Slot Madness Casino - Player’s withdrawal is delayed due to unresponsive support.

I meet the play through balance and withdrawled my winning said I had to email them copy of my driver's license and a bill to show my address then I heard nothing from them,,live support doesn't work and email says they will contact me in 72 hrs and they dont

Dear Robertsherman1984,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

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

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

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

Best regards, 

Veronika

Yes I sent a copy of my driver's license front and back and a copy of a bill with my address on it and also I contacted them on 10/12, 10/23,and twice on 10/25 and as I said there live support does nothing when you try to use it

I'm sorry I was wrong on amount it is 236 dollars

Thank you for the information. Before we move forward with your case, could you please confirm if your documents were accepted? Have you received any updates regarding your verification and withdrawal request?

I cannot I had to email them

Thank you very much, Robertsherman1984, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Robertsherman1984 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slot Madness Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Greetings all,

I had the chance to review the situation and couldn't find any submitted documentation, the simplest way to complete documentation is within the documents module in the cashier of the casino. However I believe the real question here relates to the withdrawal which is mentioned. There has not ever been a requested withdrawal in this account, the only thing I see is the coupon reversal where the non-cashable funds on a chip are removed. In this case the amount was $236 removed leaving the cashable balance on the free chip of $100. This cashable amount was then played to $0, there are currently no requested withdrawals or withdrawable funds within the casino.

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

Best wishes,

Nick and Slot Madness

Dear Robertsherman1984, the casino representative has provided me with supporting information. As you have played all your funds, unfortunately, I won't be able to assist you further with this issue. I would recommend checking out our guide on How to Gamble Safely to prevent situations like these in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.