Sloto'Cash Casino - Player’s struggling to complete account verification.

I won a decent amount at slotocash, I did play with a bonus but I completed the play through. I submitted my documents for my account to be verified two weeks ago. Have only heard back once to be told I have to resubmit my id because of a Glare and that the waiting period which is supposed to be 3-5 business days starts all over again. They are extremely unhelpful when contacting support to ask about it.

Dear Courtney,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

No I do not know what exactly the issue is. All they will say is that they have had a bunch of winners lately so more accounts to review. I guess I understand wanting to verify identity I just feel that this may be a stalling tactic and they’re hoping I spend what was won on playing instead of withdrawing.

Thank you very much, Courtney, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@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.  

Hello Courtney,

I will assist you with your complaint from now on. Do I understand correctly you already resubmitted your documents and you are waiting for the casino to process your request? May I ask when did you resubmit the documents? Much appreciated!

I resubmitted the document on March 8, so a week ago.

Thank you, Courtney, for your reply.

We would like to invite Sloto Cash Casino to join the conversation and to aid in the resolution of this complaint.

Dear casino team, could you provide insight into what's causing the delay?

We would like to ask Sloto Cash 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’.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I am very sorry I couldn't help more, and I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We've received a message from the casino representative:

"Hello there,

I apologies for the for the delay, we have not been receiving any notifications there's an open complaint. In regards to your complaint, your account is verified. "

Dear Courtney,

Could you confirm whether your account has been verified?

Dear Courtney,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hello all,

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.