Amigo Slots Casino - Player is struggling to complete the account verification.

Hello.

I recently tried to withdraw the funds from my account they said they required more information due to my account not been verified. I have sent them everything they have requested and answered any questions that they might have had. They have now stopped replying to my emails but have managed to limit what I can see on my account. They said that my bank statements which I used to get a mortgage were not applicable and not correct and even had to send a photo of my ID with me in the photo. I believe that they do not have anymore things to request and have now gone quiet on me. I need help on what to do next before they completely delete the account which I fear will be the next step.

thank you

Dear jbarber1889,

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 payment method 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

Hello yes I understand that it is an important process. However I have sent multiple forms of identification, multiple proof of addresses and have sent things that should not have no baring on anything in my option such as screen shot of cards in my Apple Pay that aren’t even linked to the account that they requested. I have sent them everything they required and more and now it has all gone quiet and they are not even letting me getting into the ‘cashier’ part of the account.

I can confirm that proof of mobile payment is the only thing in my way of verifying the account. The issues is my name is not on the phone bill for my phone it is my mothers as it has been when the contract started when I was 15 ten years ago. This has all he explained to them and Then they wanted information from her which all has been sent. They have everything they need.

thank you for getting back to me so quick

James

Thank you very much, jbarber1889, for providing all the necessary information. My apology for the delayed response. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear jbarber1889,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Amigo Slots Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello thank you for your assistance the Casino has now verified my account and funds have been successfully withdraw into my account.

thank you

James

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.

Dear jbarber1889,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan