SlotsDJ Casino - Player's withdrawal is delayed due to KYC verification problems.

I would like to file a complaint against SlotsDJ Casino regarding ongoing issues with my KYC verification and inability to withdraw my funds.

Since mid-December 2025, I have been trying to successfully complete the verification process. I have submitted all possible documents I could find that confirm my address of residence, but all of them have been repeatedly rejected for inconsistent and often unreasonable reasons.

At first, the casino requested Ukrainian documents. I provided them as requested. After that, they suddenly changed their requirements and started requesting German documents instead.

Since then, I have submitted multiple valid documents, including bank statements, letters, and other proofs of address. However, each submission is rejected with different and contradictory reasons, such as:

My document was rejected because it was not in PDF format. I then used a scanner to convert my bank statement into PDF format.

After that, I was told that only an "official bank statement in PDF format" is accepted, even though my bank does not issue such documents in that exact format.

When I contacted support, they advised me to upload any official letter that shows my address. I followed this instruction and submitted such a document.

Then they rejected it again, claiming it must not be older than 90 days — even though the document I submitted is recent and clearly within that timeframe.

Overall, I have made every effort to comply with their requirements, but the rules keep changing, and the reasons for rejection are inconsistent and unreasonable.

At the moment, I have a balance of €515 on my account, which I am unable to withdraw due to these ongoing verification issues. It strongly appears that the casino is deliberately obstructing the verification process in order to avoid paying out my funds.

I am fully willing to cooperate and provide any legitimate documents required, but I need clear, consistent, and realistic instructions from the casino.

I kindly ask Casino Guru to intervene and assist in resolving this matter. I request that the casino either:

Clearly define and accept valid proof of address documents without constantly changing requirements, or

Complete my verification and allow me to withdraw my €515 without further delay.

Thank you for your assistance.

Important notice:

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Dear waterk1d,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been facing with the verification process.

From your description and the screenshots provided, it appears that your Proof of Address documents have been repeatedly rejected with varying reasons, while your Proof of Identity, phone, and email verification seem to be completed. We understand how frustrating this can be, especially when the requirements appear to change over time.

To better understand your situation and assess how we can assist you, could you please clarify the following:

• Which country are you currently residing in, and which country is registered on your casino account?
• Have you recently changed your country of residence (e.g., from Ukraine to Germany)?
• Were any of the submitted documents officially issued in your name, showing your full address exactly as registered in your casino account?
• Have the documents been issued within the last 90 days, as typically required?
• Did the casino clearly specify that only German-issued documents are acceptable, and if so, did they explain why?

From the screenshots, it also appears that the casino specifically requested a Proof of Address showing your current address in Germany. It will be important to clarify whether your account details match this requirement and whether the documents submitted align with their expectations.

If you have any relevant communication with the casino (emails, chat transcripts, or document rejection explanations), please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Dear Petronela,

Thank you for your response and for looking into my case.

I would like to clarify the situation:

I am currently living in Germany, and Germany is the country registered on my casino account.

I did previously use Ukrainian documents at the beginning of the verification process simply because I had them readily available at that time.

After the casino requested German documents, I fully complied and submitted valid German proof of address documents.

All the German documents I submitted:

Clearly show my full name and my current address in Germany

Are genuine and valid

Are issued within the last 90 days, as required

Despite this, my documents continue to be rejected for inconsistent and unreasonable reasons.

For example:

One document was rejected because it was not in PDF format — I then converted it properly using a scanner.

Then I was told that only an "official bank statement in PDF format" is acceptable, even though my bank does not provide such documents in that exact format.

I contacted support and followed their instructions to upload an official letter with my address — which I did.

That document was then rejected again, claiming it was older than 90 days, even though it is clearly recent and within the required timeframe.

It seems that every time I meet their requirements, new conditions or excuses appear. The reasons for rejection are contradictory and keep changing.

At this point, I strongly believe that the casino is deliberately delaying or obstructing the KYC process to avoid paying my balance of €515.

I want to emphasize that I am fully willing to cooperate and provide any legitimate documents required. However, I need clear, consistent, and fair instructions, which I am currently not receiving.

Please let me know if you need any additional information or documents from my side. I am also ready to provide all communication with the casino as evidence.

Thank you for your assistance.

Best regards,

Oleksandr

Dear waterk1d,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Hello waterk1d,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotsDJ Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia