The player from Germany has been waiting for her withdrawal since the beggining of February. The delay seems to be caused by incomplete verification. It has been resolved.
NordSlot Casino - Player's withdrawal has been delayed.
Amount: €150
NordSlot Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I requested a withdrawal from this casino on 02/02/22 and have been waiting for 3 weeks! I should verify myself via a link, proof of address, ID. I did the same on February 2nd. 22 and after 2 weeks still nothing happened, then I wrote to the support, the usual answers, I should be patient ....
On 02/13 ID and proof of address were finally approved. Then I had to verify my payment method, in my case Paysafcard. I did that right away and waited again. Support no longer responds to emails.
On 02/18 Another verification link came up, I should upload my payment method, but it always says ecopayz account, but there is no possibility to deposit with ecopayz.
I then uploaded a screenshot of my Paysafcard account and am still waiting for an answer.
It can't be that you have to wait more than 3 weeks for a payout. That's borderline!
Kind regards
bg
We are obliged to carry out the verification of your casino account. Please use the following links to upload your documents and verify them through our secure portal:
Payment procedure (- screenshot of your ECOPAYZ account ◦ your name, registered address and email address must be visible ◦ the url bar in your browser must be visible ◦ your ECOPAYZ account number must be visible)
Withdrawals cannot be made from your account until you comply with this request. Failure to verify with us will result in your account being suspended.
We thank you in advance for your assistance in these necessary operations.
Kind regards, the Nordslot team.
Note: This email address does not accept replies.
Automatic translation:
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2 years ago
Dear Bettina,
Thank you very much for submitting your complaint. I’m very 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
Do I understand correctly that you have uploaded screenshots of your Paysafecard account instead of the ecopayz account?
Could you please advise if verifying the payment method currently seems to be the only obstacle standing between you and your winnings?
Would you be so kind and send 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
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2 years ago
Translation
Hello Kristina,
Thank you for your reply.
I deposited with Paysafcard and also requested the payout via Paysafcard.
That's why I also uploaded a screenshot of my Paysafcard account.
With Ecopayz you can not deposit in this casino because there is no such method.
That's why I'm surprised that a screenshot of my Ecopayz account is required.
Of course it is necessary and important to check the documents, but it cannot be
that all this takes more than 3 weeks! In my opinion, this is a stalling tactic. And that one no answer
getting more on e-mails is also very strange.
I'll email you some documents.
Addendum: I finally got an answer from support today about what the Ecopayz account is all about. Here's the answer:
Hello Bettina, Thank you for your email. Please note that in our verification process we ask customers for the deposit and/or withdrawal methods used in all accounts on Gammix. Chances are you've used this method in another account and that's why we asked you for this information. - Screenshot of your /Ecopayz account ◦ Your name, registered address and email address must be visible ◦ The URL bar in your browser must be visible ◦Your Ecopayz account number must be visible Please use the link in the next email to upload your documents. Make sure the required information is clearly visible to avoid delays in verification. Should you have any other concerns, questions or comments, please do not hesitate to contact our customer service. Kind regards,
So now I'm curious to see how long this will be delayed again. I sent the document right away.
with friend To greet
Bettina
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2 years ago
Thank you very much for your reply, Bettina. Let's give the casino a few more days to review your documents. I will set the timer for additional 7 days, and if there is no development within this time frame, we will intervene. Please, keep us updated in the meantime.
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2 years ago
Translation
I sent the Ecopayz account document 3 days ago and again nothing happens. Response from support:
Hello!
Please understand that these standard procedures are followed every time. The default timeframe for verification is 2 business days.
For further assistance please do not hesitate to contact us via chat or email.
Kind regards
North Slot Casino
support team
That would have been yesterday. So something is very fishy there. It can't be that you have to beg for your money for so long. I didn't do anything wrong and I absolutely don't understand what other accounts have to do with where I used to play. I've already asked support and got no answer.
I also asked in the live chat, first a German-speaking employee was there, and then I was referred to an English-speaking employee, so I can't get any further there either.
Best regards BG
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2 years ago
Thank you very much Bettina for your reply. 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.
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2 years ago
Hello Bettina,
I looked at your complaint and will do my best to help you. I would like to invite NordSlot Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Translation
Hello Villiam, I just received a message from Paysafecard that my withdrawal was successful. The whole thing has now lasted 3 weeks and that is unacceptable. That's not how you treat customers. Conclusion: I will never play again in a Gambix Limited casino. Thank you all for your trouble and the case can be closed. Best regards BG
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2 years ago
Dear Bettina,
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
