Unpaid winnings and no answer

I am submitting this complaint regarding delayed withdrawals from Rolling Slots and the way my account has been handled after I explicitly disclosed that I have a gambling problem.
I currently have approximately €15,000 in my Rolling Slots account, with multiple withdrawals pending. One of my withdrawals has been pending since 21 August 2026, and I have additional withdrawals pending as well.

Rolling Slots' terms state that withdrawals can take approximately 24–72 hours, but my withdrawal has already exceeded this timeframe. I raised this with Live Chat because, at the current rate of processing only around two withdrawals per week, it could take a very long time to withdraw my entire balance.

More importantly, during the Live Chat conversation I explicitly told the casino that I have a gambling problem. I explained that the length of time required to withdraw my funds was leaving me exposed and asked the casino to either self-exclude me or block/restrict my account until the withdrawals had been processed.

I specifically asked whether there was a way to withdraw all of my funds while preventing me from gambling or accessing the casino until the withdrawals were completed.

The support representative told me that they would contact the relevant team and, when I asked whether they could assist further, confirmed that they had already contacted them and asked me to wait for them to get in touch.

My concern is that I have made a clear disclosure of a gambling problem and have specifically requested that my gambling access be restricted, yet I have been told that I cannot self-exclude/restrict the account while there is a balance remaining. This means that while I am waiting for my withdrawals to be processed, I remain exposed to being able to gamble the remaining balance.

I am not asking for anything unreasonable. I want to withdraw my own funds and, at the same time, have my gambling access restricted so that I cannot gamble those funds while waiting for the withdrawals to be processed.

I have screenshots of the Live Chat conversation showing my disclosure of the gambling problem and my request for the account to be restricted. I also have evidence of the pending withdrawals and the account balance.

I respectfully ask AskGamblers to investigate:

Why my withdrawal has remained pending beyond the casino's stated 24–72 hour timeframe.
Why multiple withdrawals are being processed so slowly when I have a substantial remaining balance.
Why, after I explicitly disclosed a gambling problem and requested self-exclusion/account restriction, I was told that the account could not be restricted until the balance reaches €0.
Whether Rolling Slots can process my existing withdrawals while simultaneously preventing me from gambling, depositing or reversing the withdrawals.
What steps Rolling Slots will take to ensure that my remaining funds can be withdrawn safely without requiring me to continue having access to gambling.
My requested resolution is for Rolling Slots to process all of my existing withdrawals as quickly as possible and immediately restrict my account from gambling/depositing while those withdrawals are being processed.
I have not raised this complaint to make unsupported accusations against the casino. I am simply asking for the matter to be investigated based on the evidence and the correspondence I have provided.

I would be grateful for AskGamblers' assistance in resolving this matter

I reached out to RollingSlots chat to ask about changing my address. They told me to write an email to their KYC department. I sent them an email and waited for a week. No response. I reached out to the chat and they kept saying to try via email. A month passed and my documents to prove my address were now a 3 months and 1 week old. Had they actually taken their time to respond to me I could have moved on without a problem, without having to send them several emails. Not sure if small claims court is the only way at this point. It’s downright wrong to not help users change their address and then refuse to go with the KYC as the document is 1 week old.