SlotsPalace Casino - El jugador tiene problemas para completar la verificación KYC.

I sent all the required documentation several days ago and after about a week they still haven't validated my account and therefore I can't withdraw any winnings. A shame!

Ho inviato parecchi giorni fa tutta la documentazione richiesta e dopo circa una settimana non mi hanno ancora validato l’account e quindi non posso prelevare eventuali vincite. Una vergogna!

Dear Federico,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Could you please advise which documents you provided?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Lastly, I would like to ask you to clarify the dispute value since you haven't stated it while submitting a complaint. How much money is being held in your account due to incomplete verification, please?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello and thank you for your interest,

I specify that I have no communications between me and the casino as I have always written via chat.

I have no pending withdrawal requests at the moment as the ones I had due to the length of document approval prompted me to cancel it and

play it all, then lose it.

I provided all the documentation they requested from me in the early afternoon of 15.03.2022 except a copy of the virtual card (linked to mine

Skrill account) that I used for some deposits as I closed my account and the card itself is no longer recoverable. That's why I sent them emails

received from Skrill attesting to this.

In this situation I no longer trust to deposit as I am sure there will be problems with my withdrawal later; I want the account to be validated and then

maybe I'll deposit.

I think this is a very unreliable mess.

Federico C ***

Ciao e grazie per il tuo interessamento,

ti preciso che che non ho comunicazioni tra me ed il casino poichè ho sempre scritto tramite chat.

Non ho richieste di prelievo pendenti al momento poichè quelle che avevo per la lungaggine dell'approvazione documentale mi ha spinto ad annullarla e

giocarla tutta, poi perdendola.

Tutta la documentazione che mi hanno richiesto l'ho fornita nelle primo pomeriggio del 15.03.2022 tranne che copia della carta virtuale (collegata al mio

conto Skrill) che ho utilizzato per alcuni depositi in quanto ho chiuso il mio conto e la carta stessa non è più recuperabile. Per questo ho inoltrato loro mail

ricevuta da Skrill che attestava questo.

In questa situazione non mi fido più a depositare in quanto sono certo che ci saranno problemi poi sul mio prelievo; voglio che il conto sia validato e poi

forse depositerò.

Lo ritengo un casino molto inaffidabile.

Federico C***

Thank you very much Federico for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello Federico,

I looked at your complaint and will do my best to help you. I would like to invite SlotsPalace Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hello and thanks. This morning they sent me yet another absurd email. They asked me again for a copy of a virtual card generated on the Skrill site which I have used in some cases to deposit on their site. The problem is that I closed my Skrill account about 10 days ago so this documentation is no longer accessible. I wrote it to gold at least 10 times, they asked me for an email from Skrill confirming the closure of the account and I provided it. Now they still require me this..please rectify your review on them they are a mess -10

Ciao e grazie. Questa mattina mi hanno inviato l’ennesima mail assurda. Mi hanno richiesto nuovamente copia di una carta virtuale generata sul sito Skrill che ho utilizzato in alcuni casi per depositare sul loro sito. Il problema è che ho chiuso circa 10 giorni fa il mio conto su Skrill pertanto questa documentazione non è più accessibile. L’ho scritto all’oro almeno 10 volte, mi hanno chiesto una mail di Skrill che attestava la chiusura del conto e l’ho fornita. Ora mi richiedono ancora questo..prego di rettificare la vostra recensione su di loro sono un casino -10

Good day, Thank you for reaching out. Please note that we still did not receive the proof of ownership of the virtual card discussed here. The email from Skrill, that the client is referring to, does not include the card number. Therefore we kindly asked the client to reach out to Skrill once again to get the confirmation with the card number. In addition to the above, we kindly ask the client to clarify the discrepancy in the address, as we informed them via email. We hope the above clarifies the situation. We are awaiting a reply from the client. Please feel free to contact us if you have any questions. Sincerely,

Slotspalace

Hello. I have already repeated at least a dozen times that skrill in the provided writing specifies that since the account is closed it no longer has access to the card and as is well known virtual cards are generated automatically and only the user sees the numbers when he uses it.

by address I do not understand what you are referring to.

At this point it is very clear that you stay away from this mess and read the tweet well. Useless delays that even take you weeks to not validate your account and not to pay you.

!!! BEWARE OF THIS CASINO SCAM !! ⚠️⚠️⚠️⚠️⚠️

Ciao. Ho già ripetuto almeno una decina di volte che skrill nello scritto fornito specifica che essendo chiuso il conto non ha più accesso alla carta e come è ben noto le carte virtuali sono generate automaticamente e solo l’utilizzatore vede i numeri quando la utilizza.

per indirizzo non capisco a cosa vi riferite.

A questo punto è molto chiaro che da questo casino state lontani e leggete bene il tweet. Lungaggini inutili che vi impegnano addirittura settimane per non validarvi il conto e non pagarvi.

!!!ATTENTI A QUESTO CASINO TRUFFA!!⚠️⚠️⚠️⚠️⚠️

Dear Client,

Thank you for getting back to us. We kindly ask you to reach out to Skrill once again to get the confirmation with the card number and please share the transcript of the correspondence with us. As for the address, as we mentioned in the email, the address on your account is different from the document you provided. Therefore, we kindly asked you to clarify this. We hope the above explains the situation. We are awaiting a reply from the client. Please feel free to contact us if you have any questions.

Sincerely,

Slotspalace

you are proving that you are not trustworthy and you are constantly spending time doing the same rounds of mail over and over. Very incorrect makeup. I don't want to have a relationship with a casino like yours and I hope this tweet keeps a lot of patrons out.

⛔️ ⚠️ Don't join this casino. They do not pay the winnings !!!!

state Dimostrando che non siete affidabili e passate continuamente il tempo facendo sempre gli stessi giri di mail. Trucco molto poco corretto. Non voglio avere rapporti con un casino come il vostro e spero che questo tweet tenga alla larga molti avventori.

⛔️ ⚠️ Non iscrivetevi a questo casino. Non pagano le vincite!!!!

Dear Federico,

follow the Casino's instructions and reach out to Skrill once again to get the confirmation with the card number and share the transcript of the correspondence, please. Also, explain the misunderstanding with your address, please.

Thanks for your work but I repeat I don't have to clarify anything anymore.

I only ask you to downgrade the rating of this casino on your portal in the light of what has happened. For me they have closed and I hope they will close soon too.

Grazie per il tuo lavoro ma ripeto non devo chiarire più niente.

chiedo solo di declassare il Rating di questo casino sul vostro portale alla luce di quanto accaduto. Per me hanno chiuso e spero chiudano presto anche loro.

Dear Federico,

unfortunately, I can't downgrade their rating when the complaint is not closed. Only one situation can drag some points from rating down and it's an unresolved complaint.

If you'll not cooperate I'm afraid I'll be forced to reject your complaint.

Let me know if you wish to continue and cooperate with us.

Hello. The complaint goes on. I can't do more. I replied to their requests and sent documents. What can I do? What they ask for cannot be provided by skrill ...

Ciao. Il reclamo va avanti. Io di più non posso fare. Alle loro richieste ho risposto e mandato documenti. Cosa posso fare? Quello che chiedono non può essere fornito da skrill…

Contact skrill support and ask them for help if they can provide some confirmation that you are connected to a special card number. Also, explain the problem with the address, please.

Dear Federico,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.

The player can ask to reopen this complaint anytime.