SlotsandCasino - Jugador que tiene dificultades con la verificación KYC para realizar retiros.

I'm a depositing player in this casino. I deposited $25 went through my bonus playthrough requirements and now I've request a withdrawal for $1000 so they said I need to complete a KYC Verification. No problem I provided them the requested documents which takes them over 72hrs to process only to come up with some BS about the documents not being clear enough. So I take new pictures and resend them the documents. Now this takes an additional 72+ hours to only to have them tell me my bank statement i used is to generic and could be a fake even though its the original PDF I downloaded from my account website. So I now get my phone bill and send that in instead and I'm being told its gonna take another 72hrs to process 1 stupid document. This is ridiculous I just want my winnings that's all

Dear twistedmustache6,

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.

• Do I understand correctly you are currently waiting for the casino to approve your phone bill document?
• Was there any response from the casino since you filed the complaint here?

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,

Tomas

Yes I'm waiting for them to approve my phone bill. I've been waiting for the verification process for over a week I've sent them everything they have asked 3 separate times and they take 3 days just to tell me there is something wrong with the document i sent. They have done that twice so I sent a new document this time but now I'm gonna have to wait 3 more days to approve this document as well. No they haven't responded since I filed this

Thank you very much, twistedmustache6, for providing the necessary information. 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 twistedmustache6,

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

Dear SlotsandCasino, 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 already reviewed a phone bill provided by the player as proof of address?

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

Hello twistedmustache6 and Natalia,

Thank you for your message. We sent your information to the department in charge and we noticed that the verification process was concluded successfully and your payment was approved and sent today. Please go ahead and review your account.

We do apologize for the inconvenience caused by the long process time the verification took. We are always trying to have our processess become faster each time. Happy Holidays!

Thank you very much for checking this, SlotsandCasino.

Dear twistedmustache6, based on the message from the casino, your withdrawal request was successfully processed. Would you please let us know as soon as you receive the payment?

Dear twistedmustache6,

Have you received your withdrawal from the casino yet?

Dear twistedmustache6,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.