The player from Ireland had a verified account but faced issues with the verification process, as his selfie submission and screenshots of his wallet were declined. He communicated with support, but they only provided generic responses asking him to upload again, despite his compliance. We extended the response time to allow the player to provide further information, but due to a lack of response from him, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
Slotoro Casino - Player’s verification is delayed.
Closed
Our verdict
Player stopped responding
Amount: €270
Slotoro Casino
Safety Index 9.8 Very highCase summary
Discussion
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1 month ago
Account says verified. They then requested a selfie with my wallet address. I sent one with it written on a piece of paper, as you can see. Declined.
I sent in the screenshots of the wallet open on my phone. You can see declined.
When I try contacting the support (They are russian). They just copy and paste telling me to upload.
You can see everything is clear and I have done as they asked.
Help?
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1 month 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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1 month ago
Hello,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Have you provided all the required documents as soon as possible and in the correct format? Could you please advise whether the selfie with the wallet address is the last step of the verification procedure?
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,
Attila
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1 month ago
Dear mattocutto,
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 month 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,
Attila
Casino.Guru
