Slotmaniax Casino - El jugador no puede retirar sus ganancias debido a una verificación pendiente.

I won 193.5€ in slots (casino balance 202.11 + 191.5 = 393.61€), but I cannot withdraw these funds, the verification isn't being considered even though I've uploaded my documents a long time ago. The support doesn't respond.

Я выиграл в слоты 193.5€ (баланс казино 202.11 + 191.5 = 393.61€), но не могу вывести эти деньги, верификация не рассматривается, хотя документы загружены очень давно. Поддержка не отвечает.

Dear Cintrol,

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 and it might take a few working days to complete this thorough process. 

Frankly, I find it surprising that you continue to engage with this casino. When you initially reached out to us at the beginning of January, you were already facing the same problem. I want to highlight that if your issue transitions into a sports betting-related concern, as you exclusively mentioned placing sports bets at that time, we won't be able to assist you. However, since it currently appears to be a KYC-related problem, we will make an effort to assist.

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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,

Petronela

Yes, I am very sorry that I contacted this casino. It was rated very highly on your site. I no longer have a problem with sports betting, the problem is with KYC, as you correctly noted. I cannot make a withdrawal request because this requires passing the first verification step. I uploaded the necessary documents to special sections of the site before 01/03/2024, but they were not reviewed. I have not received a response to my messages to support

Да, мне очень жаль, что я связался с этим казино. У него была очень высокая оценка на вашем сайте. У меня более нет проблемы со ставками на спорт, проблема с KYC, как вы правильно заметили. Я не могу сделать запрос на вывод, так как для этого необходимо пройти первый шаг верификации. Я загрузил необходимые документы в специальные разделы сайта до 03.01.2024, но они не рассмотрены. На мои сообщения в службу поддержки я не получил ответа

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

Hello, Cintrol!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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. 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 Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team

We have decided to reopen this complaint and close it as resolved because we have received information from the player that they have passed the verification and withdrew their funds succesfully.