Slotimo Casino - Player's withdrawal is delayed and account verification is pending.

Hi, I have tried to withdraw 5000 euros and apparently I have to do it several times before I get all the money out, but the problem is that I don't hear anything from them.

It's been 6 days and no one is responding. I understand that you say it needs to take 14 days, but I am nervous considering all the other complaints

I'm not verified yet, I sent the last step 6 days ago where I had to take a selfie with my passport and I haven't heard anything since.

Dear Copenhagen323,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotimo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the last document you submitted was your selfie with a passport?
• Which other documents have you submitted so far?
• Have you achieved your win using any bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have sent my bank statement where you can see my bank details, proof of address and a photo of my passport. They were quick to respond, with the initial inquiries, but they have not responded to the picture where I am holding the passport in my hand in a selfie.

my winnings are won without bonuses

Thank you very much, Copenhagen323, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Copenhagen323,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and as you correctly pointed out, we leave the casino 14 days to check all the documents provided by the players. Although I can agree with you that the casino can inform you much better about the process, it is nothing unusual that the casinos don't provide much information about the process only if any additional documents are needed or if a certain format of the documents is needed or similar. I will contact the casino to shed more light on this matter.

We would like to invite Slotimo Casino to join the conversation.

Dear Slotimo Casino,

Can you please provide any updates on the player's verification process? Is all the provided evidence sufficient, or is anything else still needed?

Dear Michal and Copenhagen323,

Thank you for reaching us with this case.

We have investigated the account in question and would like to inform you that the verification process has been successfully completed. In regards to the withdrawal request, Copenhagen323 cancelled it a few days ago and continue playing.

Kind Regards,

Slotimo

Thank you for the response, Slotimo Casino Team.

Dear Copenhagen323,

As your verification has finished successfully, I believe your main issue has been resolved. Do you require assistance with anything else?

Dear Copenhagen323,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Copenhagen323,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru