SlotHunter Casino - Player’s withdrawal has been delayed.

I made a few deposits and after playing and accumulating some winnings I asked for a withdrawal (C$1300. now reduced to C$1100.)

They repeatedly ask for screenshots of my bank account and the deposit transaction, but each time I send the required screenshots they immediately REJECT the docs without and precise indication of the issue in question - the merely resend the the text of the three options to upload the docs. This is very frustrating as I have multiple documents uploaded to them getting rejected.

FYI - my driver license upload and my selfie photo upload were accepted.

I assume that these crazy roadblocks being presented without any explanation is merely a tactic to avoid making any payout to me.

This is a total scam as my DEPOSITS were accepted without question but any attempt to get a payout is met with hostility and as far as I can tell, the bank docs uploaded to them are totally valid.

Thank you.

Dear EvenOdds,

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.

• Do I understand correctly that verification of your bank statement seems to be the only issue?
• Could you please confirm that you provided the document in the correct format?

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,

Kristina

Hello,

Yes, Slot Hunter Casino has verifies and accepted my driver license and the selfie photo.

They initially rejected the driver license because it also showed my maiden name (separate and on a different line) in addition to my legal married name - a trivial thing, but they used it to delay the process. I challenged the decision and they finally accepted the driver license. This was an indication of how they operate.

Yes, I have provided multiple screen shots of my bank statement and screen shots of the last deposit transaction, all in PDF as requested by the casino. They never indicated exactly what was causing their rejection, only repeatedly showing the text of the documents options:

There are 3 options to verify your deposit:

1. Download a full bank statement in pdf. format with the list of the transactions, the account holder's name and the account number specified.

2. Upload a screenshot from your bank account with the account holder's name, account number, and the details of the deposit to our casino visible.

3. Provide a screenshot from your statement with the account number and the account holder's name visible + a screenshot of the latest deposit with the amount and the last 4 digits of your account number visible.

I have complied with OPTION 3 multiple times, and my husband also has reviewed the docs and agrees they conform to the required format. The problem is that Slot Hunter repeatedly rejects the docs without any indication of what the issue is - so we cannot fix any perceived issue. It appears to me to be a simple tactic to avoid payouts.

I see from a review of many comments on your site from others concerning Slot Hunter Casino, that this type of issue with Slot Hunter Casino is quite common and has resulted with many clients just getting totally frustrated and walking away - to the advantage of Slot Hunter who gets to avoid payouts. What a scam situation.

Thank you.

Hello again,

I do not know what you did, but to my surprise, without any warning by them, Slot Hunter Casino has transferred my $1100. withdrawal to my bank on 2024-07-26 (Friday). I checked my casino account profile, and it still shows me as NOT VERIFIED, but the transfer was completed anyway - no doubt due to your involvement.

I am very happy that I decided to involve you in trying to resolve this issue with Slot Hunter Casino, and I really do appreciate how quickly the situation was resolved. These so-called security procedures by casinos can easily be 'weaponized' by the casino to delay and/or refuse payouts to customers, so it is good that we have people like you to help us deal with unethical behaviour. More than a week and a half of frustrating interactions are finally over.

My concern now is if I should trust Slot Hunter Casino to act in a reasonably fashion going forward or will they continue to use these document verification tactics on future requests for withdrawals. I do not know the answer, but it will determine if I continue as a customer of Slot Hunter Casino or play it safe and cancel my account and move on. I am risk averse, so am leaning towards the latter.

Thank you very much for your help with this matter.

Cheers,

Gemma

Dear EvenOdds,

I'm glad to hear that your issue has been resolved successfully. 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 any issues with this or any other casino in the future. We are here to help.

Lastly, maybe you could check our list of recommended casinos here:

https://casino.guru/top-online-casinos

Best regards,

Kristina

Casino.Guru