Slothub Casino - Retraso en la verificación y retiro de la cuenta del jugador.

I am writing to illustrate an ongoing issue I've encountered with SLOTHUB. Despite submitting the required documents for account verification 13 days ago, there has been no progress, which I find highly suspect and problematic.

The prolonged verification process appears to be a tactic to encourage players to use their current balance, which raises ethical and regulatory concerns.

This delay not only causes inconvenience but also casts doubt on the integrity of the casino's operations.

I have demanded an immediate resolution and a clear timeline for the verification process, along with a detailed explanation for this delay from the casino

Dear mazziccas,

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? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I have already submitted all the necessary documents promptly and in the correct format.

It's been almost two weeks now, and from what I've gathered through other complaints, this delay seems to be a common and predatory behavior by this operator. They possibly hope that players will gamble away their winnings while waiting impatiently for the verification process.

Additionally, the fact that I made a deposit without a bonus and used cryptocurrency should ideally streamline the KYC process, but it doesn't seem to have made a difference in this case

Thank you very much for your reply, mazziccas. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent all by email to kristina.s@casino.guru

Thank you very much, mazziccas, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi mazziccas,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Slothub Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify the reason why the player hasn't received the money yet though the withdrawal request was submitted 2 weeks ago? What are the reasons the request hasn't been processed yet and when can the player expect it to be done?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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 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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia