Slotastic Casino - Player’s struggling to complete the account verification.

I have been trying to make a withdrawal from this casino for MONTHS!! I have literally sent my verification. Forms over 5 times and they take 5 f*****g days to respond to every email sent- only to say the SAME THING EACH TIme… my verification can not be completed because my information on my id can’t be seen in the picture they force you to send holding your id next to your face! I have gotten this picture as close up as possible considering you cant crop or cut it off in ANY WAY AT ALL! They are scam a******s who let you deposit all kinds of money but refuse to give you the winnings you rightfully have won! 0 f*****g stars for this place!

Dear bkalmes,

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

When you're asked for a selfie with ID documents, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Have you been advised what specifically seems to be a problem in verifying your account and why your first selfies haven’t been accepted?

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,

Petronela

I HAVE sent my picture- NOT CROPPED OR CUT OFF in any way- 3 different times! I’ve gotten it as close up as I can get it without cutting anything off so it would be accepted! I have literally been Tryng to get verified for 3 months now. And a day or two is putting that lightly I think… EVERY response I’ve received has not come before 7 day waiting period from the day I sent my email to you! I have won a jackpot twice now and could not withdraw due to you guys refusing to accept my photo with the id! You have front and back of my id pictures by itself- I think it’s pretty easy to confirm that I’m holding the same id in the picture as the one I sent you for verification! I feel you are intentionally causing me trouble with this knowing that eventually I’ll give up!

Dear bkalmes,

I’m sure you understand that I don’t work for Slotastic Online Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to verify your casino account.

Could you please forward those selfies to petronela.k@casino.guru? Thank you very much in advance.

I will forward them to you today as soon as I am off of work. Thank you and I appreciate your help in resolving this matter.

Thank you, bkalmes, for the forwarded emails. I have received two selfies and unfortunately, I have to say that on both pictures your ID is too blurry. My only recommendation would be to use better light and ask someone to take a picture for you. Please understand it is nothing unusual for casinos to request players' selfies with their ID to check identity.

Dear bkalmes,

Have you succeeded in verifying your account? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

I have not succeeded as of yet. I emailed the casino about 6 different pictures of myself with my id- the same day I received your last response and I’ve heard NOTHING FROM THEM! I honestly do not know what else I can do do get this verified but I am extremely annoyed by all the B. S.! Can I send you the pictures I sent them?

Thank you very much, bkalmes, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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.

Hello bkalmes,

I have reviewed your case and understand the situation. I will now contact the casino to see if I can help.

We would like to invite Slotastic Online Casino to join the conversation and to provide an update on the status of the player's verification.

Dear bkalmes;

We are very sorry to hear that the verification process is taking longer than usual.

We had a look at your account and, we can see that you have submitted all your documents, and almost all are already approved; however, the picture of you holding your ID is not clear enough. We cannot read your ID on the image.

Please send once more a photo of you holding your ID card, making sure that your face and the ID are sharp enough to read everything.

Best regards,

Eli

Slotastic Affiliate Team

Why did I have to send you an individual copy of my id by itself if you are relying SOLEY in that damn picture of myself holding my id in order to "complete" my verification? I don’t know what else I can do to make the pictures clear enough for you to accept them? I know that they clear enough to be able to validate that the id I am holding is the same as the id I sent you copies of (per your request) and also from THAT picture of my ID - you can see it is me in the selfie holding g my id? The writing may not be crisp in my selfie- but it is crisp enough to verify it matches the id I sent front and back copies of to you!

I have never had such a difficult time with a verification process in my entire life! 😞

Dear Eli,

Thank you for your response. I have seen the pictures that have been sent and although the ID is slightly out of focus the information can still be read. Is this not acceptable in conjunction with the other documents received? If not, do you have any suggestions to help the player achieve what is necessary?

Dear Kalmes4069,

We contacted once more our Slotastic Casino Verification Service and they have decided to accept the document. Your account is now verified!

If you need anything else, please let's know.

Best regards,

Eli

Slotastic Affiliate Team

THANK YOU!! I really appreciate all the help with this Adam and Petronela!

Dear bkalmes,

I'm glad to hear that your issue was resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.