Need for Slots Casino - Player's withdrawal is delayed due to account verification issues.

Hi, I'm asking for help. I'm having a problem with Need For Slots Casino.

I'm currently trying to withdraw funds from my player account. I've passed the verification process for proof of identity, proof of address, and proof of deposit, but I can't seem to get past cause staff's incompetence in documenting the funds, i.e., confirming the source of my income in the last 90 days.

Copying from the casino website, they ask for:

Pay stub, bank statement, proof of winnings, or other document confirming the source of your income in the last 90 days.

I sent them the pay stubs. First, they said they were fake, so I sent them the re-generated ones to be sure, and then they asked for my bank statement. I sent them these documents, and they said they were correct. I corresponded with them via email. They told me to upload these documents to my player account at the casino. And here's where the fun begins:

I can only upload one file at a time, and then the option to upload additional files closes, and I have three separate files = three statements from three months. When I uploaded one file, the verification process was obviously incomplete. I can't upload another file because they have an error on the website 'Resource File Exists', suggesting that the file already exists, when it definitely doesn't. When I contact a consultant via chat, they tell me to email support or promise that the issue has been forwarded to the appropriate department and that I should return to chat within 24 hours for a solution. When I return after that time, the consultants don't even review the chat history; they tell me I need to upload the documents. They open a new upload area for me in a different category, so I combine the three files into one, since I can't upload three. The response to this action is:

By email - The document you submitted has been modified and we cannot accept it. Please note that if you continue to submit modified documents that are not the originals, your account may be closed and all winnings will be confiscated.

On the casino website, the Source of Wealth must demonstrate the origin of the funds used to deposit at our casino, such as a payslip, proof of business ownership, property sale, inheritance payment, divorce settlement, etc. (for the last 3 months).

I've uploaded both payslips and bank statements, and accusing me of modifying the documents simply because I had to combine them into one file is absurd. Furthermore, I've now been threatened with account closure. These are two different statements for the same submitted file.

Please help me. I'm sending you all the files and print screens needed to initiate the action, confirming my argument.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward the email communication between you and the casino regarding the Source of Wealth verification, including the messages where they mentioned the documents were acceptable and later claimed they were modified? My email address is veronika.f@casino.guru.
• Have your bank statements been approved by the casino, or are they still being rejected?
• Which exact documents have you uploaded to your casino account as proof of source of funds?
• Did the casino provide any specific instructions regarding the required file format or whether multiple statements should be uploaded separately?

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

Veronika

Hi Veronika

It's already on your email, please check inbox.

All attempts to send account statements and payslips are still rejected by the casino.

I uploaded pay stubs straight from my accountant for three months, and to confirm they were deposited into my account, I also attached bank statements for the same period. Later, I also attached documents straight from my email inbox that I received from my accountant for bonuses for the same months. So, I sent them everything they requested.

They ask for quote 'Payslip, Bank statement, Proof of winning or other document showing a source of your income within the last 90 days' in PDF or JPG or PNG, no specific about sending this together or alone.

Thank you for your emails.

To continue with the investigation, could you please provide the Proof of Funds document that you most recently submitted to the casino and which has not yet been approved as part of the KYC process?

I appreciate your time and cooperation.

To you or here?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vertigoPL,

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,

Veronika