The player from Brazil encountered issues with casino verification, as the automatic process failed to open. He reached out to customer support and emailed the verification department but did not receive a response. He filed a public complaint to initiate a 14-day countdown for his situation. We asked for clarification about the required documents and the error on the verification page, but he later confirmed that no error message appeared and that withdrawals were blocked until verification was completed. His withdrawal was then shown as pending, his bank information was sent, and his VIP manager advised that the winnings were being processed within 3 to 5 business days. The complaint was resolved after he confirmed the payout was in progress and marked the case as resolved.
258slots Casino - Player faces delayed verification process.
Case closed
Amount: 1,100 R$
258slots Casino
Safety Index 2.4 Very lowCase summary
Translation
Hello, I've never made a withdrawal from this casino. I tried to do the automatic verification, but the screen didn't open. I contacted customer support via chat, and they gave me the email address for the verification department. I sent an email but haven't received a reply yet. I don't know how long the verification and withdrawal process takes at this casino, I’m filing a public complaint to start the 14-day countdown.
Important notice:
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Hello,
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 casinos cannot physically verify their players’ identities and documents, this is the only way they can complete the verification procedure. This process might take a few working days.
- Could you please specify which documents you emailed to the verification department, when you sent them, and whether you submitted all the required documents in the correct format?
- What exactly happens when you select "Verify ID"? If an error message appears, please upload a screenshot showing it.
- Do I understand correctly that you have not submitted a withdrawal request yet?
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,
Kristina
TranslationHello, Kristina
Could you please specify which documents you emailed to the verification department, when you sent them, and whether all the required documents were in the correct format?
They still haven’t told me which documents they need, so I emailed them asking for instructions on which documents to send.
What exactly happens when you select "Verify ID"? If an error message appears, please send a screenshot showing it.
No error appears; the page doesn’t open. I’ve already sent the screenshot above.
Am I correct in understanding that you haven’t submitted a withdrawal request yet?
Withdrawals are blocked without verification.
TranslationI was able to complete the withdrawal; it's showing as pending.
TranslationI've already sent my bank information, but they haven't verified my account yet.
TranslationMy VIP manager told me that my withdrawal is being processed and that it will take 3 to 5 business days; I'm waiting.
TranslationThis casino paid me today on the fourth business day. I had a bad impression of the casino because of its low rating on Casinoguru, but I think they deserve a better rating. This was my first withdrawal from this casino, and I received my funds. Thank you, Kristina, for your help in marking my complaint as resolved.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ericleo,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
