Slotexo Casino - El retiro del jugador se retrasa debido a problemas con el proceso KYC (Conozca a su cliente).

Slotexo initiated KYC after I withdrew total of 1000€(998,15€ recieved) after two weeks of delays and multiple messages with VIP support and support. VIP encouraged to keep playing with possible cashbacks to win the next 100 000€, Well I did increase the balance from 24 000€ to 50 000€.

All my KYC documents have been sent, though I messed up my card pictures(probably?) and had the re-send them, no problem there, it was cleared. After that they asked me to send a picture with no info telling me what to send. After contacting support once again they told me to send a picture of my old debit card. It has been blocked for misuse in february. I sent them everything I could from the bank to prove it has been blocked permanently.

After that it has been radio silence and they still require me to send a document of some sort of something yet there is no upload button anymore. Support tells me to wait. I've been waiting since first withdrawal request 19.4.2026..

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 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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Has the casino provided any alternative methods to submit he requested documents?

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, 

Attila

Hi.

Yes I am aware the importance of KYC and I'm glad they take it seriously.

I've already sent them my ID (driving license) Proof of address (Payment slip), Bank Statement and picture of my current debit card including the back and front. Last document I sent them was screenshots from my bank messages for the old card that has been blocked and screenshot of current state of that blocked card. This was the last document I sent and it was 10.5. I think?

After that the site requires blank document and there is no upload button. This could be part of the blocked card as they are investigating it.

Also just a sidenote, my VIP tier has been stuck on VIP 3 at certain percentage, even though I've betted more then 20 000€. They also removed the VIP-manager for tier 3 without any notice or warning, sure they can do this without notice but it just leaves really bad taste of the casino..

Hi.

I contacted support once again today, "it takes 3 working days blah blah, once we have all required documents blah blah blah" It's been a week already and they're obviously playing time here and waiting me to lose the balance back to the casino.

They do keep sending me bonus offerings frequently though in hope of falling into bonus trap where my real balance gets eaten up and no bonus money is used until the account is out of balance.

Thank you for your reply. Could you please forward the documents which are currently pending verification, along with any communication between you and the casino’s customer support?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

I've forwarded the documents and latest emails with slotexo, Screenshots are re-screenshots of the exact same pages which I've sent before, I don't want to re-send them same images in fear of getting banned/blocked.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Jaska008,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Slotexo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Slotexo

They have cleared the KYC process today. Thank you.

Hello Jaska008,

I am pleased to hear that progress is being made. Could you please provide an update on whether the withdrawals are functioning as expected for you?

Hi Lucia.

Withdrawal process is working as expected.

How long it takes them to process them and how many support tickets is required is still open.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Jaska008,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia