Slothub Casino - Withdrawal cancelled and player lost contact with the casino.

8/18 Request withdrawal of 400USD

8/27 I'm not sure, but it was canceled. Then I got an email asking me to do KYC

8/27 KYC documents sent

8/29 I can't get any contact at the end of the email with the attached screenshot.

After that no chat no mail.

Dear mmgg33441,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

It is described above, but I will restate it

8/18 Request withdrawal of 400USD

8/27 I'm not sure, but it was canceled. Then I got an email asking me to do KYC

8/27 KYC documents sent

8/29 I can't get any contact at the end of the email with the attached screenshot.

I understand that KYC is very important. Therefore, it can be understood that it will take a long time. But not responding to inquiries is another matter. Neither emails, chats, nor anything responds

Perhaps they will not respond. I think they're busy running a new scam site. Has anyone been able to communicate with them since September?

Thank you very much, mmgg33441, 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 mmgg33441 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

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,

Peter