258slots Casino - Player's withdrawal is delayed due to verification issues.

24Slots Casino – Verification taking too long and withdrawal pending

Hello,

I am having a problem with the verification process at 24Slots Casino and I would like to ask for help.

I requested a withdrawal and submitted the documents required for verification. I have been waiting since last Thursday for my account to be verified.

The verification system on the casino website does not work properly for me. When I try to complete the verification through the website, it does not proceed, so I contacted the casino by email.

Yesterday, I received a response saying that some of my documents had been rejected because I had submitted an expired ID document for the address verification. I understand that this document could not be accepted, so today I submitted the correct/current documents again.

The only issue is the proof of address. They are asking for a utility/service bill in my name, but I currently do not have a utility bill with sufficient age in my name. I have explained this and I am willing to provide an alternative document to prove my residence, but I need them to tell me what alternative documents they will accept.

The problem is that the casino is only replying to my emails approximately once every 24 hours, which is making the verification process unnecessarily slow. I have also explained that I am willing to cooperate fully with the KYC process and provide any reasonable alternative documentation required.

I am not refusing verification. I simply want my documents to be reviewed by the KYC department and to be given a reasonable alternative for the proof-of-address requirement that I cannot currently meet with a utility bill.

I would appreciate Casino Guru's assistance in contacting the casino and asking them to review my case and complete my verification as soon as possible, or clearly explain what alternative proof of residence they will accept.

I can provide screenshots of my withdrawal, emails with the casino, and the documents I submitted if necessary.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear octapol,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• What specific documents did you submit for verification, and which ones were rejected?
• Can you specify the alternative documents that you are willing to submit for proof of address?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Estimada karla, gracias por responder ya mi cuenta fue verificada correctamente luego de más de 1 semana de presentar los documentos correctos. Ya solicite mi retiro pero esta pendiente de aprobación.solicite el retiro atraves de crypto y les solicite al casino 24 slots que me brinden el tdix de la transferencia ya que no figura en la transacción del casino. Cosa que no me han brindado todavía y no recibo respuesta. Si me pudieran ayudar con este inconveniente les agradecería. Ya que tuve que presionar demasiado para que se haga mi verificación de la cuenta y no quisiera tener que volver a repetir lo mismo para que me llegue mi retiro. Desde ya muchas gracias por la ayuda

hola buenas tardes pido nuevamente su ayuda. El casino me informo por via email que mi verificacion ya estaba correctamente completada. realice la solicitud de retiro de mi dinero $50 , estuve esperando una semana y me la rechazaron supuestamente me pidieron por email que deposite al menos $10 y lo juege x5 para poder retirar mi dinero , cosa que antes nunca se me informo , al contactarme con soporte en su pagina en su casino me infroman otra cosa me dicen que tengo que depositar minimo $25 para poder retirar y que mi cuenta figura como no verificada cuando me informaron via email que si estaba verificada completamente. por favor les pido ayuda para poder retirar mi dinero ya que no me estan dejando retirarlo con motivos confusos y contradictorios de parte de todo su equipo. si necesitan les puedo enviar todas las capturas que tengo de las conversaciones sus respuestas emails y de soporte de 24 slots. Muchas gracias y porfavor ayuda

Dear octapol,

Thank you for the update and for clarifying the current situation.

Please note that casinos may require deposited funds to be wagered before they can be withdrawn. This is a standard AML (Anti-Money Laundering) measure intended to prevent casino accounts from being used simply to deposit and immediately withdraw funds without genuine gameplay. Therefore, a wagering requirement on the original deposit does not necessarily indicate unfair conduct by the casino.

To better understand whether the requirement applied in your case is reasonable, could you please clarify how much you originally deposited into your casino account before accumulating the $50 you are now trying to withdraw?

Thank you very much for your cooperation.

Karla M.

Hola, no este no es el caso mio, yo gane 100fs en 24slots al terminar los fs complete correctamente el wager y lo libere en dinero real, ahi quise hacer mi retiro de dinero y me informan una vez rechazado mi retiro que necesito depositar 10 usd y apostarlos x5 para poder retirar el dinero por via email, el problema que esto se me informo cuando solicite el retiro no antes y tambien cuando consulte a soporte online desde la pagina de 24 slots me dijieron que eran 25 usd lo que se contradice con lo que me notificaron via email, por eso necesito ayuda para poder retirar mi dinero y que me lo aprueben ya que de mi parte lo gane legitimamente sin la informacion esta que me dicen ellos que me la dieron luego cuando quise retirar el dinero no antes de eso, gracias por la ayuda

asi mismo desde el soporte del casino me enviaron un email de una agente vip del casino para que resuelva mi problema ya que ellos consideran que debe ser resuelto por alguien de un rango mas alto del casino a la cual le escribi y nunca recibi una respuesta de su parte les adjunto el email que le envie y la direccion de la manager del casino . porfavor ayudenme ya que hace mas de dos semanas que intento hacer mi retiro y no me dejan y no me dan respuesta alguna . gracias

Dear octapol,

Thank you for the clarification.

Before we proceed, I would like to clarify the disputed amount. Your complaint currently lists the amount as 50 Albanian Lek (ALL), while in your messages you refer to a $50 withdrawal.

Could you please confirm whether the amount you are trying to withdraw is 50 ALL or 50 USD and provide a screenshot of your casino account showing your current balance and account currency?

Additionally, please forward the following communication from the casino to karla.m@casino.guru:

• The confirmation that your account was successfully verified.
• The casino's email stating that you must deposit $10 and wager it 5x before withdrawing.
• The communication in which you were told that the required minimum deposit is $25.

If you still have the original offer or Terms and Conditions for the 100 Free Spins promotion, please provide those as well.

Thank you very much for your cooperation.

Karla M.

hola karina el monto es de $50 usd pero no lo puse aca ya que no encontre la moneda usd en las opciones de eleccion de moneda te envie toda la informacion a tu email muchas gracias

Dear octapol,

Thank you for providing the requested evidence.

Based on the information available, it appears that the $50 balance originated entirely from Free Spins and that you have not yet made a deposit at the casino.

The casino has informed you that, before the withdrawal of these winnings can be processed, you are required to make a minimum deposit of $10 and wager the deposited amount 5 times.

At this stage, we recommend following the casino's instructions and completing the required deposit and wagering requirement. Please note that the wagering requirement applies to the deposited amount, not to the $50 winnings.

Once you have completed these requirements, please request the withdrawal again. If the casino still refuses or delays the withdrawal after you have fulfilled the stated conditions, please let us know and we will investigate the matter further.

Thank you for your cooperation.

Best regards,

Karla M.