SlottoJAM Casino - El jugador tiene problemas para completar la verificación de la cuenta.

The casino sent me an email and said I could only withdraw the money when they checked my documents, I was told it could take up to 24 hours. However, 24 hours have passed, no one responds to me, either by email or live chat and I can't withdraw the money, the transaction is still pending.

O casino enviou-me um e-mail e disse que eu só poderia levantar o dinheiro quando verificasse os meus documentos, disseram-me que poderia demorar até 24 horas. No entanto, já passaram 24 horas, ninguém me responde, nem por e-mail nem por chat ao vivo e não consigo levantar o dinheiro, a transação continua pendente.

Dear jmsousaz,

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.

Therefore, I would recommend that you wait at least one more week. I will keep this complaint open and if there is no development, we will intervene. Please, keep us updated in the meantime.

Thank you in advance for your patience.

Best regards,

Kristina

The casino informed me that my documents had already been verified yesterday around this time and I was told again that the payment would be processed within 24 hours. They've already passed and nothing again.

O casino informou-me que os meus documentos já tinham sido verificados ontem por volta desta hora e disseram-me novamente que o pagamento ia ser processado em 24 horas. Já as passaram e nada outra vez.

I contacted the casino and they told me that my payment would be processed today by the end of the day. It's already 7:40 pm and still nothing. I contacted live chat and after several attempts, everyone leaves the chat

contactei o casino e disseram-me que o meu pagamento ia ser processado hoje até ao final do dia. já são 19h40 e ainda nada. contactei o live chat e após várias tentativas, toda a gente abandona o chat

update: they're asking me for a picture of a specific card that i made deposits, which i dont have because its a temporary one from my bank app

and they're refusing to complete my withdrawl, on top of that, i was speaking to an agent on the live chat and they closed it TWICE in the middle of the conversation. chat just went blank

I can't get my money and i need help as soon as possible

no meio disto tudo, nem aos e-mails me respondem

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it as you did before. Thank you in advance.

Dear jmsousaz,

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.

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

The player can reopen this complaint anytime.