SlotoRush Casino - Player’s document verification is delayed.

The casino does not have decent support. I am experiencing various problems, ranging from login issues to document verification problems. They take 5 days to respond to each email and 3 days to reject the documents I send. I take new photos, and they get rejected again. I have been trying to resolve this for over 10 days, and the casino shows no respect for the customer. It's completely discouraging, and I've lost all desire to use their services. I have sent documents that other casinos, where I have accounts, accepted without issues, but not Slotorush.

Dear jheymesmoreira66, 

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 take 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 did you send the last one?

Has any of your identity documents been approved by the casino, or have all been rejected so far?

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, 

Veronika

Since the 29th, I have an account in more than 50 casinos all have accepted my kyc, slotorush refuses not for security reasons but for me to lose patience and leave aside or spend my balance a casino that has no preparation to accept kyc efficiently is not giving a damn about the customer only about the money, who in their right mind will want to return to a casino that does not have a minimum of preparation to speed up the basics, I am here to try to resolve the issue and more than anything repudiate this precarious format of theirs, they sent me an e-mail after many e-mails that I sent, I answered on the spot trying to resolve or have information on the reason for refusing and they take 3 days again to answer me and never answer my questions, they answer things without any sense to my doubts

I understand your frustration, but please try answering my questions so that we can investigate your case and assist you effectively.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Has any of your identity documents been approved by the casino, or have all been rejected so far?

Have you provided all the required documents as soon as possible and in the correct format? 

they accepted the proof of income and refused the ID 2 times, I took new photos and sent them 6 days ago and today there is still no reply.

the rg has not yet been verified since the day I opened this call

Could you please forward me the ID you sent to the casino for verification?

When was the last time the casino communicated with you?

Where can I send it to you? I can't do it in open chat, they haven't answered my email in 10 days.

I've been in touch for 19 days trying to resolve the problem and 10 days later I've received no reply or verification.

I apologize, I forgot to mention my email address: veronika.l@casino.guru. Please include all the communication between you and the casino customer support as well as any other evidence that could be relevant to the investigation of your case. Thank you for your patience and cooperation.

Done

Thank you very much, jheymesmoreira66, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear jheymesmoreira66,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I have reached out to SlotoRush Casino's representative through an external channel and am currently awaiting their response. As this is the first complaint we’ve received against this casino, I cannot predict their level of responsiveness or support. Nevertheless, I remain hopeful that they will address the issue and provide the necessary assistance.

Best Regards,

Kubo

Hi jheymesmoreira66,

Sorry for the long reply in this chat, as we just opened an account on Casino.Guru today

So, regarding the photos of your ID, they were not accepted as the data on the ID was illegible. The Customer Support Manager notified you of this on 06.08.2024 and asked you to re-take the photos where the data would be clearly visible.

Today (26.08.2024) you uploaded new photos of your ID and Customer Support has confirmed that the images are now and legible. Your KYC has been successfully completed.

We apologize for any inconvenience caused and hope you enjoy playing at our casino!

Should you require further assistance, please do not hesitate to contact our dedicated support team.

Dear SlotoRush Casino,

Thank you for an update on this case.

Dear jheymesmoreira66,

Could you please confirm whether your account is now fully accessible and if your issue has been resolved?

it worked. Thanks casino guru,, now let's see if it doesn't take another month. It's a blast to pick up

Dear jheymesmoreira66,

 I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo

Hello everyone,

We’ve reopened this complaint at the request of jheymesmoreira66. Although the verification issue has been resolved, we have identified an additional problem concerning the player's withdrawal.

Dear jheymesmoreira66,

Could you please provide the amount you attempted to withdraw?

I tried 130 then 100 then 30 which is the minimum

I even rolled over the deposit because I thought I needed it

Hi jheymesmoreira66,

Thank you for your message!

The minimum withdrawal limit is 50 eur per transaction. You can read about this limit and other terms & conditions on this page - https://slotorush.com/terms-and-conditions.

If you have any other questions, feel free to contact our support team.

Best regards,

SlotoRush Casino

So. But it says a minimum limit of 30 reais, could you return my deposit, I don't want to use the casino anymore. I feel wronged by your system. It inhibits the truth. To the customer

in each withdrawal method there is a minimum withdrawal limit required which is the standard that the client follows, the bonus I won from the house of 3 reais I turned into 900 and I was limited to 100 euros which "would be 20 euros". first a lie because 20euros is 120 and they took the 20 reais away from me too, then I had a problem with the documents, now that I have deposited for withdrawal there is this rule of 50 euros added recently and in each withdrawal method there is a minimum limit required so please can you give me back my 30 because I am poor and I need it, and you can keep the rest of the account I can even delete the account in your casino after that and casino guru please lower the rating of this shitty company that has the sole purpose of subjecting the customer to error and withdrawing any pennies that he has, in this case they act in bad faith with false information for the customer to fall into error and end up being the fault of the same.

it shouldn't have said to withdraw 30 euros when the rule is to withdraw 50 euros, this is consumer deception please refund my deposit.

Dear jheymesmoreira66,

The withdrawal limits you see are determined by our payment provider. While the provider allows withdrawals starting from 30 BRL, we have set a minimum limit of 50 EUR. Unfortunately, we are unable to make exceptions to this policy for any players.

