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

Casino guru please help me.

I presented some documents for KYC identity verification to withdraw from this casino, but they keep canceling official documents for address verification and always asking for another document.

The documents in Latin characters they demand are documents that do not exist in my country.

I register a complaint saying they are just now putting extra unwieldy KYC checks on me to avoid paying out my winnings

They should be clear that if you don't have a Latin id the risk of not being able to fulfill their KYC checks.

I have screenshots and emails as evidence.

All I want is the company to me the winnings from my account in full immediately.

Dear kurekure666,

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.

Do I understand correctly that a missing translated Proof of Address seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I fully understand the importance of KYC.

The first document I submitted was an official certificate of residence.

Canceling this at other casinos is a unique document.

This casino canceled and requested me to submit bank documents or utility bills.

As requested, I submitted my bank statement. This document was written in Japanese.

They canceled this document and requested bank documents written in Latin script.

I submitted bank statement written in Latin characters as requested.

They canceled the requested document. At this point I didn't understand.

And then they asked for a utility bill.

I told him that there were no utility bills written in Latin characters in Japan, but he demanded that I send them to him.

So I got a utility bill and submitted it.

They canceled the document because it was not written in Latin script and therefore could not be accepted.

I keep repeating this kind of exchange by chat and e-mail, and the story does not progress at all.

Normally, bank documents written in Latin characters should be accepted, and the bank documents do not state the reason for the cancellation.

I have submitted all the documents I have, but they keep making new requests.

Next, they are requesting to send a PDF that can confirm the address with bank data.

I've spent a lot of money and a lot of time on getting documents. I'm tired of it.

KYCが重要なのは充分理解しています。

最初に提出した文書は公的な住民票をアップロードしました。

他のカジノでこれをキャンセルすることは他にない文書です。

このカジノはキャンセルして、銀行の書類もしくは公共料金の請求書を提出するように私に要求しました。

私は要求通り、銀行の残高証明を提出しました。これは日本語表記の書類でした。

彼らはこの文書をキャンセルして、ラテン文字で書かれた銀行書類を要求しました。

私は要求通りラテン文字で書かれた銀行の残高証明を提出しました。

要求した文書なのに彼らはこれをキャンセルしました。この時点でわたしには理解できなかった。

そして次に彼らは公共料金の請求書を要求しました。

日本にはラテン文字で書かれた公共料金の請求書は存在しないと伝えましたが、それを送ってくれと私に要求しました。

なので私は公共料金の請求書を取り寄せてそれを提出しました。

彼らはそれをラテン文字で書かれていないから認められないとその書類をキャンセルしました。

このようなやりとりをチャットとメールで繰り返し続け、全く話が進まない状態です。

本来ならラテン文字で書かれた銀行書類で認められるのが当然であり、銀行書類でなぜキャンセルなのか理由も述べません。

私が持っている証明書類は全部提出しましたが、彼らはまた新しい要求を続けます。

次は銀行のデータで住所確認できるPDFを送れと要求してきています。

これまで書類を取り寄せるのにお金を使い、沢山の時間も使いました。わたしはもううんざりしています。

Hello Casino Guru.

Thank you very much for your cooperation.

Thanks to all of you, yesterday I received an email from Euslot stating that my identity verification was approved.

I immediately applied for a withdrawal, but for some reason I got a notification that the withdrawal was canceled, and then I received the following email from support.

"We are contacting you regarding your previous rejected withdrawal request.

We would like to inform you that your withdrawal request was cancelled due to technical issues. 

Furthermore, we kindly ask you to make a new cashout request again.

Thank you for your understanding."

I'm just a few steps away from withdrawing money.

We will contact you again once your withdrawal has been approved and we have received your winnings.

Or if there is any problem, I will contact you, so please wait a little longer.

Thank you very much, kurekure666, for the update. I'm glad to hear that your account got successfully verified. Please let me know when your withdrawal will be processed and you receive your winnings. Looking forward to hearing from you.

Hello Petronela.

I applied for withdrawal again, but it was canceled again.

I'll paste the reply text below.

"We are contacting you regarding your previous rejected withdrawal request.

We would like to inform you that your withdrawal request was cancelled due to the payment provider. Unfortunately, there are some technical issues. 

Moreover, please be so kind to provide us with the screenshot of available to you payment methods for withdrawal."

After uploading the screenshot of ecopayz used for payment, what does technical problem refer to? asked the casino.

that reply

"Thank you for the reply and uploaded documents!

However, we kindly ask you to provide us via E-Mail with another screenshot, of available payment methods to you for withdrawal. You can find it in the "Withdrawal" tab in your account. There should be several other methods visible."

They not only didn't answer my question, but asked me to upload another payment method that I didn't use to make the payment.

i reply

"I have two questions,

Please tell me why I have to upload a wallet other than the payment method I deposited.

It is normal to check the ID used for deposit.

What are some technical issues that are the reasons for canceling withdrawals?

It is very unacceptable to have a withdrawal canceled without a valid reason."

I just want to receive my prize. I can't find my fault.

Thank you, kurekure666, for another update. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

I believe the casino is asking you to upload a screenshot of the payment methods that are visible, hence available inside your casino account for withdrawals.

Hello Petronella.

I understand the content.

The casino replied that there was an error in the ecopayz withdrawal process and they wanted to process the withdrawal with Mifinity or WebMoney.

I don't have a wallet for either of them, so I told them that if possible, I would like to receive the winnings through ecopayz, and the casino said that they would process it with ecopayz, so I'm waiting.

I'll report back if anything progresses.

Thank you for your cooporation.

こんにちはペトロネラ。

内容承知しました。

カジノからの返答は、ecopayz の出金処理にエラーが生じているという理由でMifinityかWebMoneyで出金処理したいと言われました。

私はどちらもウォレットを持っていないのでできればecopayz で賞金を受け取りたいと伝え、カジノはecopayz で処理できるか実行すると言っていますので待機中です。

また何か話が進みましたら報告します。

協力ありがとう。

Perfect, kurekure666. Please keep me updated, I will be waiting patiently.

Hello Petronela.

Five days have passed since I applied for withdrawal, but the withdrawal procedure has not progressed at all, and when I emailed support today, I received a reply with a fixed form.↓

"Thank you for the reply.

Your withdrawal is still being processed. We are doing our best to expedite the process. You just have to wait a little longer for the confirmation. You will be notified by email once the payout is credited.

Thank you for your understanding!"

That's all the progress.

It's been over a month since my first withdrawal request and I'm really fed up.

Hello petronela.

The casino asked me to reapply for withdrawal, so I applied, but it was canceled again.

Answer to ask why you canceled

"I am contacting you to request a new withdrawal request."

The casino told me to apply for withdrawal again, and if I did so, they would cancel it.

It never ends.

Please help us to resolve this withdrawal issue.

Thank you very much, kurekure666, 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 kurekure666,

I am so disappointed to hear your withdrawal hasn't reached you yet. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear EUSLOT Casino,

Could you please state why the player's withdrawal has not yet been paid out and when can he expect payment?

Why are all withdrawal requests cancelled?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear CasinoGuru Team and kurekure666, 

Thank you for providing us with a chance to shed light on the situation, as a customer satisfaction is our top priority. 

At EUslot Casino we always try to process withdrawals as fast as we possibly can, however, sometimes there could be a situation that does not only depend on us, such as issues in payment systems that we cannot directly influence.

Unfortunately, Ecopayz is experiencing technical difficulties at the moment, but the problem is currently being worked on and is expected to get resolved soon.

We are sorry for a delay. We are waiting for a reply from the technical department and soon we will have all the relevant information. 

We hope for your understanding!

Sincerely,

EUslot Casino Team

Hello Casino guru.

You have successfully received your winnings in your ecopayz wallet.

Thank you very much for your cooperation.

I want to warn players other than myself.

Euslot casino is a very unscrupulous casino that makes repeated demands for identity documents and uses delay payment tactics armed with unprovisionable document demands for players from non-Latin countries. I think it's below the dark casino. Because the winning money is paid properly even in the dark casino.

I've heard that some of my friends have also experienced the same payment issues across all of Euslot casino's affiliated casino companies.

Big respect to the guru staff!

Dear kurekure666,

I am glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Stefan