HomeComplaintsCosmicSlot Casino - Player’s struggling to verify his account.

CosmicSlot Casino - Player’s struggling to verify his account.

Amount: €575

CosmicSlot Casino
Safety Index:High
Submitted: 28 Jan 2021 | Case closed : 15 Feb 2021
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany is struggling to complete the KYC. The casino required a selfie with a document and the website opened in the background, but selfies provided by the player haven’t been accepted. We rejected the complaint because the player didn't respond to our messages and questions.

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3 years ago
Translation

Hi there,


I requested a payout of 575 via ecopayz (after I had deposited 1190 euros by the way). In addition to the usual documents (ID card, ecopayz account screenshot), the casino now asked for a selfie, on which I hold my ID card in my hand and the cosmicslot website can be seen in the background. Of course, either my face, my ID, or the website in the background was out of focus. I have already sent 8 pictures there, none of which were accepted because of "poor quality". It is just not possible to get the picture so that everything is in focus. I registered there via a link on your website and would be grateful if you could do something about it.


With best regards


John

Automatic translation:
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3 years ago

Dear Johannes,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Is providing this selfie the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?

Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago

Dear Johannes,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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3 years ago

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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