suffered significant financial losses. It is imperative that such behavior is addressed promptly and decisively. It is particularly egregious given that Rollingslots now offers the option for users to take breaks autonomously, a feature that was sorely lacking when I needed it most and requested through the customer support agents. The dismissal of my urgent inquiries underscores a clear indication of unethical practices, and it cannot be overlooked !!

Hello rexola23,

We advise you to always read the casino's T&C, as they explicitly state:

Close a Rolling Slots Account

• 7.1

  The account owner can close his account for an indefinite period at any time by sending an email to Rolling Slots support: support(at)rollingslots. com.

• 7.2

  If you want to close your account due to gambling addiction or if your account was blocked by Rolling Slots due to fraudulent activities, you agree to never create a new account on this website. The company is not responsible for any losses you may incur after opening a new account. We reserve the right to close an account violating these conditions at any time.

• 7.3

  You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

• 7.4

  If a player closes his casino account due to “problems with gambling” / “loss of self-control over the game” / “gambling addiction”, in this case, the player is prohibited from playing on the sites of the casino partners, which are indicated in the license of this casino.

• 7.5

  The player undertakes not to open a new account. The casino is not responsible for opening by you a new account and any losses that you may incur after opening a new account. We reserve the right at any time to close an account that was created in violation of these rules.

Your complaint is unfortunatelly unfounded, according to their term 7.3.

Thanks for your understanding.

Dear Eowyn,

Thank you for your prompt response. I wanted to reiterate my position regarding my account status. I wish to clarify that my intention was not to permanently close my account, but rather to request a temporary break to prevent any impulsive actions. This break, often referred to as a "cooling-off period," is a precautionary measure commonly practiced to ensure responsible gaming. In fact, I recall from one of your LCB videos that such a temporary pause is feasible and conducive to ensuring the security of winnings.

Despite my repeated requests over the two days in a row for this temporary break, it was not granted. However, I was surprised to find that such an option is now available to players through their profile section. I find this situation to be unfair and inconsistent with the assurances provided. My primary concern remains the secure withdrawal of my winnings , which I have previously sought to safeguard.

In light of these circumstances, I kindly request a reconsideration of your decision and urge you to engage with the operator to address the issues that have arisen. Your assistance in resolving this matter would be greatly appreciated, as I am eager to continue enjoying your platform with confidence and trust.

Thank you again for your attention to this matter :)

here the overview from the profile where you could initiate a break for small period not a total self exclusion

Hello rexola23,

Can you please send to us the exact term in their general T&C where they offer, as you say, the possibility to request a temporary break to prevent any impulsive actions? Or a "cooling-off period?

We asked you because you said it was common practice. That does not imply that this particular casino includes that option in its terms and conditions.

Thanks.

Hey Eowyn,

thank you for your quickest reply.

I wanted to bring to your attention a discrepancy regarding the terms for responsible gambling, as outlined back in July 2022. At that time, the policy stated that players could request a temporary termination of their RollingSlots account if gambling was having a negative impact on their lives or the lives of their loved ones. Specifically, it emphasized the option to "terminate your RollingSlots account for a certain period of time."

Between July 12th and July 14th, I made repeated requests for a temporary break from my account, seeking to responsibly manage my gaming habits. However, despite my efforts, my requests were dismissed and neglected.

It's essential that policies are applied fairly and consistently for all players, and I trust that you share my concern in ensuring the integrity of responsible gambling regulations.

Thank you again for your attention to this issue. I appreciate your assistance in resolving this discrepancy.

It was literally said 

If you think you might be one of those players and gambling has negative impact on your life or life of your family and friends, we can suggest you one of the following things: You can always contact our support department at [email protected] and ask to terminate your RollingSlots account for a certain period of time.

Hello rexola23,

We will reach out to the casino to find out more about your case, as we saw in their terms 14.2. that any outstanding balance in the player's account will be returned to the player after he requests an account closure. The player will get back their funds from the account if there is no debt to the casino or any other third party.

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?
 

Thanks.

Hey Eowyn,

i just sent you a private message with my credentials across rollingslots.

I would really appreciate your assistance in addressing the matter especially back at the time the terms should allow me such a break without voiding the winnings which was exactly my inquiry.

Many thanks in advance

Hello rexola23,

We have reached out to the casino regarding your case.

Keep you posted.

Hello rexola23,

We have reached out to the casino again.

If they do not reply, we will mark this complaint as Unresolved.

Thanks for your understanding.

Hello Eowyn,

thank you for the update. Keep me posted 

Hello,

Based on our T&C's:

7.3. You can close your account only if you do not have funds on the balance and/or there aren’t any withdrawal requests in the course of processing.

