The player from Italy is experiencing difficulties completing the account verification but after investigation his account got verified and he received his winnings.
Sloto'Cash Casino - Player’s struggling to complete KYC verification.
Amount: €180
Sloto'Cash Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
I sent on 21/09/2020 and subsequently 28/09/2020 all the documents requested (identity document, selfie and bank account) and I still have the unverified account with the amount indicated to withdraw. Every week they come up with an excuse not to verify the account. They even contested the validity of the photo of my identity document (European driving license) saying that it has expired (the license was renewed in 2012 and expires in 2022!). I sent all the documentation again today asking for the validation of the game account but I doubt that they will proceed positively in the validation of the same.
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4 years ago
Dear Igor,
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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.
If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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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4 years ago
Translation
Hello, I have attached all the documents sent to the casino in question and they are of excellent quality and legible. They dispute the photo that is expired to them, it is not clear why an expired photo also infects a valid identity document. I sent him a selfie and clearly the photos cannot be identical as they are taken in different periods! On the other hand I have no other documents to show at the moment because the passport has expired a few days ago and I have never renewed the identity card having the driving license ... I just know that every time I speak to the assistance they say they have patience ... But after almost a month the same is ending ... Everything has a limit!
Edited
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4 years ago
Thank you very much, Igor, for your reply. I will now transfer your complaint to my colleague Viliam 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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4 years ago
Hello Igor,
I looked at your complaint and will do my best to help you. I would like to invite Sloto Cash Casino into this conversation. Can you please specify what is the problem with player’s verification?
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4 years ago
Hi there,
The player's cashout is currently pending and should be processed soon.
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4 years ago
Translation
Hi Viliam, the problem still unknown to me was most likely related to the photo that according to them had expired while the document did not (expires in 2022!)? Therefore it is not really clear why they delayed the verification and consequently also the payment. In the end, however, they solved this problem. I thank you and all the team for the assistance received. Sincerely.
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4 years ago
Dear Igor,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.
Best regards,
Viliam
