1xSlots Casino - El jugador tiene problemas para completar la verificación de la cuenta.

The same day I made the first deposit at the casino to earn the welcome bonus, I had my account blocked for verification. This happened while I was playing. It's been two weeks since I sent the documents and I still haven't received a response. By chat I am informed that I have to wait. It's been so long today that my bonus and winnings I had expired. It really is a disservice to the customer. I regret having deposited at the casino.

No mesmo dia em que fiz o primeiro depósito no cassino para ganhar o bônus de boas vindas,tive minha conta bloqueada para verificação. Isso aconteceu enquanto eu jogava. Já fazem duas semanas que enviei os documentos e ainda não recebi resposta. Pelo chat sou informado que tenho que aguardar. Já faz tanto tempo que hoje expirou meu bônus e os ganhos que tive. Realmente é um descaso com o cliente. Me arrependo de ter depositado no cassino.

Dear lucasmachadotj28,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Best regards,

Petronela

Dear Petronell,

There is no relevant information to help me understand what is causing the delay. When I try to access any slot the information that appears is that my account is blocked for verification. I understand that it is an important process. But the delay on the part of the casino cost me the welcome bonus I had earned.

Also understand that I had no interest in making a withdrawal, I was just playing when I got blocked.

Caro Petronela,

Não há nenhuma informação relevante que me ajude a entender o que está causando a demora. Quando tento acessar qualquer slot a informação que aparece é que minha conta está bloqueada para verificação. Entendo que é um processo importante. Mas a demora por parte do cassino me custou o bônus de boas vindas que eu havia conquistado.

Entenda também que não tinha interesse em fazer uma retirada, eu estava apenas jogando quando fui bloqueado.

Thank you very much, lucasmachadotj28, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear lucasmachadotj28,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 1xSlots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1xSlots Casino,

Could you please state why the player is unable to pass the verification and why his winnings have expired?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good day, Petronela, Stefan, and lucasmachadotj28

Initial connection of the player with casino security was not really well-established since he used hotmail domain which we do not get always mails from. Sorry for that, it is a common issue for all our work email structures.

Now it is gmail service and all good, regarding the whole verification process, Security department asks to provide a photo of documents in a better quality. Player should follow recommendations of the secuirty help desk and everything will work out eventually.

Dear lucasmachadotj28,

Did you manage to provide the casino with the documents?

I am looking forward to your response.

Kind regards,

Stefan

Dear lucasmachadotj28,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Stefan