The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. After we contacted the casino, the player informed us that his account was finally verified and the winnings successfully paid out, therefore we closed the complaint as "resolved".
Gslot Casino - Player’s struggling to complete the account verification.
Amount: €4,250
Gslot Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I deposited €20 at gslot in early July. Won €4250. After I wanted to cash out the money, I was asked to verify myself. That worked quite well until the moment when they wanted a bank statement from the deposit on July 1st. Then they didn't have the time. I then went to my bank and had the statement printed out, including the time, date, full name, reference number, amount and stamp. And they keep telling me that it's not valid. I feel like I've uploaded the sh... excerpt 10 times now. But again and again it is said that the document is not sufficient.
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2 years ago
Dear Maecci,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that providing a bank statement showing your last deposit seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
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Yes, that's right. All other documents are verified except for said bank statement. I went to the bank and had the transfer printed out with the time, date, reference number, name and stamp
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2 years ago
Thank you very much, Maecci, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Maecci,
I've just reviewed your case and understand your concerns about the verification. I'll try to help you resolve the issue by contacting the casino. Can you please also send the relevant communication between you and Gslot alongside the document they refuse to verify to my email address natalia.b@casino.guru? It can be helpful for the investigation of your case.
Dear Gslot Casino, I'd like to invite you to join this conversation and take part in the resolution of the complaint. Can you please specify the reasons for not verifying the bank statement you received from the player?
Best regards,
Natalia
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2 years ago
Dear Maecci and CasinoGuru Team,
Thank you for providing us with a chance to shed light on the situation, as a customer satisfaction is our top priority.
We would like to inform you that the deposit confirmation from July 1, mentioned by the player, has already been approved by our financial department.
Apart from that, the player has been requested to upload a photo/screenshot of the Paysafecard payment system and the deposit confirmation from this payment method where all the required details are visible. After the necessary documents are uploaded and approved, the process of funds withdrawal will start.
Besides, we would like to highlight that the list of the required documents has been repeatedly provided to the player.
Maecci, we kindly ask you to upload the above-mentioned documents to your player account for a successful withdrawal.
Should you have any questions or difficulties with uploading the required documents, please do not hesitate to contact us via live chat or email. Our customer support team is always ready to assist you.
We believe that the situation has been clarified. In case any additional information is needed, we will be glad to assist!
Your understanding in this matter would be greatly appreciated!
Kind regards,
Gslot Casino team
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2 years ago
Dear Gslot Casino team, thank you very much for providing this information.
Dear Maecci, can you please check if your bank statement is already approved in your account? I'd also kindly ask you to make sure that you have the documents mentioned by the casino at your disposal (a photo/screenshot of the Paysafecard payment system and the deposit confirmation) and that you're able to upload them. Please, let us know if you have any further questions.
I'll set the timer for 7 days for you and hope to hear from you very soon!
Best regards,
Natalia
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2 years ago
Translation
Unfortunately, I still only have this account statement from paysafecard, unfortunately there is no name, I'm desperate.
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2 years ago
Dear Maecci, thank you for the information. Have you already re-uploaded the required documents? Have they been denied by the casino?
Dear Gslot Casino team, can you please specify if the player has already provided you with the screenshot of their Paysafecard and the deposit confirmation? Is there any data that's missing on them?
Best regards,
Natalia
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2 years ago
Translation
Hi. I was finally able to verify myself on my Paysafe account. My ID card was broken on a corner and I had to apply for a new one. It has finally come. And my Paysafe account finally verified. Unfortunately, I have to admit that the €39 went through my fiancé's Paysafe account at the time because I don't have access to my Paysafe account. But I don't think that's relevant, since the money I earned was won with the deposit from my bank account. From now on I can finally deposit at gslot via my Paysafe account. I could do that immediately so that gslot saved my correct data right away.
Kind regards. Andre M*****
Edited by a Casino Guru admin
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2 years ago
Dear CasinoGuru Team,
We are glad to assist you in clearing some moments regarding this situation.
We would like to inform you that we're still waiting documents from the player. As we mentioned previously, the player has been requested to upload a photo/screenshot of the Paysafecard payment system and the deposit confirmation from this payment method, where all the required details are visible.
Our support team have made their best effort to assist the player with the KYC procedure. Unfortunately, the player ignores our emails.
We hope that we have described this situation in all details. In case any additional information is needed, we will be glad to assist!
Your understanding in this matter would be greatly appreciated!
Kind regards,
Gslot Casino team
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2 years ago
Translation
Hello, I made a new deposit via paysafecard and sent them screenshots and confirmation emails directly, but the problem persists. Hey, please upload the documents because they are said to be insufficient. That's just sad and regrettable. Instead of just telling the truth, no, I'm still being accused here of ignoring emails....my friends believe me, I'd also be happy if you...simply...close it can.
I didn't send you countless photos and screenshots for no reason....
Extra new identity card applied for and and and.
But it doesn't seem to help at all.
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2 years ago
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I would suggest I get your address, then I can come to you from Germany in real time and in color and then we can talk again about who is not real and where.
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2 years ago
Dear Maecci, since the casino keeps saying that you've been ignoring their emails could you please send the screenshots/scans of the documents you sent to the casino as well as any related communication between you and the casino to my email address natalia.b@casino.guru as a proof?
I'm looking forward to hearing from you!
Kind regards,
Natalia
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2 years ago
Translation
Hi. The verification finally worked, thanks to your help. Thanks for that. Money has already been paid out. Thank you again for your help.
Kind regards. Andre M*****
Edited by a Casino Guru admin
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2 years ago
Dear Maecci, thank you very much for providing this information! I'm glad to hear that your issue got resolved!
Thank you for using our complaints resolution center, we appreciate your trust. I will now close your complaint as resolved in our system. I hope you won't come across any problems like this in the future, but always feel free to contact us in case of any troubles with online casinos. we are here to help you.
Best regards,
Natalia
