All Star Slots Casino - Player’s winnings cancelled due to alleged missing data.

Hello, I created my account two days ago, won a no-deposit bonus, and sent in my data for verification. Today I received an email stating that I did not fulfill the terms and they cancelled my winnings citing missing data. They specifically mentioned a missing phone number, even though they themselves had called me two days ago to verify my number. Now they're claiming it hasn't been entered. Please help me.

Dear bolito244,

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.

Do I understand correctly that verifying the phone number seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes All my other requested documents I sent you, help me solve. We validate everything by chat, the moment they wrote me to call me must be saved there, I attach the number of the call.

Thank you very much, bolito244, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi bolito244,

I've reviewed your case and am sorry that you came across such a problem with the verification of your phone number. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear All Star Slots Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please share more details and explain if you called the player while stating that his mobile phone number has been missing?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

We would like to ask the 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’ which may negatively affect its rating.

Hi Bolito244,

In accordance with our prior communication directly with you, your winnings were invalidated because of incomplete address information on your account, not solely due to your phone number, thereby violating the following term:

12. The player is required to provide their complete, current and full personal details, including a phone number where they can be contacted. Incomplete, inaccurate or fraudulent information may result in the player’s account being closed and any bonuses and winnings being removed.

Regards,

All Star Slots Casino Rep

How am I going to enter an address 2 if it does not exist where I live, and address 2 is always optional, as you can see in the photo if I enter my main address.

Dear bolito244, were you informed that the problematic point is the missing Address Line 2? Can you please specify if your address contains the number of your house/flat? I cannot see it on the screenshot. I'd also like to ask you to send us the document that you provided the casino with as proof of address, you can send it to my email address natalia.b@casino.guru. Thank you.

My house only has one street, so I have not put line 2, also in all casinos it is optional to put line 2, in my case I do not have that address, I already sent it to your email.

Thank you, bolito244, I received your email.

Dear All Star Slots Casino, could you please specify what were the problems with the player's address? As I can see from the screenshot from the player's account, the data is filled in and matches the data from the document the player has sent to you as proof of address.

Hi Bolito244,

As our team communicated to you, we noticed that the address details you supplied were incomplete. Upon reviewing the documentation you submitted as proof of your address, it became evident that the address associated with your account was not fully provided.

Regards,

All Star Slots Casino Rep

So you want me to invent an address that I don't have, that's not how it should be, you casino guro should solve the case, it's unfair that they ask me for an address 2 since I don't have it where I live, this casino is not serious, they shouldn't have you with that qualification

Dear bolito244, could you please specify the way the address is defined in your city (country)? I can see from the screenshot that you have provided that you entered only the street name, city, and zip address in your casino account, but there's no house/flat number. The bank statement you sent has the same street, and city, that matches, but I cannot understand what data reflects the number of the house. This seems to be the problematic point here. And I wonder what are the reasons not to add this information to your casino account address details.

So I'd appreciate it if you could explain, maybe there are some other principles of house numeration in your hometown, which we don't know about.

Here in my city where I live, there is no numbering, that's fine, mark this as solved since you don't even do anything, much less the casino is going to do it, I'm not going to die for that money anyway. The casino finds its smallest error to eliminate the winnings, they have to be more serious, it can't be done like that, I have played in countless casinos and I have never had this type of problem.

Thank you for the response, bolito244.

Unfortunately, the data in your bank statement that you provided as proof of address doesn't fully match the address you entered into your casino account. We can see that there are some additional numbers and letters, but you didn't type them into your Address Line 1. This is normal practice, that the full address must be stated upon registration at any online casino, and in this case, the casino cannot verify your address since it's not full. Another thing is that these were winnings from a no-deposit bonus, so technically you didn't lose your own money, though I'm sorry that the overall experience seemed negative to you.

Based on what was mentioned above, we'll be forced to reject your complaint. For the future, I can only recommend you contact casino support before you register at any other online casinos to inform them about the situation with your address and check if this is acceptable to have no house number.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help. 

Regards,

Natalia