The player from Germany has been waiting for account verification for over two weeks after uploading her documents. He is unable to verify his phone number and is not receiving responses via live chat, Telegram or WhatsApp. Additionally, the email addresses provided by the casino are invalid. After casino had been reached out to, the player's account has been blocked.
Slotmaniax Casino - Player faces communication and verification issues.
Amount: ??
Slotmaniax Casino
Safety Index:Above averageSafety Index
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7.6
Slotmaniax Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Beware!
I uploaded my documents for verification on the same day I registered. Over two weeks later, nothing has happened in my account for verification purposes. I am also unable to verify my telephone number, as I get the message that I should try again later every time. No one is responding to my messages or issues in the live Chat, Telegram, and WhatsApp. What’s weirdest or most suspicious is that the two contact email addresses for verification-related concerns and another important email address don’t exist, or the given addresses are not valid.
All this is very odd and particularly UNPROFESSIONAL.
In retrospect, I regret registering there and am now concerned about my data.
Be cautious with this casino!
Automatic translation:
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1 year ago
Dear thomaswagenzink,
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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that you uploaded all the required documents to your casino account? Do you have any pending withdrawal requests?
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,
Petronela
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1 year ago
Dear thomaswagenzink,
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.
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1 year ago
Translation
Hello Casino Guru team,
First of all, I would like to thank you for wanting to support me with my concern or problem and the resulting concerns regarding my personal data. And you understood exactly whether my documents were uploaded. I uploaded the documents immediately after registration. And I don't have any pending withdrawal requests either. The Telegram, WhatsApp and email messages that I wrote weeks ago have still not been responded to or replied to. Unfortunately, nowadays it is happening more and more that one in three people have their data stolen or misused due to hacker attacks. DATA THEFT, DATA MISUSE and data protection are very important and, above all, serious topics for me. I have never experienced anything like this at an online casino that doesn't respond or respond at all, even though they tried using three different contact options (Telegram, WhatsApp and email). I hope that you have a way to check and control this online casino. If everything is okay with the online casino and the problems and oddities I have stated have another cause, then I would be very happy and, above all, grateful for your help and support in clarifying my problem.
Thank you.
Best regards
Thomas W********
Edited by a Casino Guru admin
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1 year ago
Thank you very much, thomaswagenzink, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the 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, thomaswagenzink!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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1 year ago
Translation
Hello Casino Guru team (Pavel),
I'm really curious whether the casino will accept your invitation so that I, you or we can finally get an answer from the casino - I know what the truth is.
Thank you.
Best regards
Thomas W********
Edited by a Casino Guru admin
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1 year ago
thomaswagenzink, I have been informed by the casino that your issue has been resolved. Is it true?
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1 year ago
Dear thomaswagenzink,
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.
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1 year ago
Translation
Hello Casino Guru team,
the problem got solved.
I would like to thank you for your efforts and support.
Best regards :
Car zinc Thomas
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1 year ago
Dear thomaswagenzink,
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.
I would also like to thank the casino for their assistance with the issue!
Best regards,
Pavel K
Casino Guru Team
