The player from Austria faced issues with a withdrawal due to problems in verifying his account documents. Despite sending the required documents to support via email as instructed, he continued to receive requests to upload them directly to his account, which he could not do. The issue was resolved when the player received his payout after the complaint was submitted, indicating that the casino addressed the situation following the intervention.
Slot Mafia Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €601
Slot Mafia Casino
Safety Index:Above averageCase summary
Discussion
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8 months ago
Translation
Hello,
I've been trying to withdraw 601 for five days. Unfortunately, I couldn't upload the required documents directly to my account because the feature wasn't working. As an alternative, I was advised to send them to support via email.
I sent the documents to support as instructed, but I keep getting a response telling me to upload them to my account. When I then point out in the chat that this isn't possible, I'm asked to wait for a response from support. However, support replies again with a request to upload them to my account.
I don't understand how my casino account cannot be verified even though you have already received my documents.
I urgently need help with this problem.
Thank you very much and kind regards.
Automatic translation:
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8 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and provide you with the assistance you need, could you please answer the following questions:
- Do you experience any error messages or pop-ups when you try to upload your documents via the account? Can you post a screenshot here?
- 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
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8 months ago
TranslationProblem with document submission Thank you for your feedback. I have already discussed the problem with the document upload in the chat. Screenshots were requested there and these were also provided in the chat. Attempts to upload the documents were unsuccessful using various methods: • Chrome browser: Error message during upload. • Samsung/Google: Taking a photo directly and attempting to upload also resulted in error messages. • PDF files: Converting to PDF and the subsequent upload attempt were also unsuccessful. • PC: Attempting to upload the documents via the PC also failed with error messages. Following instructions from the chat, I then sent the documents to the support team via email. After 72 hours, I received a request to upload my ID. I sent my driver's license again via email. 24 hours later, I was asked to upload all the documents to my account. This process has now dragged on for a week without success. The chat keeps referring to me being contacted via email. All required documents have already been sent to the support team via email: • Driver's license • Proof of address • Bank statement • Photo of bank details • Crypto deposit receipt
LG Mike
Automatic translation:
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8 months ago
Thank you very much for your reply. 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.
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8 months ago
TranslationThank you for your answer
Today the money was paid out I think they saw the complaint many thanks to the team thank you
Automatic translation:
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8 months ago
Hello,
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,
Kristina
Casino.Guru
