PowerSlots Casino - El retiro del jugador se retrasa debido a problemas con la documentación.

Hello,

After depositing and playing on this site, I was informed that my proof of address is not valid and therefore I cannot withdraw funds.

Even though I have submitted multiple documents that meet the requirements for proof of address, the site has not given me any specific reasons, and the issue remains unresolved when I inquire.

I'm not sure what to do, so I am reaching out here in the hope that the administrator can provide some assistance.

こんにちは。

こちらのサイトで入金をし遊んだところ、住所証明が有効ではないと言われ出金がされません。

住所証明の条件を満たしている書類を複数枚提出済みなのにも関わらず、サイト側に問い合わせても具体的な理由を言われず、話が進みません。

どうすれば良いのか分からないため、管理人さんのお力を貸していただければなと思いこちらでお話させていただきました。

Dear niha135,

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 take KYC lightly.

• Could you please list which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share with me your communication with the casino concerning the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Thank you for replying by email.

メールで返信しましたのでよろしくお願いします。

Thank you very much, niha135, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear niha135,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite PowerSlots Casino representative to join this conversation.

Dear PowerSlots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I'd like to know that explanation too.

All the address proofs I submitted were valid.

私もその説明を知りたいです。

提出した住所証明はどれも有効期限内のものでした。

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Authority and submit a complaint to them. The Gaming Authority has more options and tools to help players.

Feel free to use our resources on the topic:

https://casino.guru/licensing-authorities/malta-license Malta gaming authority introduction and contact information

https://casino.guru/submitting-complaints-to-regulators Our guide on how to proceed when contacting regulators with a complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.