Slingo Casino - The player struggles to verify his account.

Casino have made no attempts to even verify account. Sent my documents and no action whatsoever from casino. Sent an email. No reply. Sent message via chat. No reply.

Hello Colinmc13,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slingo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

The process commenced 3 days ago. I submitted bank statement and d licence. They have refused no documents or accepted any. It's just stone wall. No communication at all. Meanwhile my balance goes from 2500 to 560 with no means to attempt a withdrawal because you can't use the function until verified. Completely rogue tactics in my opinion to stop a player from withdrawing. Emails sent with no reply. Chat initiated, no reply. This practice surely can't be in line with an MGA license. Highly corrupt

Hello Colinmc13,

As mentioned above, the verification may take up to 14 days so the casino has still basically a week to finish the process. If you decided to play with the balance and lost a part of it, the casino is not responsible at all for it as it was purely your decision.

Please let us know once the verification takes longer than 2 weeks so we can act accordingly.

Dear Colinmc13,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Sorry I thought the matter had been shut. It's OK they resolved it. As you say they have 14 days to verify an account. Lesson learned. Hopefully other people aren't left waiting over a week for verification. They sought no further documents, nor refused the ones I sent.

Hi There,

We are sorry it took some time to verify the account.

Our verification procedure is a mandatory requirement as per our terms and conditions which you accepted upon registering with us, we state that prior to withdrawals you need to provide us with the necessary documents in order to verify the account.

I see your withdrawal was also processed after this. Should we need anything else in the future, we will contact you.

Thanks for your understanding and patience

Dear Colinmc13,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru