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They are not fully verifying my account. They are asking for the card movement in pdf format for a specific period of time, and I have sent it several times exactly as requested. As a result, I can't make a withdrawal even though I have an active €500 since 12-04.

Δεν μου επικυρώνουν πλήρως το λογαριασμό,μου ζητάνε την κίνηση της κάρτας σε pdf για ένα συγκεκριμένο χρονικό διάστημα και το έχω στείλει αρκετές φορές ακριβώς όπως το ζητάνε,με αποτέλεσμα να μη μπορώ να κάνω ανάληψη έχω μια ενεργή 500€ από 12-04

Dear AAAHHHthomas,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with SlotsPalace Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you contacted customer support to explain to you in more detail why your bank statement can not be accepted?

Have you submitted your bank statement as an original, unmodified file with all your personal information clearly visible?

Do I understand correctly that all your other identity documents have been approved by the casino?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

That's right all the other documents have been approved and I have sent exactly what they ask for the card movement, exactly the time period they ask for in pdf from the card app, I have contacted customer service several times and they never explained why it is not approved either they gave me instructions on what could be wrong, also now they are asking for a different time frame than the original, which I sent that too, I am attaching the pictures to you too, thanks.

Πολύ σωστά όλα τα άλλα έγγραφα έχουν εγκριθεί και έχω στείλει ακριβώς ότι ζητάνε για την κίνηση της κάρτας, ακριβώς το χρονικό διάστημα που ζητούν σε pdf από το app της κάρτας, επικοινώνησα αρκετές φορές με την εξυπηρέτηση πελατών και δεν μου εξήγησαν ποτέ γιατί δεν εγκρίνεται ούτε μου έδωσαν οδηγίες για το τι μπορεί να είναι λάθος, επίσης τώρα ζητάνε άλλο χρονικό διάστημα από το αρχικό,το οποίο το έστειλα και αυτό, επισυνάπτω τις φωτογραφίες και σε εσάς, ευχαριστώ.

Thank you very much, AAAHHHthomas, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello AAAHHHthomas,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite SlotsPalace Casino to join the conversation.

Dear SlotsPalace Casino,

Can you please provide more details on why the player's payment method and transaction documents were not accepted? What other documents can the player provide to move on with the verification process?

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.

Dear all, 

Thank you for reaching out!

Please be informed that we are currently waiting on a valid proof of address document. Please note that we do not accept Cosmote documents, therefore we are kindly asking you to upload a utility bill or any other government document.

Thank you in advance.

Sincerely,

Slotspalace team

In the beginning you had accepted my landline phone bill which shows my address, I have a screenshot to prove it, now you asked me for another document and I have already sent a declaration from a government agency, I am waiting for my bill to be validated and my withdrawal, thank you .

Στην αρχή είχατε κάνει δεκτό τον λογαριασμό τηλεφώνου μου σταθερού που δείχνει την διεύθυνση μου,έχω και screenshot που το αποδεικνύει, τώρα μου ζητήσατε άλλο έγγραφο και έχω στείλει ήδη υπεύθυνη δήλωση από κυβερνητικό φορέα, περιμένω την επικύρωση του λογαριασμού μου και την ανάληψη μου, ευχαριστώ.

Dear all,

We would like to inform you that the customer's account has been verified successfully.

We hope this helps resolve the situation.

Thank you for your co-operation!

Best regards,

Slotspalace team

Thank you for your response, SlotsPalace Casino.

As the verification has finished successfully, when can the player expect the funds to hit their account?

Michal, thank you very much for the help, my identification and withdrawal have been done, thank you very much casino guru and slots palace for the cooperation.

Michal ευχαριστώ πάρα πολύ για την βοήθεια έχει γίνει η ταυτοποίηση και η ανάληψη μου, ευχαριστώ πολύ casino guru και slots palace για την συνεργασία.

Great news, AAAHHHthomas. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru