Slot Madness Casino - Player is struggling with card verification.

So basically what it is is I need help with the verification process. I've been trying to verify my account with them and it's been going on almost a month already. I've talked with many of their representatives and emailed them pretty much every document that they needed in order to verify. I have this card on file with them that is pending verification and they're asking for a picture of the front and the back of that card. Problem is I don't have access to that card anymore due to the fact that it was stolen and which therefore I reported it lost in stolen and I notified them that I no longer have it and they told me I had to send in a handwritten letter signed by me stating the reason as to why I no longer have it which I did. I also have been told by one of the representatives that my account was received reviewed and accepted and that I was able to send in a request to withdraw funds. And I know they have policies and everything I just need to verify with them and get that card removed from my account so that I can continue playing. Because I do like this casino but that's my only problem if you can help in any way shape or form most appreciate it. Thank you

Dear ashnewt808,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method 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

Yes i do believe that is the only problem...and yes i do believe that i have filled out and given all required documents and if i havent please id like to know which documents i still need to complete and if i still have the opportunity to do so.

Any updates yet?

Hi ashnewt808,

I noticed that you were informed that the card was supposedly already removed from your account. Is that indeed the case?

They said that but its still showing that i need to verify that card

I've noted that the casino requested you to submit a letter from the bank confirming the card's inactivity, and the handwritten letter you provided does not meet this requirement.

• Could you kindly furnish the requested letter from your bank?

Thank you.

I tried to get a letter from my bank but it's through Cash App I was told that they don't do that Because of their policy

I was told that the hand written letter would suffice As Verification, it seems like they're just giving me the runner on.

Thank you very much, ashnewt808, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi ashnewt808,

I've just reviewed your case and am sorry to hear about your struggles with the removal of your stolen card from your casino account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slot Madness Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what exactly is required at the moment to remove the player's stolen card from her account?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I too would love to see what evidence they may have as well if possible thank you

and also if i could just get the winnings that are currently in my account that would be so appreciated...i dont know if youve heard about the wildfire that happened in maui hawaii but that was my hometown that burned and we lost everything so if possible that would be such a blessing thank you

mauiwildfires

See they're not gonna reply at all

Greetings all,

I have reviewed the situation and gone through all submitted documentation, the provided hand written letter regarding the card in question should suffice. It appears all that is missing is proof of address, there has been a utility bill submitted that I see however it is only portions of the bill. The document needs to be recent and show the entire utility bill so we are able to pass it through our 3rd party verification software.

If you could kindly re-submit your documentation to include this detail ashnewt808 and let me know when you've done so I will pass it to our documents department for review and hopefully we can get things on track for you.

Best wishes,

Nick and Slot Madness

Thank you for checking this, Nick.

Dear ashnewt808, based on the reply from the casino representative, the casino needs a new photo of a utility bill, please make sure it's the recent one and that the whole document is visible. Please, let us know when you'll be able to provide it to the casino.

Yes of course I can do that now

Sorry thank you for bearing with me...I appreciate the both of you

Dear ashnewt808, the casino representative has informed me that your documents will be soon reviewed. I hope it won't take much time, anyway, you will be notified as soon as there are any updates.

Thank you

Greetings all,

Thanks so much for the new documentation ashnewt808, I had it reviewed and due to recent issues our 3rd party payment providers are now insisting on official bank documentation regarding the card no longer in use. Could you please request a statement from your bank about the card and it's reasons for no longer being in your possession and forward that? I apologize for the inconvenience, it was not anticipated.

Best wishes,

Nick and Slot Madness

I can't because my card is with cash app and according to their policy they do not have part of that requesting documentation yet so I have no way of requesting that... I'm tired of you giving me the run around your company and casino is total bullshit...I see what you guys are doing you want people to just deposit and spend all their money but refuse to pay out any of the winnings ..your casino are just scamming people and I refuse to be a supporter of your bullshit. Now tell me straight up are you going to give me my winnings or shall I get a lawyer involved?!?!

Dear ashnewt808, could you please take screenshots of your conversation with Cash App customer support where they refuse to provide you with official documentation regarding your stolen card? You previously mentioned that you already contacted them but as per their policy, your request was rejected. You can post the screenshots here or send them to my email address at natalia.b@casino.guru, thank you.

Thank you, ashnewt808.

Dear Slot Madness Casino, please check the screenshot from the player. It seems that the document you have requested cannot be submitted for the reasons the player cannot influence. Could you advise how we shall proceed to move on with the case? Is this document the only obstacle?

Greetings all,

Thanks so much ashnewt808 I believe this should suffice, I have submitted this to the requisite department for review and hopefully we have word back shortly.

Best wishes,

Nick and Slot Madness

Sooo what's the update?

Dear Slot Madness Casino, please let us know if there's been any progress.

Greetings all,

I submitted the provided documentation for review on behalf of the player, our documents department responded that (per our 3rd party payment providers) moving forward all statements regarding lost or stolen cards must be official from the issuing bank. I provided them with the screenshots above stating that the player was unable to get the necessary information from Cashapp, they responded saying they have seen this before and Cashapp is merely a place to centralize your payment methods and the cards originate from the member's bank not the app itself which is why Cashapp cannot provide such information. They have requested that I now ask for an official statement regarding the card in question from the bank which issued the card. I apologize for the inconvenience.

Best wishes,

Nick and Slot Madness

B***!!!!

Dear ashnewt808, have you ever tried to contact the bank that issued your card?

Yes I have and it's a whole process and unable to get there required documents....

I'm so confused as to why I have to continuously come up with proof to prove to this casino that the card that I have registered within MY ACCOUNT that was VERIFIED by the casino itself that I have already showed evidence of as well as a letter from MY ISSUING BANK COMPANY stating that the card in question was reported lost and is no longer active. It seems to me that slot madness has no intention of fulfilling any agreement on letting me withdraw the money that I've won fairly from money that I've actually deposited from my own personal fund in order to support this casino. And it feels that I'm not the only one that they're doing it to..because it didn't take long at all for them to accept and verify my card and take my money at first. But now since they have to pay they just come up with excuse after excuse...it was so easy for them to accept and verify my card but all of a sudden it's an impossible task for them to simply just REMOVE the card off of my Account SO THAT I MAY VERIFY AND Withdraw MY WINNINGS. CAN SOMEONE EXPLAIN THAT LOGIC TO ME PLEASE BECAUSE LIKE WTF?!



Is that proof enough

These b*** at slot madness deleted whatever winnings I've gotten and now are saying that I only have 88 cents in my account! This is b***! Prepare to hear from my f*** lawyer!!!

Dear ashnewt808, thank you for the updates, though I want to ask you to refrain from using offensive language when leaving any messages on our website.

Dear Slot Madness Casino, could you please explain why the player's balance was canceled?

As well as why so difficult to just remove a card that is no longer valid...shouldn't it have been more difficult to put it on my account in the first place? I've clearly proven that I no longer have that card...and why do they insist on sending me promotions to come and play at their casino and sending me promotional bonuses..like I'm not gonna be spending money there if I can't even get my previous winnings. It's so frustrating and also the time that it takes for y'all to answer...

Greetings all,

I have reviewed the account and there is no question that the funds have been played to $0.88 by the player.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

That's a lie because I haven't played a game since I ve won anything...you know what screw it ..screw you I'm done with this fuck it close the account and this complaint I'm done with all of it.

We have analyzed your game history, ashnewt808, and it is clearly seen that you lost your balance on 11th February, playing Planet Of The 'Roos, Bonus Wheel Jungle, and Fortunes of Olympus slots and lowering your balance from $2,160 to $0.88 so your accusations of the casino deleting your winnings are not true.

Anyway, based on your explicit request, I will reject your complaint.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.