1xSlots Casino - Long verification process.

So, I made a bitcoin deposit into the wallet they provided me upon registration. It credited and they immediately restricted me from playing any games and demanded docs. After 2 photo id's and a passport over a month, they keep asking for more documents!!! They cannot be serious and they said I could withdraw once but after being rejecteed again they said oops, we lied. Like, wtf?
 

Dear Chase,

Thank you for submitting your complaint. I am sorry to hear about your troubles. Could you please send me the evidence stating that the casino accepted your deposit? Also, could you please forward to me the email or chat transcript of your previous communication with the casino, especially about why they rejected your withdrawal? Thanks in advance for your reply.

Best regards, 

Satrio.

Dear Chase,

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.

Regards & happy holidays

above is a screengrab from today. I can still login to the acount, just can't play or move bitcoin out. It shows my deposit as well as current balance.

Dear Chase,

I have contacted the casino representative about this issue and hopefully, they will get back to us soon.

Regards,

We would like to ask the 1xSlots 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’.

Hi there, 

Sorry for a such delayed reply. Seems we haven`t received any notification. 

We had a look at your account, according to our records we kindly asked you to provide us with your ID photo as our Security Department has several questions regarding your account.  Based on our Terms and Conditions point 4.4: Should the Security Service have any concerns about your identity or the accuracy of the personal details provided (address, credit or debit card, or other details), it is entitled to request any documents to verify your identity and location, and/or to hold a video identity verification conference. 

More than that the last reply after you`ve sent several photos was:  The photos which you provided are compressed. Please, send the photo using the full version of the website of your e-mail service. Make sure that the size of each attached file is more than 1 MB.

We kindly ask you to follow it and do not use any graphic editors.

BR,

1xSlots Team

Hi Chase,

Could you please confirm if you finally verified your account, so I can possibly close this complaint?

Regards,

Dear Chase,

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.

I’ve sent numerous documents fitting the guidelines described and they always find a new reason for rejection 

Good day, Chase,

Sorry for that, but the answer that I have got is that you are sending driver license, and we only accept National ID card as valid identity document. I know that in USA and Canada things can be different and driver license is still considered as valid ID, but we need a proper identity document. Please provide it to security department.

I've I've sent numerous copies of my DL AND PASSPORT AND WAS TOLD ONCE I WAS VERIFIED AND COULD WITHDRAW, THEN U MADE MORE EXCUSES ABOUT THE FILE SIZE. 

Dear 1xSlots team,

Any updates on this case? Thanks

Good day, Chase, unfortunately, we cannot help you with the verification process since it is security matter, you should follow the conditions that were provided by Security officer and send every document in the right format. Please note that all the documents that required are standartized and serve as ID proof.

Dear Chase,
Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will reject this complaint and your complaint will be closed accordingly.
Thank you for your cooperation.

What is resolved about it?? 

Hi Chase,

Thanks for the reply. Most casinos require a valid ID card in their verification process and it is mandatory, sometimes also a driving license which this usually becomes optional. This thorough process of verifying the identity of the player designed to prevent fraudulent activity and to send the money to the wrong person. None of the serious and licensed casinos take KYC (know your customer) procedures lightly.

I am sorry I could not help you more in this case, just to advise you to provide a valid ID card what the casino requires and if you failed to provide the relevant document, we do not have any option than to reject this complaint.

Regards,