The player from Austria had been waiting for a week for the KYC process to be completed by the casino. Despite having submitted necessary documents, the casino had not acknowledged or viewed them, resulting in a payout delay. After the player's repeated requests, the casino finally completed the verification process. However, the player experienced further delays with the withdrawal. After a week with no communication from the casino, the player finally received his withdrawal via bank transfer. We marked the complaint as resolved after the player confirmed receipt of his funds.
Slotmaniax Casino - Player's KYC process delayed, affecting payout.
Amount: €298
Slotmaniax Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
The casino has been unable, for a week (!), to complete the KYC process. They haven't even looked at the documents I submitted. Of course, without verification, there's no payout.
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1 year ago
Dear DiePartei,
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.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and 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
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1 year ago
Translation
Good morning!
I understand the KYC process, but it takes an unusually long time.
According to the chat it should take a maximum of 72 hours, but over a week has now passed.
I uploaded my passport and household bills.
Best regards
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1 year ago
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It has now been done after repeated requests from me. I will now make a test withdrawal. LG
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1 year ago
Thank you for your reply, DiePartei. I am happy to hear that the verification was successful. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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1 year ago
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Unfortunately nothing has happened since then. No payout, no response to email, live chat no longer exists either...
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1 year ago
It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.
Could you please advise when exactly you requested this withdrawal?
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1 year ago
Translation
It's been about a week now. But there is no communication at all now, that's a bad sign for me... Kind regards
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1 year ago
I understand. I would recommend that we give it another week. I will leave this complaint open, and if you do not receive the withdrawal, please let us know and we will intervene. Thank you very much for your patience and understanding.
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1 year ago
Translation
The money was transferred via bank. Thank you!
Best regards
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1 year ago
Dear DiePartei,
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.
Best regards,
Kristina
Casino.Guru
