24slots Casino - Pelaajan kotiuttaminen viivästyy liiallisten asiakirjojen vuoksi.

Hello,

I would like to file a complaint against 24slots.

I verified my account by completing the KYC process. Both my address and proof of identity were approved (around 02/14/2025).

I made a deposit of $500.

After placing sports bets and playing roulette, I completed the rollover. I never used any bonuses.

Then, I requested my first withdrawal of $1,059.30.

I requested the withdrawal on 02/19/2025.

On 02/22/2025, I received an email requesting "proof of address."

They kept asking for more and more documents.

I have sent several bills, including:

-Electricity bill

-Phone bill

-Bank statement

-Another bank statement

All of them were initially rejected for incomprehensible reasons, claiming that they could be fake, had an incorrect format, or simply without providing any reason.

They also requested, and I correctly submitted:

-A photo holding my passport

Finally, on 03/04/2025, I received an email where it seemed like they were accepting the documents I had sent, but they requested:

"A notary verified copy of your identification document."

I am not willing to provide this, as it would be a significant cost for me, and I find it excessive.

After informing them of this—this was the last time I contacted them—they are not allowing me to withdraw my money.

Dear nisansalaGam,

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 take KYC lightly.

• Do I understand correctly the casino approved your 'proof of address' and bank statement documents eventually?
• Could you please share with me your communication with the casino regarding your verification? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello Tomas,

I believe my documentation has been approved since I sent both a photo holding my passport and various invoices.

The problem is that now they are asking for "a notary verified copy of your identification document." This represents a significant economic cost for me, and I find it abusive. I will not submit it.

I have sent you the communications I have had with the company via email.

Thank you for your work.

Thanks for your reply.

According to the exchange you sent, the casino's KYC team believes the documents you provided aren't 'originals'.

Could you please forward the most recent proof of address documents you submitted to the casino?

Could you please forward the most recent selfie you submitted to the casino?

Please forward it to my email at tomas@casino.guru I apologize for the inconvenience.

Hello, 

I believe these documents have already been correctly validated. 

The problem is that now they are also asking for: 

'A notary verified copy of your identification document.' 

But this document has a high cost for me. 

I can provide any other document that has no cost for me, but they don't want to 

accept it. 

This is an abusive treatment. 

I have sent you the selfie and the invoice by email. 

Regards.

Thank you very much, nisansalaGam, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear nisansalaGam,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 24slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 24slots Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi,

The delay in processing the withdrawal request mentioned is due to the Player's lack of cooperation with the KYC verification process. 

The procedure is not completed yet as some items are still missing. Once they are received, the withdrawal request can be revised.

Best regards,

24slots Casino 

As for me, there is no lack of cooperation; 

I have provided everything you have asked for at all times. 

The only problem is that now you are asking for: "A notary verified copy of your identification document." 

This document has a high economic cost for me in my country. 

Therefore, it is a way of preventing me from withdrawing my money. 

I have requested that you ask for any other proof that does not have an economic cost for me. 

Asking for a notarized document is completely abusive and makes me lose the money I have as a balance.

Greetings all.

Thank you for your cooperation.

Dear 24slots Casino,

Is there any other document that the player could provide, please?

Thank you.

Best regards,

Romi

Hello Romi,

The case of nisansalaGam was thoroughly reviewed by our Security Department, and violations of our security policies were identified - specifically, a breach of our Multi-Accounting Policy (including sports betting activity and other similarities). Please refer to our Terms and Conditions for further details.

During the KYC check, some of the documents provided by the player did not meet our verification criteria. As a result, an additional document was requested to confirm their identity. While the player initially refused to cooperate and/or provide the requested document, our system flagged the aforementioned violation.

Due to the above, the player's balance was reverted to the total deposited amount, which has already been returned to the player.

To support our position and resolve the case amicably, additional information has been shared with you via email.

Best regards,

24Slots Casino

I have cooperated and sent the requested documentation at all times.

They have taken away my benefits with false reasoning.

But at least I have been able to recover my deposited money.

Thank you, Casinoguru.

Greetings, all.

As per the information from the casino and the documents provided, we came to the conclusion that the player violated the casino's rules indeed, and this complaint will be closed now as unjustified.

Dear nisansalaGam,

Please always stick to the casino's terms and conditions when participating in online gaming. Otherwise it will be impossible for us to offer our service and help you out.

Thank you all for your cooperation.

Best regards,

Romi