The player from Germany faced difficulties withdrawing his winnings from Slotmagie as the casino repeatedly requested documents related to his unused PayPal account, despite him having only deposited via his Volksbank account. He had already submitted the required documents multiple times, yet the requests continued. The complaint was closed due to the player's lack of response to further inquiries and reminders from the Complaints Team. The investigation could not proceed or solutions be provided without the player's cooperation. The player retained the option to reopen the complaint by resuming communication.
SlotMagie Casino - Player’s withdrawal is delayed due to documentation issues.
Closed
Our verdict
Player stopped responding
Amount: €2,800
SlotMagie Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Hello, I won at Slotmagie. My deposits were made from my personal account at Volksbank. Now the casino is requesting documents relating to my PayPal account, even though I've never deposited via PayPal. I also have no other activity on my PayPal account because I've never used it. Despite this, I submitted all the required documents, and they are requesting the same documents again, even though they've already received them. A few days ago, I also won, and the €200 was transferred to my Volksbank bank account without any problems.
Automatic translation:
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3 weeks 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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3 weeks ago
Dear Krys400,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To clarify your issue:
- Could you please let me know which specific 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?
- Have you had any previous requests for documentation related to your wins or deposits?
- Are there any other payment methods you have used for deposits other than your Volksbank account?
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
Petra
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2 weeks ago
Dear Krys400,
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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1 week 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,
Petra
Casino.Guru
