Slotman Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hi

Registered with Slotman based on your recommendation. Deposited 75CHF via Paysafe and immediately afterwards my account was blocked. Upon request from the support, I now have to go through a verification and confirm the transactions in order to get my money back. But it won't work because I can't prove a payment with Paysafe.

Deposit without any problems, but as soon as money has to leave the casino, a huge riot is immediately organized.

I ask for your help.

Hallo

Hab mich bei Slotman aufgrund eurer Empfehlung registriert. 75CHF per Paysafe eingezahlt und direkt danach wurde mein Konto gesperrt. Auf Anfrage beim Support, muss ich jetzt eine Verifizierung durchmachen und die Transkationen bestätigen damit ich mein Geld zurück erhalte. Wird aber nicht gehen, da ich eine Zahlung mit Paysafe nicht nachweisen kann.

Einzahlen ohne Probleme, doch sobald mal Geld vom Casino weg muss wird direkt ein riesen Aufstand veranstaltet.

Ich bitte um Ihre Hilfe.

Dear brate123,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

First of all thank you very much for your answer.

But you misunderstood something.

I registered again and then paid directly via Paysafe without verification. After that I was immediately logged out of my account and couldn't play or log in at all.

In other words, I didn't make any profits, just paid in and didn't play at all.

I find it rude to have to verify myself when I haven't played at all.

Then why was the deposit approved?

I hope you understand my point of view.

Hallo

Erstmals vielen Dank für Ihre Antwort.

Sie haben aber was falsch verstanden.

Ich habe mich neu registriert und habe danach direkt, ohne Verifizierung, über Paysafe eingezahlt. Danach wurde ich direkt von meinem Konto abgemeldet und konnte gar nicht spielen und mich einloggen.

Sprich ich habe keine Gewinne gemacht, sondern nur eingezahlt und gar nicht gespielt.

Ich finde es unverschämt mich zu Verifizieren müssen wenn ich gar nicht gespielt habe.

Warum wurde dann die Einzahlung zugelassen?

Ich hoffe sie verstehen meine Sicht.

I see. So the disputed amount is the deposited funds and no winnings. Is that correct?

And

Ja

Thank you very much, brate123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi brate123,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotman Casino to the conversation to participate in the resolution of this complaint.

Dear brate123,

We would like to help you get your funds back. 

According to the information available to me, my colleagues have requested documents from you in order to make a refund. We need the requested documents for verification. Please provide us with the requested documents to support@slotman.com

Kind regards,

Support Slotman

Dear Slotman Casino Team

I can send you the documents without any problems, but I don't want to put myself through the hassle.

This is because they allowed my withdrawal and blocked me right after I deposited.

I will send you the documents, but I will charge you for the administrative work involved.

Because when the player deposits, in other words they should receive money, everything goes very quickly and smoothly. But as soon as the player is somehow supposed to receive money, one is always stalled.

I offer you two solutions:

1 solution: They send me the money back WITHOUT verification and we both go our separate ways.

2 solution: They send me the money back + a compensation of 100€ for the administrative work I have to do because of the verification.

If none of the mentioned solutions suit you, I feel compelled to take legal action.

With kind regards

fry123

Liebes Slotman Casino Team

Ich kann Ihnen die Dokumente ohne Problem zustellen, jedoch möchte ich mir den Aufwand nicht antun.

Dies aus dem Grund, da Sie meine Auszahlung zugelassen haben und mich, direkt nach dem ich eingezahlt habe, gesperrt haben.

Ich sende Ihnen die Dokumente, doch dafür verrechne ich Ihnen einen administrativen Aufwand.

Denn wenn der Spieler einzahlt, anders gesagt sie Geld erhalten sollen, geht alles ganz schnell und reibungslos. Doch sobald der Spieler irgendwie Geld erhalten soll, wird man immer hingehalten.

Ich biete Ihnen zwei Lösungen:

1 Lösung: Sie senden mir das Geld zurück OHNE Verifizierung und wir gehen beide getrennte Wege.

2 Lösung: Sie senden mir das Geld zurück + eine Entschädigung von 100€ für den administrativen Aufwand den ich habe wegen der Verifizierung.

Falls Ihnen keine der erwähnten Lösungen passen, sehe ich mich gezwungen rechtliche Schritte einzuleiten. 

Freundliche Grüsse

brate123

Hi brate123,

I'm afraid no casino will pay you any administrative fees. You will have to pass the verification in order to get the refund or play games in the casino. Since you can "send the documents without any problems", as you stated above, I suggest you do so. It's a standard AML process.

sent the data.

Hab die Daten gesendet.

Thank you brate123 for the update. Please let me know when you pass the verification.

Dear brate123,

Unfortunately, we did not receive an email from you. We sent you an email with the requested documents for verification. We kindly ask you to provide a response to this letter. 

Kind regards,

Support Slotman

What they have received nothing?! I have sent you all the documents, in response just send me the same message again what documents are needed. Later I got an email asking if I was satisfied with their support???

@CasinoGuru: Please explain to the provider that I cannot send a payment confirmation as I deposited via Paysafecard. You shouldn't offer the method if they need confirmation.

Was sie haben nichts erhalten?! Ich hab ihnen alle Dokumente gesendet, als Antwort senden sie mir einfach nochmals die gleiche Nachricht was für Dokumente nötig sind. Später hab ich dann eine Mail bekommen ob ich mit ihrem Support zufrieden bin???

@CasinoGuru: Bitte erklären Sie dem Anbieter das ich keine Zahlungsbestätigung senden kann da ich über Paysafecard eingezahlt habe. Sie sollen die Methode nicht anbieten wenn die eine Bestätigung brauchen.

Dear Slotman Casino team,

Since you need a payment confirmation for the deposit via Paysafecard, what exactly should brate123 provide as evidence? I believe you only enter a code when depositing via Paysafecard, correct?

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.

Dear brate123,

We emailed you so that you could get verified and get your money back. We sincerely want to help, please see the letter in the еmail.

Kind regards,

Support Slotman

Hi brate123,

Has there been any news?

got the money

Hab das Geld erhalten.

Thank you brate123 for the update and thank you Slotman Casino Team for your help.

Dear brate123,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter