SlotsGem Casino - Player's withdrawal is delayed due to KYC issues.

KYI is not able to pass. I am attaching the screenshots/bank statement with the proof of deposit and ir is still rejected. My account login is [hidden by Casino.Guru]. I do not now what else I can price.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a crucial and essential process, during which the casino ensures 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. 

• Could you please advise which 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 received any explanation from the casino as to why your documents for proof of deposit were rejected?
• Were any other documents you provided already approved?

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, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Please find attached all documents. The time gap between Poland and their place is 2 hours.

How can I prove the time gap in bank when I am in Poland?

I made a mistake in the name od Casino. It is slotsgem.

I really do not know how to prove the time gap. They want me to prove that the payment was at 15:33 but even at these side it is 17:33(2 hours of time gap).crazy. They are simple scammers.

Thank you, MagdaD, I have just updated the correct casino for your complaint. Have you tried to explain to the casino support that Poland is in the CEST (UTC+2) timezone?

Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Sure… many times. The document is once accepted, once not. I really do not know how to proceed.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you. I presume that they are simple scammers. I really have never had such experience before. It’s better to avoid this site.

I do not know how to explain it to them really

Hello there,

Thank you MagdaD for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotsGem Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

I am really resigned…

I Think that Casino is not going to answer- there is a low chance. In that case what could be the next steps?

As I presumed nothing happened from Casino side. Here as well. Still my bank statement is insufficient, the confirmation of Being the owner of the card is irrelevant and so on. I am still not verified and my winning stolen by the Casino SLOTSGEM.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

What else can I do?🙁

I have tried to contact SlotsGem Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of SlotsGem Casino. We received the following message:

Hello, we're deeply sorry for this situation. We'll be forwarding it to our technical team and come up with an answer as soon as possible.

Hello, our technical team is stil investigating the issue to better support the user.

Hello,

After further investigation, we found out that the user cancelled all withdrawals and spent all their balance. There's currently no pending withdrawal, no balance, and the account is closed.

Thank you for the clarification SlotsGem Casino representative.

Dear MagdaD, can you confirm you have received the funds back to your account and used them up during gameplay? Thank you in advance for your confirmation!

No,i was waiting 8 months for reply. And when the casino forces me to wait so long, i closed my account so I do not have this balance. At the end of the day, after such long time,i underline that it was 8 months,it would be pretty fair są the compentation to receive this money…

Hello everyone, my name is Matej and I was about to take this complaint over from my colleague, Peter. However, seems like there is no need for further mediation.

I would like to thank the SlotsGem Casino for looking into this matter for us and cooperating in getting to the bottom of the issue.

Dear MagdaD, since you have confirmed spending the disputed amount before the mediation process was finished, there is nothing else I can do to help. The money were played legitimately, and asking the casino for restoring said balance is not possible.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.