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

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

Amount: €5,300

SlotHunter Casino
Safety Index:High
Submitted: 24 Mar 2021 | Resolved : 06 Apr 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany was experiencing difficulties withdrawing their winnings due to ongoing verification. The complaint was resolved. The player successfully passed the verification and received their funds one week after submitting the complaint.

Public
Public
3 years ago
Translation

Hello, I've been trying to withdraw my winnings for days, but it's always being rejected and bank statements that I've already uploaded and, strangely enough, are not the right ones ... don't know.

Automatic translation:
Public
Public
3 years ago

Dear Wilhelm,

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

Have you been advised what specifically seems to be a problem in verifying your account?

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

Private
Private
3 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
3 years ago

Thank you very much, Wilhelm, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Public
Public
3 years ago

Dear Wilhelm,

I’m sorry to hear that you’ve been experiencing issues passing the casino’s verification process. I will try my best to resolve the issue as soon as possible.

 

I would like to invite SlotHunter Casino to this discussion.

Dear SlotHunter Casino,

Can you please clarify the situation specify the reason why the screenshots Wilhelm provided were not accepted?

Public
Public
2 years ago

Hello Wilhelm and Casino Guru,


Thank you for contacting us.

I have reviewed your account and can see that after uploading the requested documents the payment was processed by the relevant team. For your convenience, you can log into your account and see the requirements for the requested KYC documentation: https://www.slothunter.com/profile/general/verification Also, you always receive a confirmation email once the documents have been reviewed or an explanation notification of the reason for the refusal to accept the provided document. 

While we can understand your frustration at the verification process, we must do all necessary checks before a withdrawal can be approved. KYC checks ensure the safety of all our players and the company from any fraudulent activities.

Should you have any further questions, please do not hesitate to contact us again.


All the best,

SlotHunter Casino

Edited
Public
Public
2 years ago
Translation

Hello, my documents were accepted today and the payout approved. Many thanks for your help.

Automatic translation:
Public
Public
2 years ago

Thank you, SlotHunter Casino, for your reply.

 

Thank you, Wilhelm, for your cooperation. I would like to kindly ask you to let us know once you have received the payment or if there are any new developments regarding your complaint.

Public
Public
2 years ago
Translation

Hello, received the money.

Automatic translation:
Public
Public
2 years ago

Thank you, Wilhelm, for the update and for using the Casino Guru complaint resolution center. We’re glad to hear that you received your funds. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news