GetSlots Casino - Player’s withdrawal is delayed due to verification issues.

Dear ageruptorild,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that you haven't provided the selfie yet?
• Could you please clarify when exactly you provided the last document(s)?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have uploaded maybe 3 selfies and they are all approved what they are saying now is this:

But i Have not used my bank to make a transaction to the casino - and i have already sent them a 3month bankstatment and they have approved this aswell. I have used cryptocurrency, and i have already sent them proof of deposit wich they have approved.

Thank you very much for your reply, ageruptorild. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thanks i have forwarded all communication - the biggest issue for the moment is that they want 3 months bank transactions, i have sent them this already and they have apporved - i dont have more banks.

Thank you very much, ageruptorild, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ageruptorild,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a GetSlots Casino representative to join this conversation and participate in resolving this complaint.

Dear GetSlots Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Hello!

To proceed with the verification process, we kindly request a bank statement in PDF format for the last three months, showing the account holder’s full name and account details. Additionally, please provide a recent selfie holding your valid identification document (ID), along with a handwritten note displaying the current date.

Please note that, in accordance with our Terms and Conditions, the Company reserves the right to carry out verification procedures upon a client’s first withdrawal and at any time thereafter.

We appreciate your cooperation and understanding.

Best regards,

GetSlots Casino

Dear ageruptorild,

Could you please follow the casino's instructions and let me know once you provide them with the documentation?

I'll be awaiting your reply.

I have sent them everything they asked for.

This is the 5th selfie and all others were approved

second 3 month bankstatment other were approved

I have sent them everything all is approved. But they are still canceling my withdrawal requests.

Dear GetSlots Casino,

Could you please state why the player's withdrawals get rejected?

I'll be awaiting your reply.

Dear ageruptorild,

We would like to inform you that your most recent withdrawal was successfully processed on our end on 2025-07-10 at 09:25:33 UTC.

You are welcome to withdraw the remaining balance from your account at your convenience.

If you have any additional questions, please don't hesitate to contact us.

Best regards,

GetSlots Casino

I have recived payment in full. I would like to thank casino.guru for thier efforts!

And for every casino-player choose another site!!

This was an awful experience.

Dont understand how you can treat you players this awful.

Dear ageruptorild,

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 https://www.trustpilot.com/evaluate/casino.guru. 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,

Stefan, Casino.Guru