Gslot Casino - Player's struggling to pass the KYC.

Hello

I signed up with Gslot Casino and made a deposit of $30 CAD and received a bonus of $30 plus 50 free spins. I played a long time and it was clear that I could remove all of my winnings and they are not disputing that. They as for ID so I sent my drivers License and for address ID I sent my recent Hydro Bill. Then they want proof of my deposit that shows my name the date and time and amount. I made the deposit throught interac transfer to Gigadat On April 9,2022

I asked my bank Simpli how to get this information and was told I can send a screen shot of the deposit but they won't accept that as it doesn't have my full name on it. I have never been asked for this by any other Casino but they are insistant I give them information I cannot obtain. I thank you for any assistance you can provide.

Thank you

Janet S***

Dear Janet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. Each casino is unique and requires different documents from players, but mostly they don't require something, that is impossible to provide.

Do I understand correctly that providing the proof of deposit seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?

Would you be so kind as to forward me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I will send you everything I have and hopefully this can finally be resolved.

Sorry I forgot to answer you question about the approval. Yes the only thing outstanding is the deposit information. I have the screen shot but it doesn't show my name

Thank you very much Janet for your reply. I will now transfer your complaint to my colleague Tomas (tomas@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 soon.

Hello Janet,

I will assist you with your complaint from now on. I apologize for not replying sooner. The casino representatives of Gslot Casino contacted us already. I believe with a few simple steps you will be able to fulfill the casino's requirements.

Janet I would like to ask you to forward me the communication from the casino so I can better help you with their request. Please send it to my email address at tomas@casino.guru Much appreciated!

Hi

I thought I already sent the info to Kristina but I can forward it to you. Can I get an email address please as I aon't know how to send it here.

Hi Tomas

I just spoke with my bank ( Simplii) and they are going to send me an email with the date time amount of my interac transfer that will have my name on the email so they can see it was sent from my email address. It will take a day or two and I will forward it to you right away.

Thank you

Janet S****

Hello Janet,

I believe I received something from Kristina so there is no more need for that, but more importantly, the document you'll get from the bank will probably be what the casino is waiting for. Kindly submit the document to the casino and let's wait and see what their response will be.

Ok I will let you know what happens

I sent Gslot Casino the letter from my bank which has the transfer amount, date and my name on it as well as my bank phone number etc. They are still refusing to allow my withdrawl. They are just imposible to deal with and I will be sure to let others know and never deal with them again. No other Casino asks for what they do. They just don't want to payout.

Thanks for the update Janet,

I would like to invite the casino representative into the discussion in order to help us resolve the verification issue.

Gslot Casino, could you explain why the document Janet sent was not accepted? Is there information missing or other reasons? Please advise as to what steps should be taken for Janet to be verified successfully. Much appreciated!

Dear CasinoGuru Team,

We take customer satisfaction seriously and are glad to shed light on the situation.

We would like to let you know that the player has been asked to upload a confirmation of deposit in the amount of 30 CAD made on April 09, 2022 at 00:18:24 with the amount, date, time and player's name visible. The photos player has uploaded could not be accepted, as they are not congruent with the above-mentioned requirements, so cashout was declined. 

After that, player made new deposit on April 12, 2022 at 01:38:21 in amount of 30 CAD and requested a new withdrawal. It was declined, and we asked the player to upload a confirmation of new deposit in the amount of 30 CAD made on April 12, 2022 at 01:38:21 with the amount, date, time and player's name visible. Unfortunately, player hasn't uploaded this document too. 

Janet, we kindly recommend you to contact your bank in order to receive the relevant document. As soon as you receive any update from your bank, please, don't hesitate to share it with us, and our support team will be more than happy to help you!

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

You asked me for the April 8 deposit which I sent to you then I am told its April 11 you require. I absolutely did upload both documents of April 8 and April 11and I have done my due dilegence however you come up with a different excuse for not allowing the withdrawl. I assume the dates are different on your end because of a time difference. I deposited April 8 and April 11. Please check again and you will see both documents from my banking institute.I downloaded both documents again a few minutes ago.

If this wasn't my money do you really think I would waste this much time and energy. Not a good experience and there are many online Casinos to choose from. I find it hard to believe that you take customer satisfaction seriously. Certainly not in my case.

This is exactly what Gslot Casino is doing to me. I send what they want and then they add something else. I was asked for proof of etransfer for one date now its two dates.

The casino, for no reason, delays withdrawals (for weeks or even months). The casino endlessly repeats verification of the player's identity to stall.

Hello all,

GSlot Casino, Could you please comment on the validity of the document from Janet's bank she provided you recently based on your first request?

Is it absolutely necessary for Janet to request another document from the bank each time a new deposit is made, provided the first document she provided is adequate?

Account verification Gslot Casino

Inbox

Customer Service

9:35 AM (1 hour ago)

to me

Images are not displayed. Display images below - Always display images from support@gslot.com

Dear Janet,

We are contacting you regarding your previous account verification request.

Since there is no time on the provided deposit confirmation, and the date does not match, we kindly ask you to upload the following document to "My Account"> "Profile"> "Verification" to verify your account:

- a screenshot from the "Account summary" page with the account holder name visible.

Thank you for understanding!

Looking forward to hearing from you.

Regards,

Gslot casino team

Janet S**** <j*****6@gmail.com>

10:26 AM (32 minutes ago)

to Customer

Please put this on Casino Guru and I will reply there 

Dear CasinoGuru Team,

We are glad to assist you in clearing some moments regarding this situation.

First of all, we must mention that the player has been asked to upload confirmation of deposit in the amount of 30 CAD made on April 09, 2022 00:18:24 and confirmation of new deposit in the amount of 30 CAD made on April 12, 2022 at 01:38:21 with the amount, date, time and player's name visible.

Please, note that there is no time indicated in documents provided by the player and dates are different. As the player cannot provide us with documents congruent with the above-mentioned requirements, we requested an additional document:

- Screenshot from the "Account summary" page with the account holder name visible. 

It was made in order to help the player pass verification and to be sure that the player is the account owner of the bank account from which deposits were made. 

Our support team have made their best effort to assist the player with the KYC procedure. We anticipate that the player's mind will change for the better once she manages to complete the verification process.

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

More B.S. I did send the docments they requested as I have said over and over again. They complained that the dates are different, well of course they are due to different time zones.

Its just palin ignorance on their part. Customer service at its all time worst.

So even if they get the time on the letter from my bank they will argue that its not the same time and therefore they can't accept it.

The fact is the letter is from my bank and includes my name and date and amount of deposit now they want the time and a screen shot.

I am obviously the owner of the account as it states on the letter from my bank so they are just refusing to give me my money that I won . Why would anyone want to risk losing there money and winnings at a Casino like Gslots? Customer service is by far the worst ever.

If you think I will change my attitude towards your rip off Casino I can assure you that won't happen.

Please contact Simpli Financial and get the info as I am not going to be continuously harassed for what is rightfully mine. I f this isn't resolved now I am definately going to seek legal advice and file a complaint against Gslot Casino and the employees who are harassing me.. I will no longer allow you to harrass me and put demands on me that are totally irrevelent to my collecting my winnings. I have never had an issue like this and have been given my pay outs by simply providing my id no banking info at all.

Tesla

4:20 PM (25 minutes ago)

to me

Dear Janet,

Anyway, as quick you upload screenshot from the "Account summary" page with the account holder name visible, so we will be able to verify your account.

Thank you for understanding!

In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.

Regards,

Gslot casino team

Tesla (support@gslot.com)

Oh so now you have a different request. The requests are constantly changing. What will your next request and the request after that be? You have plenty of proof of my id and a letter from my bank with all the information on it. I will pass this on to my attorney and to the corporation that holds your license. Now everyone has a clear picture of the constant request that are forever changing.

Send

You are asking for something you have already received. The document from my banking institue give you these details please read it again. Banks don't give out false information here in Canada. Today we will file a formal complaint with the Malta Gaming Authority MGA/B2C/394/2017

I notice most of the complaints about Gslot Casino are the same issue I am dealing with. Perhaps its time to step up to the plate and do whats right before you lose many more customers.

