SlotLords Casino - Player's KYC verification is delayed.

Slotlord refuses to KYC me!

For more then a month now i'm trying to verify my account without success. I believe that this is happening because i have a 5000€ balance that i'm trying to withdraw, trying to make me play, lose it and this way the issue goes away.

• passport,liveness check and debit card have been accepted

• the bank statement that i've tried to upload many times has been rejected by their Sumsub system 

• the bank statement PDF format hasn't been modified or altered in any shape or form it's been the original file downloaded from my online banking app, having the same details as my casino profile

• a bank statement appears as a valid document accepted by the casino for proof of address 

• since i'm subletting i don't have any other document under my name for proof of address made this clear to my VIP manager and in the livechat
• had numerous emails back and forth with my VIP manager but i felt that the issue was never addressed properly, sometimes ignored and always been asked to submit my document via Sumsub the system that failed to recognize the document every single time.
• recently i thought that the issue will be finally resolved after the VIP assistant manager contacted me and i've sent the documents required for a manual check, haven't heard from he/her again, instead been contacted by the VIP manager the next day about what issues do i encounter with my verification process as if we didn't discuss it for 3 weeks. Complete ignorance.
• I can provide screenshots or emails if necessary
• I'm asking for assistance from a representative of Casino Guru in regards with this issue. Thank you.
• Regards Calin.
• 
  

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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.

• What exact reason or error message does Sumsub display when rejecting your bank statement?
• When did you send the documents for manual review, and did the casino acknowledge receiving them or give you an estimated review time?
• Could you please forward the relevant email exchange with your VIP managers, a screenshot of the rejection message, and the original bank statement PDF submitted for verification to veronika.f@casino.guru? Please include complaint ID 242011 in the subject line.

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