Slotastic Casino - Player's proof of address not accepted for account verification.

I am trying to verify my account, every other document got accepted but not proof of address, document had everything needed and it wasnt too old. I sent file that i have used on different sites, then sent another one that was similar too, didnt accept. And they cant tell me nothing what is wrong with the files...

Dear eeli04linna,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Could you please list which documents you have already provided for proof of address and when exactly did you send the last one?
• Does the information on the documents match the address given in your casino profile?
• Did you submit the documents in the correct format?
• Could you please specify what the response from the casino is in this situation? You can post screenshots of your communication with the casino here, or alternatively, send me this information to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

I have sent them various documents from the bank, the third of which I sent 3 days ago, all the files have contained my name, address, and have not been too old. The information in the documents is the same as in the profile. I sent the documents in the correct format. They respond to the document: Dear Eeli,

Thank you for choosing Slotastic Casino.

We have received your email with the attachments, thank you. Unfortunately, the proof of address submitted could not be verified. We recommend sending an alternative document.

We ask that you take clear legible digital pictures of the document and email:

- A proof of address (utility bill or bank statement showing the name and address registered on the account), issued within the last 90 days.

Please ensure that the entire document is visible (no portion should be cut off/cropped). Please note that partially cut off/cropped photos will not be accepted and will result in delays

Thank you very much, eeli04linna, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi eeli04linna,

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

Dear Slotastic Online 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 why the player's document wasn't accepted?

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

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Slotastic Online Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Additional comments from the casino:

She didn’t send a proof of address. She then sent this later and our team processed the payout on 9th January and she received her winnings on January 11th.

Dear eeli04linna, could you please confirm if you have received your winnings from the casino as stated by the casino representative?

Dear eeli04linna,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.