Slotmaniax Casino - La verificación de documentos del jugador está retrasada.

I deposited 20 EUR and won 51 EUR. I submitted all documents 15 days ago, and casino still did not verified the documents yet.

I did not played with any bonuses.

There is no Live support available, and I already sent them 5 emails and no respond!

This casino looks like a scam.

Dear jjorusovich,

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

Dear Kristina,

Thank you for your reply.

Yes, I understand that KYC verification is an imporant requirement by the casinos.

I Uploaded on the casino website my ID And Utility bill right after I made a deposit. And after I wanted to claim a withdrawal (which I was not able to do) I uploaded the screenshot - a proof of my crypto deposit to the casino. This happened 09.02. Since than, I did not receive any communication from them that my account if verified, or not verified, or waht additional documents does thay need. I still can not claim a withdrawal or at least refund my deposit back.

Thank you very much for your reply, jjorusovich. 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.

Thank you forwarded to your email

Thank you very much, jjorusovich, 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 jjorusovich,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slotmaniax Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the documents necessary for the verification? When can the player expect the checks to be done so that they can submit a withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind 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.

Dear jjorusovich,

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 (complaints@gaming-curacao.com or via the 'Contact' button found on their website) 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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia