Slot Madness Casino - Player’s struggling to complete account verification.

I requested a withdrawal on September 2nd and their terms state to wait 7 business days. I reached out to support and was told I needed to email confirming my withdrawal address for Bitcoin. Which I thought was odd since I already input it in the withdrawal request. I’ve done all the requested account verification prior to submitting my request. Then I was told I needed to wait ten business days for review. Which I did. Now I’m being asked to submit a utility bill. It’s just delay tactic after delay tactic. I just want my money.

Dear EverettNA,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Do I understand correctly that you have not yet received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina, I used a bonus and met the wagering requirements. This is my first withdrawal attempt with this casino. I’ve received no confirmation of any kind regarding my withdrawal. Thanks for your help.

Thank you very much for your reply, EverettNA. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I apologize if this makes the situation more difficult but I didn’t keep track of the chat logs. Communication was done via the chat function on their website and I have no way of accessing those logs now.

Thank you very much EverettNA for your cooperation. 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 soon.

Hi EverettNA,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

Dear Slot Madness Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Can you please specify if there're any reasons for the verification to take time than it's written in your terms?

I'm looking forward to hearing from you!

Best regards,

Natalia

Greetings all,

I had a look and the current situation stems from the document sent as proof of address not matching the address we have on file in your casino account EverettNA. For security purposes it is necessary to have complete documentation on file for credit card depositing customers.

If you have changed address recently just go on to live chat and request to update your player account, once this confirmation is complete, provided the information now matches properly you should in theory be good to.

Let me know once the documentation is complete and I'll see what I can do to move things along for you.

Best wishes,

Nick and Slot Madness

Hi Nick, thanks for following up. I’ve submitted my request and documents to your supports email as I was instructed to do by your chat representatives. Waiting to hear back.

Hey EverettNA,

I think you're good to go my friend. Documents were approved, requested withdrawal was approved, and the payment should be going out relatively soon via Bitcoin, let us know when it comes in.

Have a good weekend everyone!

Nick and Slot Madness

Dear Nick and Slot Madness Casino, thank you for the fast reaction to the complaint!

Dear EverettNA, according to Nick, your payout should be on the way to you so I hope that you will share some good news with us very soon. Please, let us know as soon as you get the winnings.

Best regards,

Natalia

I will update upon receipt of payment. Thank you Natalia and thank you Nick. You are both fantastic.

Hi everyone. I still haven’t received funds. Just providing an update. Is this normal? Thanks.

Hi EverettNA,

Sometimes it happens that the payout takes more time than you expect. My suggestion is to stay positive and be a bit more patient. I'll reset the time for you to 7 more days, please let me know if there'll be any updates during this time frame. If not, we'll be contacting the casino's representative again, but I hope this is just a standard delay and it won't last too much time.

Have a good day!

regards,

Natalia

I got my funds! Thanks everyone.

Dear EverettNA,

Thank you for the confirmation! I'm happy to hear that your issue got resolved 🙂

Thank you very much for using our complaints resolution center. Now your complaint will be closed as resolved in our system. I hope that you'll never experience anything like this again but in case of any troubles with online casinos, remember, that you can always contact our team, and we'll do our best to help you.

Regards,

Natalia