The player from Germany faced difficulties in withdrawing money due to issues with uploading necessary documents and entering personal data for KYC verification. Despite attempting to resolve the situation and emailing his documents, he felt ignored by the casino, which led to concerns about the possible refusal of his payout. The issue was resolved after the casino provided a direct verification link, which he successfully used to complete the KYC process. Following this, his withdrawal request was processed, and the complaint was marked as resolved by the Complaints Team.
TheSlotz Casino - Player's withdrawal request is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €60
TheSlotz Casino
Safety Index:Fresh casinoCase summary
Discussion
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6 months ago
Translation
Hello, dear GURU team!
I have the following problem with the above-mentioned online casino:
I can't request withdrawals because I can't upload documents or enter/edit my data. I've tried all relevant options (cookies, browser), but nothing works.
The gender information cannot be selected/entered/activated, although it is necessary for activation for the KYC verification there, but the casino deliberately presents itself as "stupid" or not particularly helpful - in keeping with the motto: tough luck.
I therefore sent my documents for verification by email, but this was completely ignored.
To me, this indicates a possible refusal to pay out.
All extremely annoying and very irritating.
I therefore urgently request specialist assistance.
Thank you.
Kind regards
CG
Automatic translation:
Public
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6 months ago
Dear Mr. Boo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you, could you please provide us with some additional information?
- Have you received any response from the casino regarding your email submission of documents?
- Have you tried contacting customer support via chat or email and asking if they can edit the gender?
- How long have you been experiencing this problem?
- Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
If you have any relevant communication or documentation, feel free to forward it to [email protected].
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
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6 months ago
Dear CasinoGuru Team and Mr.Boo,
Thank you for bringing this matter to our attention.
We understand that the player has encountered difficulties completing the Know Your Customer (KYC) verification process. This appears to be an isolated case, which we are currently reviewing internally.
In the meantime, we have provided the player with a direct verification link via email. We kindly ask the player to click on the link and complete the verification process.
We apologize for any inconvenience caused and remain fully available should any further assistance be required.
Kind regards,
TheSlotz Team
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6 months ago
Translation
Good morning, Veronica.
Thank you for your kind reply.
- No, the "support" did NOT respond to my 2 emails with the verification documents.
- Gender still CANNOT be edited.
- This problem has existed from the beginning, i.e. already during the registration/login, which was carried out about 1 week ago.
- No, the location has not been changed.
I have learned from reliable sources that this problem is definitely NOT an isolated case in this dubious casino.
This casino is a complete disaster.
Of course, I have taken some screenshots, which can be presented at any time.
Thank you.
Kind regards
CG (aka Mr. Boo)
Automatic translation:
Public
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6 months ago
Dear TheSlotz Casino representative,
Thank you for getting in touch with us and assisting the player with the verification of your account.
Dear Mr.Boo,
Have you been able to complete the verification after clicking on the link provided by the casino?
Have you submitted a withdrawal request? If so, please specify the exact date and the amount you requested for withdrawal.
Public
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6 months ago
Dear Mr.Boo,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