We will send the email to the MGA if you haven't released my money by the end of the day (my Time).

I have been forced to file a complaint with MGA which I submitted today. I will not send you my private banking information nor should you be allowed to ask for it. We have privacy laws here in Canada you cannot ask for a screen shot. If you would rather risk your already poor ratings becoming much worse and have an investigation on your business practices so be it.

Yet again they are complaining that my deposit date doesn't match theirs. I have told them over and over again we live in different countries and there is a time difference which should explain the date difference by one day. They just can't seem to grasp this reasoning and I am frankly tired of repeating my self over and over again. It is blatently obvious this is a tactic they will continue to use. So beware when dealing with Gslot as they are intentionally using one excuse after another.

to avoid paying out and are unprofessional. I have asked them time and time again why the two bank letters I downloaded them are not proof enough of my two deposits but they will not answer that question. They just keep saying they need a screen shot of my banking details with the time showing. Our times will be different becasue we live in different countries. Then they will complain about the time difference. So I guess they don't pay anyone who lives in a different country.

I am only trying to withdraw $300 CAD. One can only imagine if you had a big win what they would demand. Just unbelieveable.

Hello Janet,

I understand this is beyond frustrating for you. Please, understand the casino has certain standards for providing verification documents because of regulations and other rules they need to abide by. I encourage you to stay patient. I believe you will be able to verify your account soon and by extension, your withdrawal will be processed.

I apologize I haven't replied to you sooner. First, let's clear any misunderstandings between the casino and you - I will do my best to help you.

If it doesn't inconvenience you, could you please tell us whether you will be able to provide the casino with original letters from your bank in pdf format regarding the deposits? As far as I am aware the current provided pdfs are photocopies, while the casino is asking for the original versions.

Gslot Casino,

could you please summarize what is expected from Janet at this stage of the verification process? Do you require any supplementary documents, other than those that were already provided?

As far as I am concerned the discrepancies between the date of payment could be caused by completely legitimate factors, such as different timezone.

Please, let us know what are your objections to the documentation provided and advise on steps that should be taken in order for the situation to resolve. Much appreciated!

Hello Thomas

Well to be honest they change from day to day as to what they claim to require. They are not consistent at all and no matter what I have given then it is never good enough or they want something else.

I not only sent them the letters from my bank but also forwarded them two emails for both dates they asked for from Interac which included the time, date and was addressed to me so my name is on it and the amount. They also don't want the letters I downloaded from my bank which are 100% legitimate and I sent it the only way I could. I saved it and then uploaded it to their site

I cannot give them a screen shot showing the time and my name on it and I believe this is one of their excuses for not allowing me to withdraw my money.

My bank and Interac would not give out false information and between the them they have more than enough proof. They are simply refusing to pay me my money and in doing so they will lose more customers and their rating will drop. I read the complaints against them and they are almost all for refusal to pay claiming the documentation is not good enough. I know I will never risk my money at a Casino with no integrity and inferior customer service like theirs. Leaves a lasting impression and its not a good one.

Dear Janet123 and CasinoGuru Team,

We are contacting you to share some good news regarding the player's verification. 

The player has provided us with a bank statement containing all the necessary information required to confirm the deposit. The document has been approved by our financial department and the player's account has been successfully verified.

We appreciate the player's understanding and cooperation in providing the requested document, as verification is an essential procedure in our casino.

Due to the above-mentioned updates, the player can make another withdrawal request that will be processed as soon as possible. 

If you have any further questions, please feel free to contact us via Live Chat or e-mail. Our team will be always glad to help you with any issue!

We hope everything has been clarified and this complaint will be marked as resolved. 

Your cooperation is greatly appreciated.

Kind regards,

Gslot Casino team

Hello all,

thanks to Gslot Casino for the reply.

Janet, that is very good news! Please confirm whether the verification is indeed completed and when you'll receive your winnings in full.

I have made the request to withdraw my money and will update once I have received it.

Thanks Tomas

Good Morning Tomas

I have received my deposit. Thank you

Hello

I am glad to hear that, Janet! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.