Slotman Casino - The player's verification is stuck.

I have done everything asked of me, KYC, wagering requirements and deposit requirements, however they refuse to finish the kyc stage and my withdrawal has been pending for 9 hours

Hello Davidbongal,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Slotman Casino. Allow me to ask you a few more question before we would move forward.

When exactly did you begin the verification process? Did you upload your documents through website or sent them by e-mail?

Note, that we recommend at least 14 days to wait for the verification and first withdrawal request to be processed. If it's pending for only 9 hours, be sure to wait at least end of the next week for any update.

Please forward any screenshots and relevant proof to nikolas.b@casino.guru.

Regards,

Nick

I began the verification process yesterday night and through the website yes. I feel as though they could be doing more and are deliberately taking longer because of the sum in question.

They closed my account and will not pay me

Dear Davidbongal,

It is common in some casinos to close the account until you fully verify yourself. Are they still responding to you? Did you forward all the requested documents?

Hello they have withheld the funds stating I have multiple account? Can you help

Hello is anyone there to help with my claim?

Hello Davidbongal,

Did they send you any proof of having multiple accounts or explained it in any way?

No, they sent no proof or did not give any explanation, where do I stand when it comes to the confiscated funds?

They said duplicate accounts under article 10.3 of their terms and conditions warrent confiscation of the €1900, however it's a different household associated with the other account and a different isp and ip address was used?

Dear Davidbongal,

In case the account belongs to completely someone else, with their own personal information and own payments, they should not have closed your account. We accept multiple account's accusations only when a single person creates more than 1 account. Could you please forward the communication between you and the casino to nikolas.b@casino.guru?

Regards,

Nick

What is the correct email address sorry?

Hello David,

The e-mail is: nikolas.b@casino.guru - I've already received 1 e-mail from you. Is this e-mail before the duplicate account accusation or they are now willing to pay you out? Are there any other conversations with the casino?

They agreed to pay my initial deposit

But nothing more I'll send all the emails asap, in total I've received €20 euros

Hello?

Hello Davidbongal,

Thanks for all the e-mails and sorry for the late reply. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it and I hope we will be able to help you out.

Regards,

Nick

Hello, Davidbongal,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slotman Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slotman Casino Team, could you please provide an explanation of the player's situation from your point of view? Why were the player's winnings confiscated? Do you have any evidence supporting this accusation?

It is possible to share the data directly here, with your answer, or by sending them via email (branislav.b@casino.guru). Please note that sensitive data are not visible to the public.

Thank you in advance for providing the information.

We would like to ask Slotman 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 will have a negative impact on the casino's rating.

Hello everyone!

The player has a duplicate account for the same personal data with a no deposit bonus.

The confiscation was carried out correctly, accordance with the terms and conditions and is not subject to revision.

Details sent by mail branislav.b@casino.guru

Best Regards,

Slotman Team

Greetings all,

Thank you, Slotman Team, for your reply and the explanation. I confirm I have received your email. I replied a while ago and requested more additional details.

Dear Davidbongal,

In case you really used duplicate accounts with the same personal data and redeemed the same bonus on both accounts, I am afraid we cannot help you in the matter.

Hi all,

I haven't used duplicate accounts, the one I won the money on is the only account I have!

Dear Davidbongal,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using the same no deposit bonus in both accounts. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.

Thank you very much, Slotman Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru