SlotsPalace Casino - El jugador tiene problemas con la carga de documentos para el retiro.

It won't let me withdraw my money asking me for verifications. I want to withdraw my 1025 euros that I won on Monday of last week but it won't let me do it because I need to verify myself, it turns out that after verifying my ID, my selfie, my address, he asks me to send him all the transaction history of my card from 1/5 to 30/6. I have requested the extract but it won't let me hang on your website. Then I asked support about this and they tell me to clear the cookies, log in with the computer but it's still the same. I've seen what happened to other users and I don't know if they want to take my money away, because I can't withdraw my Profits

No me deja retirar mi dinero pidiendo me verificaciones. Yo quiero retirar mis 1025euros que he ganado el lunes de la semana pasada pero no me deja hacerlo porque necesito verificarme, resulta que despues de verificarlo el dni, mi selfie, mi direccion, me pide que le envie todo el historial de transacciones de mi tarjeta desde el dia 1/5 hasta 30/6. He solicitado el extracto pero no me deja colgar en su pagina web. Luego he preguntado al soporte sobre esto y me dice que limpie los cookies, iniciar sesion con el ordenador pero sigue igual he le ido lo que ha pasado a otros usuarios y no se si es que me quieren quitar mi dinero, porque no puedo retirar mis ganancias

Dear yamategudasai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Do I understand correctly that you were able to upload all your identity documents except for the transaction history?

Have you uploaded the transaction history in the correct format?

Have you tried discussing with support if it would be possible for you to send them the transaction history through a different channel, for example, an email? Or maybe you could try a different browser?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Do I understand correctly that you were able to upload all your identity documents except the transaction history?

At first it wouldn't let me but I talked to its chat and it told me that I sent an email to supportslotspalace and then I don't know what it did it let me hang up the documents at first it only asked me for 3 documents, after hanging up it asks me even history of card transactions.

Have you uploaded the transaction history in the correct format?

I tried to upload with the mobile then it told me to clean the cookies, then change the chrome in incognito mode, in the end with a computer but none of them work.

Have you tried to discuss with support if it would be possible for you to send them the transaction history through a different channel, eg email? Or maybe you could try a different browser?

They have provided me with the support email that they have but it does not work, and it cannot be verified by email either, I have tried safari on my mobile instead of chrome and it does not work either.

¿Entiendo correctamente que pudo cargar todos sus documentos de identidad excepto el historial de transacciones?

Al principio no me dejaba pero hable con su chat y me ha dicho que envié mail al correo supportslotspalace y luego no se lo que ha hecho me deja colgar ya los documentos al principio me pedia solo 3 documentos, despues de colgar me pide hasta historial de transacciones con la tarjeta.

¿Has subido el historial de transacciones en el formato correcto?

he intentado subir con el mobil luego me ha dicho que limpie los cookies, despues cambie el chrome en modo incognito, al final con un ordenador pero ninguna de ellas funciona.

¿Ha intentado discutir con soporte si le sería posible enviarles el historial de transacciones a través de un canal diferente, por ejemplo, un correo electrónico? ¿O tal vez podrías probar con un navegador diferente?

Me ha proporcionado el correo de soporte que tienen pero no sirve, y tampoco se puede verificar por correo, he probado safari de mi mobil en vez de chrome y tampoco sirve.

I have been waiting for your message for 4 days but I do not receive any type of response either in the live chat or with the slotpalace support email and I do not receive my money either, here I present the screenshots of what happens to me when I want to verify myself to be able to withdraw the money.

llevo 4 dias ya esperando su mensaje pero no recibo ningun tipo de respuesta ni en el chat vivo ni con el mail de support slotpalace y tampoco me ingresan mi dinero, aqui te presento las capturas de pantalla de lo que me pasa cuando quiero verificarme para poder retirar el dinero.

Thank you very much, yamategudasai, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 yamategudasai,

I'm Michal and I have taken over your complaint. I have reviewed your case and it is quite strange that you keep getting the error all the time, but on the other hand, no system is 100% perfect. The casino should be able to accept your documents via email, but I will contact the casino to shed more light on this matter.

We would like SlotsPalace Casino to join the conversation.

Dear SlotsPalace Casino,

Have other players difficulties uploading their documents as well or is the issue only with this player's account?

What other option can the player use to forward you the required documents?

Yesterday I was talking with a support of yours, they have been commissioned to upload my documents to see if it is true. and see how long it takes to respond.

Ayer he estado hablando con un soporte suyo se ha hecho encargo de subir mis documentos a ver si es verdad. y a ver cuando tiempo tarda en responder.

Dear all,

Thank you for reaching out.

We would like to inform you that the documents were sent to us via email, and they have been forwarded to be checked by the relevant department.

We do not have other players complaining about this, but the issue has been forwarded for review to the relevant department nonetheless. Please accept our sincerely apology for the inconvenience.

Best regards,

SlotsPalace.com

Dear all,

Please be informed that the customer's account was verified on 15.07.

Best regards,

SlotsPalace.com

Thank you for the update, SlotsPalace Casino.

Dear yamategudasai,

As your verification was successful I believe SlotsPalace Casino has proceeded with your withdrawal and you should receive your winnings in the nearest future, please let me know when you do so.

If I have already received my withdrawal, thank you very much.

Si ya he recibido mi retiro muchísimas gracias.

Great news, yamategudasai. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru