Rolling Slots Casino - La cuenta del jugador ha sido cerrada por presunta duplicación.

This casino group has closed down my account claiming that I have a duplicate account. I have accounts on 3 different casinos, operating under different names, but under the same group/company. This is completely allowed. I reject this accusation, as I only operate one account registered under my log in details:

Full name - [hidden by Casino Guru team]

Username - [hidden by Casino Guru team]

email - the email I used to sign up here as well.

I have not created or used any other account, therefore I feel that this accusation is unjustified.

I have received some of my winnings, but still have a balance owing to me. 

I ask for them to please provide clear evidence of the duplicate account including registration details, and please restore my account so I can have access to withdraw my winnings. 

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Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem at Rolling Slots Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• When did you create your account? When did the casino accuse you of having duplicate accounts?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino? 
• Have you used a VPN or any proxy service to access the casino website?
• Could you please advise if you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Natalia 

Good day Natalia,

Thank you for your quick response.

The account was created around mid June 2025. They sent me a mail saying my account is a duplicate on 19 September 2025. 

No there is no chance of anybody else using my account or creating an account in my home. 

NO VPN or proxy service has been used.

Yes, the KYC verification was completed and the account was verified. 

I did not use a bonus. 

Thank you for your reply. Could you please confirm whether you have ever accessed the casino website over public Wi‑Fi networks (e.g., in a shopping mall, cafe, etc.)? Additionally, have you used a device that is exclusively yours, or have you also used shared devices?

Dear ladarren,

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.

Hi Natalia,

My apologies for not replying earlier, I though I had. Thank you for extending the time.

I have used a device that only I use and from my own Wi-Fi.

Thank you! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear ladarren,

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.

Natalia,

I have send them over to you on 2 October. I have also forwarded the same message again now.

Thanks.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello ladarren,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rolling Slots Casino to join the conversation.

Dear Rolling Slots Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. Please send the information and evidence to me directly at michal.k@casino.guru

Dear Michal,

We have provided additional details regarding this case.

Please let us know if any questions arise.

Kind regards,

Rolling Slots Casino Representative

Thank you for the information and evidence provided, Rolling Slots Casino Team.

Dear ladarren,

I have received the evidence that substantiates the casino's decision. Unfortunately, after gathering and reviewing all pertinent information and evidence, we must deem this complaint as Unjustified due to a breach of the casino's terms and conditions – specifically, the establishment of multiple accounts. Every casino enforces a very stringent policy regarding instances of multiple accounts, and the casino team has acted in accordance with its terms and conditions, which you accepted when you registered your account, as previously communicated to you by the casino team via email.

I strongly advise you to refrain from the practice of creating multiple accounts in online casinos, as it will soon or later lead to a similar outcome.

If you experience issues with any other casino in the future, please do not hesitate to contact us, and we will try our best to help.

Best regards,

MIchal

Casino Guru