Slot Mafia Casino - Player’s withdrawal is delayed and issue unresolved.

Hi, I won 400 euros and I've been trying to get my account verified so far. I've received an email saying my account is already verified. When I ask them what document they need, I get no response on chat or email. I've already sent all the possible documents, so I don't even have anything else to give. I'm trying to make a withdrawal, but they keep rejecting it without any reason. At least 7 times already. I don't know what their problem is. It seems to me that they don't want to pay, so I filed a complaint.

Dear Naomii,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

Dear Naomii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.