The player from Switzerland was experiencing difficulties withdrawing his winnings due to ongoing verification. After contacting the casino, the issue was successfully resolved and the player received his funds.
Slotman Casino - Player’s struggling to complete the account verification.
Amount: 75 CHF
Slotman Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi
Registered with Slotman based on your recommendation. Deposited 75CHF via Paysafe and immediately afterwards my account was blocked. Upon request from the support, I now have to go through a verification and confirm the transactions in order to get my money back. But it won't work because I can't prove a payment with Paysafe.
Deposit without any problems, but as soon as money has to leave the casino, a huge riot is immediately organized.
I ask for your help.
Automatic translation:
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2 years ago
Dear brate123,
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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2 years ago
Translation
Hi
First of all thank you very much for your answer.
But you misunderstood something.
I registered again and then paid directly via Paysafe without verification. After that I was immediately logged out of my account and couldn't play or log in at all.
In other words, I didn't make any profits, just paid in and didn't play at all.
I find it rude to have to verify myself when I haven't played at all.
Then why was the deposit approved?
I hope you understand my point of view.
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2 years ago
I see. So the disputed amount is the deposited funds and no winnings. Is that correct?
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2 years ago
Thank you very much, brate123, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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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2 years ago
Hi brate123,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotman Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear brate123,
We would like to help you get your funds back.
According to the information available to me, my colleagues have requested documents from you in order to make a refund. We need the requested documents for verification. Please provide us with the requested documents to support@slotman.com
Kind regards,
Support Slotman
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2 years ago
Translation
Dear Slotman Casino Team
I can send you the documents without any problems, but I don't want to put myself through the hassle.
This is because they allowed my withdrawal and blocked me right after I deposited.
I will send you the documents, but I will charge you for the administrative work involved.
Because when the player deposits, in other words they should receive money, everything goes very quickly and smoothly. But as soon as the player is somehow supposed to receive money, one is always stalled.
I offer you two solutions:
1 solution: They send me the money back WITHOUT verification and we both go our separate ways.
2 solution: They send me the money back + a compensation of 100€ for the administrative work I have to do because of the verification.
If none of the mentioned solutions suit you, I feel compelled to take legal action.
With kind regards
fry123
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2 years ago
Hi brate123,
I'm afraid no casino will pay you any administrative fees. You will have to pass the verification in order to get the refund or play games in the casino. Since you can "send the documents without any problems", as you stated above, I suggest you do so. It's a standard AML process.
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2 years ago
Thank you brate123 for the update. Please let me know when you pass the verification.
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2 years ago
Dear brate123,
Unfortunately, we did not receive an email from you. We sent you an email with the requested documents for verification. We kindly ask you to provide a response to this letter.
Kind regards,
Support Slotman
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2 years ago
Translation
What they have received nothing?! I have sent you all the documents, in response just send me the same message again what documents are needed. Later I got an email asking if I was satisfied with their support???
@CasinoGuru: Please explain to the provider that I cannot send a payment confirmation as I deposited via Paysafecard. You shouldn't offer the method if they need confirmation.
Automatic translation:
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2 years ago
Dear Slotman Casino team,
Since you need a payment confirmation for the deposit via Paysafecard, what exactly should brate123 provide as evidence? I believe you only enter a code when depositing via Paysafecard, correct?
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear brate123,
We emailed you so that you could get verified and get your money back. We sincerely want to help, please see the letter in the еmail.
Kind regards,
Support Slotman
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2 years ago
Thank you brate123 for the update and thank you Slotman Casino Team for your help.
Dear brate123,
I'm glad to hear that you received your funds. 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.
Best regards,
Peter