Based on the chat history, the player had active balance and withdrawal requests at the time when he asked for an account closure. 
Moreover, the player wanted, as he wrote in chat: “i mean a break but i could access my account and request a payout for the remaining amount".

At that moment of his request, we didn't have a cooling-off feature on our website, and it is solely the player's responsibility to check everything before creating an account in casino. The information is always publicly visible and can be checked before creating an account.

In is totally normal when casinos develop their functionality and indeed, we have a “Take a break” feature now, but please acquaint how it works:

4.3. The “Take a break” setting allows you to get only “View” access to your account, however all the Website’s functions will be disabled for you.

4.4. The “Take a break” setting can be enabled, only if you do not have any withdrawal requests in the course of processing.

So based on your request in 2022, the current feature also doesn't fit you.

So, we truly don't understand the nature of this complaint. 

Kind regards,

Rolling Slots.

Hello rexola23,

Upon casino representative response, we will mark this complaint as Resolved.

We have tried our best to assist you, but we can't change the fact that the casino didn't have a cooling-off term on their website at the time of your writing, so it was solely the player's responsibility to check everything before creating an account in the casino.

Thank you for understanding.

Hello Rollingslots,

Thanks for your assistance.

Hello Eowyn,

I am writing to express my dissatisfaction regarding the procedures followed by the casino, particularly in regards to their insistence that it is solely my responsibility to verify all details before creating an account. This stance is problematic, especially considering their previous assertions stated on their website rollingslots that taking a break was possible simply by contacting support which i literally did numerous times between July 12th and July 14th. (P.S. to the rollingslots representative : Transparency would entail sharing chat transcripts upon request rather than repeatedly neglecting my concerns despite numerous email requests for the transcripts !! )

Now, they claim to not understand the nature of my complaint and are seemingly avoiding addressing the issue. To clarify, my complaint revolves around the casino's failure to comply with responsible gambling regulations and their creation of a situation where players are trapped in a dead-end scenario with no opportunity to withdraw their winnings. Allow me to elaborate on the situation to ensure everyone reading this complaint fully comprehends the gravity of the matter that has been repeatedly dismissed.

Imagine the following scenario: You find yourself as a player with $1 million in winnings currently in your casino account. However, you are also struggling with a gambling addiction, and you know that if you leave that money in your account for the next 24 hours, it will inevitably be lost due to the withdrawal daily limits.

In a reputable casino, there would be a solution to this dilemma: self-exclusion. By opting for self-exclusion, players can prevent themselves from further gambling activity while still having the ability to withdraw their winnings.

Unfortunately, due to rule 7.3, this option is not available. Players are left with no alternative, even after requesting a break that is denied according to the casino's reasoning, but to either continue playing and risk losing everything or forfeit their winnings.

If the self-exclusion feature in Rollingslots casino were functioning correctly, there would be no grounds for complaint, as players like myself could self-exclude and protect their funds.

However, it appears that there is a flaw in the terms themselves, particularly in the self-exclusion policy.

Now, put yourself in the shoes of a player facing this predicament in Rollingslots casino with $1 million at stake due to a gambling problem. What actions would you take to prevent the loss of all your winnings?

It seems evident that the tactic employed is to avoid paying players and force them to lose their hard-earned winnings, exacerbating their existing issues, which only serves to justify such unethical practices.

Eowyn, I believe you understand the situation now. I'd really appreciate it if you could take another look at everything. This whole ordeal has been a waste of time and has made my gambling problem worse.

Thank you in advance for your attention to this matter and for your understanding.

Best regards,

rexola23

Hello rexola23,

We understand what you are saying, and we sympathize with your frustration.

But we can't influence when the casino changes its terms.

We can only advise you to carefully read each casino's T&C before depositing any funds.

Also, regarding your problem with playing casino games, please follow up on the next pages: GamCare, Be Gamble Aware, Gordon Moody.

Regards,

Eowyn

Hello Eowyn,

Thanks for getting back to me and for your suggestions.

I want to tell you that my gambling problem was in July 2022 and the middle of 2023 and I'm working on fixing it now.

Again and last point before moving forward I'm a bit frustrated because when I've asked the operator for all my chat transcripts between 12th of July 2022 and 14th of July 2022, they've been ignoring me. I know I have the right to see all the info they have about my account, according to GDPR rules. But If the operator isn't faulty why such a request is still being dismissed and neglected so it's kinda worrying because it seems like the operator isn't being fair or responsible or even hiding the truth.

I get that you might not be able to change things at the casino, but it's really not okay how they're treating problem gamblers like me. Their rules make it hard for people like me to get help or access our winnings properly.

Thanks for listening and helping out. Time will show what's really going on.

Best regards,

rexola23