The player from Germany is experiencing difficulties verifying their account. Player’s complaint has been resolved successfully.
SlotHunter Casino - Player’s struggling to complete the account verification.
Amount: €650
SlotHunter Casino
Safety Index:HighSafety Index
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8.9
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hi,
have already paid a number of times here and paid. it was a maximum of 150 euros payouts so far.
Now documents were requested, which I submitted and which (ID, bank proof) were accepted.
now I am asked to upload a photo with ID in hand.
I made this with 4 different photos.
it is always refused, meaning i cannot pay out my money.
the chat doesn't help a bit and emails are skilfully ignored.
so I turn to her now
With best regards
Automatic translation:
Public
Public
3 years ago
Dear owenss92,
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.
If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, 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
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
Public
Public
3 years ago
As the issue has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, owenss92, for your confirmation, and please 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.
Best regards,
Petronela
Casino.Guru
