The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The casino responded and stated that they had looked into the case, the documents provided were sufficient and the player could now make a withdrawal. The player then received their payment and the issue was resolved.
SlotHunter Casino - Player’s struggling to complete the account verification.
Amount: €650
SlotHunter Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Despite the green verification, another receipt was requested with the withdrawal request. The casino insists on the receipt with deposit 04/23/22 13:56 UTC but I submitted the receipt 15:56 (CET S is plus 2 hours). Nevertheless, the payment is refused because of the receipt. There's a lot of fraud going on here
Automatic translation:
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1 year ago
Dear idobins56,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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1 year ago
Translation
Yes everything, it's just about the deposit slip for 100 euros from 23.4.2022 13:56 UTC, but I can only send the one from 15:56 because here is CET S and that's 2 hours later. I've tried to explain, but to no avail. I also sent them the receipt from 15.56 CET S. ID card address phone are all already green and confirmed in my account.
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1 year ago
Thank you very much, xidobins56x, 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.
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1 year ago
Hello xidobins56x,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite SlotHunter Casino to join the conversation and participate in the resolution of this complaint.
Dear SlotHunter Casino,
Can you please clarify exactly what is required for the player to be able to complete the verification process?
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1 year ago
Greetings idobins56 and Casino Guru.
We looked into the case and found the provided documents sufficient for verification. The player can make a new withdrawal of their winnings. We would also like to apologize for the delay with verification.
Best regards,
SlotHunter Casino
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1 year ago
Translation
Thank you, that would have been quick. Have requested payment, let me know if it works. Thanks again
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1 year ago
Hello SlotHunter Casino,
Thank you for the information and your prompt response.
Dear idobins56,
Please do confirm when the payment has been received.
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1 year ago
Translation
Payment received, thanks for the help and support. Thanks
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1 year ago
Dear idobins56,
I'm glad to hear that your issue has been 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.
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