TheSlotz Casino - La solicitud de retiro del jugador se retrasa debido a problemas de verificación.

Hello, dear GURU team!

I have the following problem with the above-mentioned online casino:

I can't request withdrawals because I can't upload documents or enter/edit my data. I've tried all relevant options (cookies, browser), but nothing works.

The gender information cannot be selected/entered/activated, although it is necessary for activation for the KYC verification there, but the casino deliberately presents itself as "stupid" or not particularly helpful - in keeping with the motto: tough luck.

I therefore sent my documents for verification by email, but this was completely ignored.

To me, this indicates a possible refusal to pay out.

All extremely annoying and very irritating.

I therefore urgently request specialist assistance.

Thank you.

Kind regards

CG

Hallo, liebes GURU-Team!

Ich habe folgendes Problem mit dem o.g. Online-Casino:

Ich kann keine Auszahlungen beantragen, da ich dort weder Dokumente hochladen noch meine Daten eintragen/ändern kann. Es wurden alle relevanten Optionen (Cookies, Browser) ausprobiert, nichts funktioniert.

Die Geschlechtsangabe kann nicht gewählt/eingetragen/aktiviert werden, diese ist jedoch für die Freischaltung zur dortigen KYC-Überprüfung notwendig, aber das Casino stellt sich bewusst "dumm" bzw. als nicht sonderlich hilfreich dar - frei nach dem Motto: Pech gehabt.

Ich habe daher meine Dokumente zur Verifizierung alternativ per Mail gesendet, dies wird jedoch vollkommen ignoriert.

Dies deutet für mich auf eine etwaige Auszahlungsverweigerung hin.

Alles höchst ärgerlich und sehr nervig.

Ich bitte somit eindringlich um eine fachspezifische Hilfestellung.

Vielen Dank.

MfG

C.G.

Dear Mr. Boo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you, could you please provide us with some additional information?

• Have you received any response from the casino regarding your email submission of documents?
• Have you tried contacting customer support via chat or email and asking if they can edit the gender?
• How long have you been experiencing this problem?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

If you have any relevant communication or documentation, feel free to forward it to veronika.f@casino.guru.

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

Dear CasinoGuru Team and Mr.Boo,

Thank you for bringing this matter to our attention.

We understand that the player has encountered difficulties completing the Know Your Customer (KYC) verification process. This appears to be an isolated case, which we are currently reviewing internally.

In the meantime, we have provided the player with a direct verification link via email. We kindly ask the player to click on the link and complete the verification process.

We apologize for any inconvenience caused and remain fully available should any further assistance be required.

Kind regards,

TheSlotz Team

Good morning, Veronica.

Thank you for your kind reply.

- No, the "support" did NOT respond to my 2 emails with the verification documents.

- Gender still CANNOT be edited.

- This problem has existed from the beginning, i.e. already during the registration/login, which was carried out about 1 week ago.

- No, the location has not been changed.

I have learned from reliable sources that this problem is definitely NOT an isolated case in this dubious casino.

This casino is a complete disaster.

Of course, I have taken some screenshots, which can be presented at any time.

Thank you.

Kind regards

CG (aka Mr. Boo)

Guten Morgen, Veronika.

Vielen Dank für die freundliche Rückantwort.

- Nein, der "Support" hat auf meine 2 Mails mit den Verifizierungsdokumenten NICHT geantwortet/reagiert.

- Das Geschlecht kann auch weiterhin NICHT bearbeitet werden.

- Dieses Problem besteht von Anfang an, d.h. bereits schon bei der Anmeldung/Registrierung, welche vor ca. 1 Woche durchgeführt wurde.

- Nein, der Standort wurde nicht geändert.

Aus fundierten Quellen habe ich erfahren, daß diese Problematik in diesem dubiosen Casino definitiv KEINEN Einzelfall darstellt.

Dieses Casino ist eine reine Katastrophe.

Ich habe selbstverständlich einige Screenshots angefertigt, welche jederzeit vorgelegt werden können.

Vielen Dank.

MfG

C.G. (aka Mr.Boo)

Dear TheSlotz Casino representative,

Thank you for getting in touch with us and assisting the player with the verification of your account.

Dear Mr.Boo,

Have you been able to complete the verification after clicking on the link provided by the casino?

Have you submitted a withdrawal request? If so, please specify the exact date and the amount you requested for withdrawal.

Dear Mr.Boo,

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,

Veronika