Eternal Slots Casino - La jugadora está teniendo dificultades con la verificación de su cuenta.

Hi there Casino Guru -

I'm hoping that your site being a mediator can assist in resolving my issue with online casino, Eternal Slots, as I've made a couple of deposits via bitcoin utilizing their deposit boost promos of which I've succeeded with the second bonus but now that I'm requesting a withdrawal, they're giving me an absolute hard time cashing out due to my documents provided to them for verification are being accused of alterations.

I've followed their guidelines for documents needed for account verification such as ID (front/ back), selfie (holding my ID) of which they have no issues with but only my documents that bare my home address that matches my ID that they keep kicking back accusing of alterations and it being screenshots.

Even with me downloading my cellular bill statement straight from my provider and attaching it straight to the email submitted as they instructed, was kicked back because they claim of it being altered.

After the third time submitting my document(cell bill) for residence verification, they responded back with a tactical way of saying we're not going to pay out your winnings, because we have decided we're not going to accept your documents so now you're going to provide us with a video verification of me walking around the outside my house to show them my home number and the area in my home where I've taken my selfie holding my ID, which I find absurd for a residence verification.

This online casino has pretty much a hand full of my private information that they requested for my account verification of which I've submitted only to be denied from my winnings on a bonus fulfilled for a measly $100.00, of which I'm not going to give them anymore than I need to.

I'm from the gambling capitol of the world (Las Vegas) and the casinos here don't go to that extent on a hand payout.

So the last email I sent to Eternal Slots was requesting them to refund my (2) bitcoin deposits totaling $51.00 ($25.00 & $26.00) along with deleting all my personal information that I've submitted to them. After doing so I then want my casino account to be deleted/closed.

The last email sent to them was on July 05, 2026 of which I haven't heard from either their support nor banking departments.

So I ask Casino Guru humbly to assist me with rectifying this ridiculous situation between Eternal Slots and I because I'll be taking my online gambling enjoyment elsewhere.

Please let me know if there's anything you need from me to assist in this matter.

Thank you

Regards,

Rita

Below are some of the responses from Eternal Slots Banking Department whom does the verification process. Why don't they do this verification upon registration to save all the time and hassle when it's time to request a withdrawal?

To proceed with the verification process and address these alerts, we kindly request the following:

High-Resolution Images: Please provide clearer, high-definition images of your proof of address. Ensure the document is clearly visible and legible, and that it matches the address specified in your account.

Video Verification: We require a video of yourself outside your residence, clearly showing the address mentioned in your documents.

In this video, please:

Walk around the exterior of the residence.

Include a view of the area where you took the initial selfies.

Ensure your presence is evident throughout the video.

This is our final attempt to counter the fraud alerts from the verification software. Please be aware that any further indication of fraudulent activity or discrepancies in the information provided will result in voiding your winnings and termination of any additional verification attempts.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

• Could you please forward me the documents and selfies that you sent to the casino for the verification of your account? My email address is veronika.f@casino.guru.
• Would you be willing to record a video for the verification of your address as instructed by the casino?
• Is your account currently open, or has it been closed by the casino in the meantime?

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

Best regards

Veronika

Hi there Veronika,

Thank you for taking the time out to assist me with the issue I'm experiencing with Eternal Slots.

Yes, I totally understand the importance of KYC and agree with the stringent protocols in place to prevent fraudulent activity of any kind for both the business and its customers.

It's just the way things were handled especially after following the guidance given precisely and still get denied is frustrating. Maybe it's the cancer I'm having to deal with that may be giving me mixed emotions but I just know things could've been handled in a more proper manner.

When things get sour and go south, I always tend to go elsewhere as I don't want to deal with the bad juju whereas in this case, I just want my money back, my personal info deleted, and account closed.

Woo saaa! Ok before I get carried away, let me provide to you all that is requested of me and will send to you at the email address provided.

Of course I wouldn't mind recording a video for my verification especially if it deals with the withdrawal of my winnings. If this was requested earlier in the verification process I'm most confident that I'd be gambling at Eternal Slots with my verification approved and winnings paid out but instead I'm here requesting for assistance with the issue at hand but as of right now, I don't want to deal with Eternal Slots anymore.

Lastly, I still have access to my casino account and 100.00 still in my available balance.

Once again I greatly appreciate you assisting me with this matter... Have a happy over the hump day and a safe rest of the week.

Respectfully,

Rita

Thank you for your email and for the additional details. I’m sorry to hear that you are going through a difficult time, and I understand that the situation with the verification process must be especially frustrating under these circumstances.

To better understand the issue and proceed with the investigation, could you please forward me the emails containing the verification requests and responses you received from the casino? If the casino contacted you in the most recent days, please include that communication as well.

Also, could you please clarify whether there is any possibility that another person from your household, or someone using the same IP address or device as you, has created an account at this casino?

Thank you for your cooperation. I appreciate your assistance in gathering all the necessary information so we can review the case properly.

I've attached PDF files of the email responses so it'll be in one email or I can forward you each email individually, just let me know.

I've sent it to your email at: veronika.f@casino.guru

My children whom have introduced me to this casino who also play currently play there, of which have nothing but good things to say about Eternal Slots, if that's what you're asking.

Thank you

Regards,

Rita

Thank you for your email and for the additional information.

• Do you and your children live in the same household?
• Have you and your children ever used the same device to access your respective casino accounts?
• Have you ever played the same games, activated the same bonuses, or used the same payment method to make deposits?

Dear Ritam702,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru