The player from Germany is questioning the type of document which is required for KYC verification. The issue was successfully resolved, the player received her winnings.
Slot10 Casino - Player’s criticizing verification process.
Amount: €1,200
Slot10 Casino
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1.8
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Resolved
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Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Dear Sir or Madam, I have to contact you again because I have problems with the Casino SLOT10. . After I had submitted all documents, I made on April 19. a withdrawal request for € 1200. On April 23, I was informed that I should submit a power bill, which is certified by a notary, which is completely excessive and unusual. No casino has ever asked me to do this. My ID is a government document and proves my identity. It is recognized by all authorities and also abroad. This ID is available to the casino. The money has been returned to my player account and I am not being paid out, please help me in this matter.
Many thanks in advance.
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4 years ago
Dear Roswitha,
Thank you very much for submitting your complaint. 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. Every casino is unique and can require different types of documents.
I’d suggest cooperating fully with the casino and send all of the required documents as soon as possible. If there is anything else, I could do for you regarding this issue, please do not hesitate to contact me.
Best regards,
Kristina
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4 years ago
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Hello Kristina,
I therefore doubt this request for a document which has to be certified by a notary, because this request was only made last. First, I should submit the documents that are required everywhere. After I did all of this, I should submit a photo with my ID in hand. I also did that. Then this demand came with the electricity bill certified by the notary. Every time my money was transferred back to the account. Last time it shouldn't be the electricity bill, but my ID should now be certified by the notary. What should I think of that. For me clearly a lagging tactic, they don't want to pay me my money.
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4 years ago
Hello Roswitha,
Please note, asking for notarized documents isn't unusual. As I already mentioned, each casino requires different documents. I would like to know which documents you already provided to the casino, please.
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4 years ago
Translation
Hello Kristina,
I have sent the following documents to the casino: ID card, master card, ecopayz proof, picture with ID card in hand, bank account statement as proof of address, proof of my deposit via Trustly. I find the demand for notarization of my identity card completely exaggerated and outrageous. My picture with my ID in hand is probably enough for identification and has so far been enough in every casino. A casino that is not even certified demands such outrageous things from the players, but only in the event of a win? I also do not believe that every casino can make such demands at its discretion. There must also be rules.
Kind regards
Roswitha
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4 years ago
Thank you very much Roswitha for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Roswitha,
I looked at your case and have to admit that an ID verified by a notary sounds a little bit too much to ask. I will contact the casino and we'll see what can be done.
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4 years ago
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Hi Peter,
thank you for your efforts. I hope you are more successful than me.
Roswitha
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4 years ago
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Hi Peter,
my account has now been blocked. It was closed without information or justification. In the chat I was informed that I had not submitted my documents. I can no longer get my money. It's getting rude.
Roswitha
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4 years ago
Hi Roswitha,
I chatted with a casino rep by Skype. There's a new contact person regarding the complaint, so I'm expecting a reply soon.
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4 years ago
Dear Roswitha,
Thank you for sharing your experience with SLOT10 on CasinoGuru.
We really appreciate our customers and we try to engage with them regardless of what platform they use, hence we would like to share the following statement regarding your account security at SLOT10.
First of all, please keep In mind that our company reserved the right to request any files related to your account safety and security. We consider your confidential information of the uterrmost importantance, hence we strive to protect it as securely as possible.
Please also note that as per our Terms & Conditions (which upon your registration at SLOT10 you've accepted them), point 3 of Account and Personal Information, section 3.3 clearly says that: "Slot10 reserves the right to demand personal documentation such as Passport copy, bank statement, credit card Photograph and/ or any other document that is necessary to proof the customer's identity. Refusing to provide the requested documents will cause the account to be blocked and/or rejection of any attempt to withdraw money." - you can go through them in detail, following this URL: https://www.slot10.com/pages/terms-and-conditions
As per the above mentioned, In order for you to withdraw the amount In your SLOT10 account, you need to provide us with a notarized proof of identity, certified with a stamp and a signature by a notary officially appointed by the state government.
You can send the required document to our Support Department at: support@slot10.com
Having this on record, your account will be fully verified and you'll be able to perform other transactions In the future.
We hope you will find this informative, and If you need any further assistance, do not hesitate to reach our Support Department, they're on your disposal anytime.
Kind Regards,
SLOT10 Team
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4 years ago
Translation
Hello Slot10,
I have submitted all the required documents. There are nothing in your terms of notarized documents. The identity card is a state document which was issued by an authority and must not and must not be questioned under any circumstances. It is recognized in every country and I have nowhere to present a notary's certification. This requirement is excessive and disproportionate. No casino has ever asked for it. It also incurs additional costs. Who pays the notary. In addition, the earliest appointment with a notary is currently at the end of July. You really should rethink your demands.
I had received a license number from support, you are not registered as a casino under this number. So you don't provide proof of your license, if you have one at all, and you require duplicate proof from the players. This is just disproportionate and unfriendly to the customer.
I would very much like my money very quickly !!
Roswitha
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4 years ago
Hello Roswitha,
We are currently discussing the situation with the casino and are trying to find an acceptable solution that would work for both sides. I will keep you updated.
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4 years ago
Dear Roswitha,
We are reaching you to inform you that your case has been fully revised and we have understood the situation worldwide because of the difficulties for you to obtain the required documents.
Considering that you have been our customer since the site was created, our Management Department made the decision to accept as sufficient the documents you have provided us so far.
We are sorry that your gaming activity was temporarily interrupted but we are happy to inform you that now your account is fully active and you can freely place bets, make deposits, and request withdrawals.
We apologize for the inconvenience created and we remind you that we are always at your disposal for any request or clarification.
Kind Regards,
SLOT10 Team
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4 years ago
Thank you Slot10 team for your understanding. Roswitha, please let me know if you were able to withdraw your winnings.
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4 years ago
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Hi Peter,
I had already replied, but somehow it didn't arrive. So everything worked out wonderfully. The money was in my account the same day. I already thanked the Slot10 team. I would also like to thank you very much again. Without you it would not have worked so quickly. It is good that you exist.
Roswitha
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