NordSlot Casino - Player’s struggling to complete KYC verification.

Guten Tag,

ich hörte von einem Freund, dass Sie ihm helfen konnten bei einer Auszahlung. Ich bin ein Freizeitspieler und habe mal versucht die Boni zu spielen. Man hat vorher 2 x ohne Nachfrage ausgezahlt.

Mein Problem ist, dass Nordslot (also Gammix) laufend neue Dokumente von mir möchte. Ich heiße dort "B***59". Dann sagt man, ich sei verifiziert und eine Sekunde später kommt eine Mail, dass man vorher aber andere Dokumente möchte. Ich hatte vor langem mal bei Cashimashi mit anderen Diensten eingezahlt. Inzwischen habe ich Skrill, muchbetter, neteller und zuletzt Ecopayz belegt. Für die ersten drei Dienste wurde mir bestätigt, dass ich verifiziert bin. Nun warte ich seit einer Woche auf eine Antwort. Im LiveChat wird mir immer nur bestätigt, das an meinem Fall gearbeitet wird. Ja, das sehe ich selbst am Status der Bearbeitung. "Crazeplay" zahlt auch nicht aus (gleiche Gruppe) und die Antworten nicht mal. Hier sind es 24 Euro.

Vielleicht können sie mir helfen? Wahrscheinlich werde ich danach gesperrt. Ja, dann habe ich Pech.

Beste Grüße Lutz

Dear Lutz,

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.

Could you please advise which documents have you already provided? When exactly did you submit the last one? Do I understand correctly that it was approximately a week ago?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Lutz for your email. I will now transfer your complaint to my colleague Viliam (viliam.v@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 Lutz,

I looked at your complaint and will do my best to help you. I would like to invite NordSlot Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Hallo Villiam,

vielen Dank für deine Mühe und viel Erfolg 🙂

Wenn Nordslot dir genauso schnell antwortet wie mir, werden 7 Tage nicht ausreichen. Aber ich vertraue auf eure Überzeugungskraft.

We would like to ask the NordSlot 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact the Malta gaming authority. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Additional comment from the Casino:

"Hello,

As we see the player's account was successfully verified and on 19.04 he received the email from the verification team informing him about this.

The fact that the verification team will have to request a proof of payment method for every one that the player used, is mentionned in the General terms and conditions, paragraph 5.

For example:

5.3.8. We reserve the right to ask for additional information and documentation to fulfil our due diligence obligations, and any communication for the provision of information/documentation is not to be deemed as being a final communication in this regard.

and

5.3.4. We may request a user to provide additional proof of identity or proof of source of funds, as deemed necessary on a risk-based approach, under the subject of closer scrutiny for regular players or in cases when the level of risk that the business is exposed to is classified as high. Gammix may suspend the account and put any pending withdrawals on hold until such proof has been provided and accepted as per regulatory standards.

We also see that the player was in communication with our support team and received additional clarify on KYC process.

As for the withdrawall request, on 20.04 our payments team informed the player by the email that it was sent to him.

In conclusion, we see no reason in this complaint at all, as the request for the additional documents to proof payment methods used was done following the due diligances we must follow. The information about this fact is published on our website in Terms and conditions.The player has access to this information in both English and German, the player has received the calrify from support service as well. The only thing he needed to do is to upload the documents and wait for the response of the verification team.

To the player we recommend to once again read the terms and conditions and keep in mind that in the casinos under the laws of Malta the verification is always done across the license and the KYC team will request again the documents for proof if they need them.

Kind regards,

Nord Slot Casino"

Dear Lutz,

can I consider this complaint as resolved, please?

Hallo, ich hatte mich dann noch mal mit denen in Verbindung gesetzt und mir wurde bestätigt, dass meine Unterlagen eingegangen sind, diese aber nicht bearbeitet wurden. Meine Frage, warum dies nach fünf Wochen noch nicht passiert sei, war man auch im Live Chat irritiert. Nunmehr ist eine Auszahlung erfolgt.

Ich danke ihnen herzlich für ihre Mühe. Man sieht an der Antwort, dass es denen ja doch wichtig ist, keine schlechte Bewertung zu erhalten.

Die Beschwerde wurde gelöst.

Beste Grüße Lutz

Dear Lutz,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru