24Slots Casino - Player's withdrawal is delayed due to repeated KYC requests.

Hello,

I would like to file a complaint against the site 24slot.

I have had a betting account active since July 2024, and have had few wins compared to how much I have spent. Each time, there is the KYC process for my account, and I always provide all the required documentation.

I have noticed that when my winnings are less than what I have deposited, the process goes smoothly, but if the winnings are more, then problems begin. They keep asking me for documentation of a card with a final number that I honestly don't have. I've checked all my few credit/debit cards, but I don't have this card.

In my view, this is a way to avoid payment.

Since they have now asked for this card again for the second time, I have decided to make a complaint.

Dear Claudioro78,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you've experienced with the verification process at 24Slots.

To better understand the situation and assist you effectively, could you kindly provide the following additional information:

• Could you specify which documentation the casino has previously requested in relation to your account verification, and how you have responded to their requests?
• When the casino asks for a card with a final number, is this in reference to a payment method you’ve used to deposit or withdraw funds on their platform? If so, can you share more details about the transaction(s) you’ve made using that card?
• Have you received any direct communication from the casino explaining why they insist on this specific documentation and if they have provided any alternative ways for you to proceed with the verification process?
• Could you share the dates and details of the requests made by the casino, particularly the ones related to the card documentation, and any responses you’ve sent?

It’s crucial for us to have clear and detailed input from you in order to mediate the issue with the casino effectively. Without your cooperation, we won’t be able to proceed with investigating or resolving your complaint. If you have any relevant communication, such as emails or screenshots, please feel free to forward them to petronela.k@casino.guru, and we can proceed from there.

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,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

This is to inform you that the issue has been resolved with the casino, therefore the complaint can be withdrawn.

thanks for the support

Dear Claudioro78,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru