The player from Italy faced issues with withdrawing her winnings, as the casino required extensive documentation for verification, including a statement from a physical bank that she could not provide. Despite her attempts to submit a Revolut statement and other documents, the casino continued to request additional proof for her address, leading her to believe they were withholding her funds. The Complaints Team was unable to proceed with the investigation due to a lack of response from her, resulting in the closure of the complaint.
Slot Mafia Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: €50
Slot Mafia Casino
Safety Index:Above averageCase summary
Discussion
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6 months ago
Translation
They asked me for thousands of documents to verify my account and to withdraw money. I sent them everything, including my Revolut statement, which I used to pay the deposit. They told me they don't accept Revolut statements because it's an online bank, and they're asking me for a statement from another physical bank. But I don't have one... that's because they're asking for proof of my address. They're making a lot of fuss just to fraudulently keep my money. I can't send gas and electricity bills because I live with my parents and they're not in my name. They don't accept Revolut statements, but it seems to me that when I needed to deposit my money, they accepted Revolut! I want my money back.
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6 months ago
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.
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6 months ago
Dear DeliaSole,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Do I understand correctly that verifying your home address seems to be the only issue?
- Has the casino approved the rest of your documents?
I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Kristina
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6 months ago
TranslationI emailed Kristina and she hasn't responded. I repeat, I provided everything required for account verification. They also keep sending me emails to repeat the withdrawal because it was rejected due to system errors. The only thing missing is my residential address verification, but Revolut, the card I paid with, has my address specified in its account. Even if it's online, what does that mean? I can't enter an incorrect residential address in my online account! Just as they accepted my deposit with my Revolut, please also accept my withdrawal. Otherwise, these are just excuses and it's an obvious scam.
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5 months ago
Thank you for your reply, DeliaSole. I apologize for missing your email. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post screenshots here. Thank you in advance.
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5 months ago
Dear DeliaSole,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
