The player from Germany had struggled to verify her account and validate her deposit at the casino. Despite multiple submissions, her photos and PDFs had not been accepted. She had communicated with the Complaints Team, providing all the necessary documents. The casino had finally accepted her withdrawal request and after some time, she confirmed that the money had been transferred to her account, resolving the issue.
SlotHunter Casino - Player's is struggling to complete account verification in the casino.
Amount: €1,200
SlotHunter Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello, I am attempting to verify my account and validate my deposit through both the casino itself and email. My photos and PDFs are not being accepted. Deposit made on 17.10.2023, winnings obtained on19.10.2023. All documents have been submitted multiple times. This includes my bank statement, detailed recipient certificate, bank card, and electricity provider. Now the casino wants verification from 18.05.23, Why? Please assist me.
P.S. I am unable to upload my documents on your site.
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6 months ago
Dear yh10101966,
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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please advise if you submitted an edited document to the casino (with transactions covered)?
- Were your other documents accepted by the casino? Is submitting the requested documents a valid option for you?
- Could you please share your recent communication with the casino where they requested additional documents from? My email is 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
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6 months ago
Translation
I have emailed my answer and all documents to tomas@casino.guru.
Hello Thomas,
Thank you for addressing my issue with the casino.
In the attachments I send you all the documents sent to the casino. Also the required evidence from May 18, 2023. I have certainly blacked out account activity that does not involve Slot Hunter.
More documents aren't really possible anymore.
I hope you can help me.
Best regards
Yvonne *****
PSNews from Slot Hunter:
Under my withdrawal request it now says: accepted. The money is not in my account yet.
Edited by a Casino Guru admin
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6 months ago
Translation
The money is not in my account yet.
October 23, 2023
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6 months ago
Translation
Hello everyone,
Thanks for the help and support. The money was transferred to my account. This complaint was resolved to complete satisfaction.
Thanks to all.
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6 months ago
Dear yh10101966,
I'm glad to hear that your account was verified and your funds received. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
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