In response to your concern about the 'recently added rule' regarding the minimum withdrawal of 50 EUR, please note that our Terms & Conditions were established prior to the launch of our platform and were approved by our regulator (Antillephone N.V.). We are not permitted to modify or add to these Terms & Conditions after they have been approved by the regulator.

Regarding the document verification you mentioned, the Customer Support Manager informed you on August 6, 2024, that the photos you submitted were illegible and requested that you provide clearer images. Unfortunately, we did not receive a response from you until 20 days later. Once you submitted legible photos, the KYC process was promptly completed.

Overall, we understand your concerns and have referred your case to our customer service department for a more detailed review. Thank you for bringing this to our attention, we value your feedback!

dear slotorush , you speak beautifully but you do not speak the truth, about the documents that no longer come to the case I tried week after week periodically and after 4 times refused different photos accepted after this complaint was answered by you, about the term and rules all right I have no property to say when they were released but that until today there is no translation into my language in this link, what I want to solve are two things can extinguish my deposit because I will no longer use your casino and another question if I deposit the rest of the amount to complete 50 euros do I need to make any rollover on the deposit made ? because my wish is not to defame your casino but to solve my problem where every problem solved appears another worse, but I leave explicit to casinoguru to unfortunately lower your rating for unfair rules. if you want to serve all countries you have to adapt to the country 50 euros is 1/4 of the minimum wage here and if the provider says one thing and you put another withdrawal rule you have to adapt to the provider or the provider adapt to your casino, this part so that no customer is deceived again, another question I don't bet my real money on casino or live casino only on sports is there any chance that in the future you will add this session to your casino ?

Hi jheymesmoreira66,

According to our records, you also received a No Deposit Bonus, which has converted into 100 BRL. As stated in our bonus terms, the minimum amount for withdrawing winnings from no deposit bonuses is 150 BRL. (https://slotorush.com/pt/bonus-terms)

Your current balance, after your deposit of 30 BRL and the completion of wagering, stands at 140.21 BRL. To proceed with a withdrawal, you will need to make an additional deposit of 10 BRL. After doing so, you should be able to withdraw your funds successfully.

We hope this clarification helps.

Regarding sports betting, we currently have no plans to introduce this option in the near future. However, it may be considered at a later time.

If you have any further questions about withdrawing funds, please don’t hesitate to contact our customer support team.

Hello, that's great news. I don't need 50 euros, can I get 150 reais?

But not the limit. Is it 50 euros? Or have they adjusted the br limit to 150 brl?

look 175 and no. You want to know...

I managed to get it up to 175 and it still won't go away

i understood that the minimum withdrawal with balance made through the bonus was 150 brl that i saw in the terms and conditions that you sent me but doing a test here the same message appears even if i put 185 reais (even having 175brl) the message min withdrawn limit reached appears, and if i put 186brl another message appears that means i don't have the balance of 186brl so maybe if i make 186 of bankroll maybe i can withdraw because i changed the basis of the withdrawal restriction message, in fact what you told me about the bonus terms and conditions rule must be canceled by the slotorush terms and conditions rule because the terms and conditions ask for a minimum of 150brl but slotorush asks for a minimum of 50 euros for the terms and conditions, in this case I now have 175brl and the information you gave me about the bonus terms and conditions is invalid or false because even with a balance higher than 150brl I still can't request a withdrawal.

Dear SlotoRush Casino,

I am also a bit confused and need clarification. Will the player be able to withdraw the funds if their balance is less than €50 (approx. R$310) after making an additional deposit of R$10?

Hi,

The minimum withdrawal amount for winnings from no deposit bonuses is 150 BRL. This minimum only applies to withdrawals specifically related to no deposit bonuses.

Additionally, we are currently considering reducing the overall minimum withdrawal on the platform from €50 to €30. Once a final decision has been made, we will promptly inform Casino Guru.

Regarding jheymesmoreira66 withdrawal request, it should be processed successfully. Please try again and let us know if there are any further issues.

hello kubo hello slotorush casino, actually today 03/09 the withdrawal request of 160 reais brl was successful, I believe that there must have been some bug in the system about the withdrawal rule of 150brl or + I will ask you to leave the case open until the balance falls into the account to see if there was a problem during the withdrawal, but for the rest I thank both parties for helping me to withdraw the amount and for their patience to solve this case, I thank slotorush for rethinking their rules system and I wish a great future to both sloto and guru.

Dear SlotoRush Casino,

Thank you for your clarification and for considering lowering the minimum withdrawal amounts. This is a positive step toward enhancing both the user experience and the overall user-friendliness of your platform.

Dear jheymesmoreira66,

I’m pleased to hear that you were able to successfully request your withdrawal. The complaint will remain open until you confirm that the funds have been received. Please keep me informed once this occurs.

hello kubo i hope you're ok , as soon as it goes down i'll update the case here thanks again for your help

good afternoon, earlier today the money fell into my account, everything is fine thank you once again casino guru for mediating this case, and thank you slotorush for resolving my outstanding issues.

Dear jheymesmoreira66,

Once again, I’m delighted to hear that your issue has been successfully resolved. I will now mark the complaint as "resolved" in our system.

Thank you for your cooperation throughout this process. If you experience any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services has been positive. Although we don’t charge fees or accept tips, your feedback is incredibly valuable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review and any suggestions for improving our complaint resolution and mediation process would be immensely helpful. Your feedback can assist others who are seeking support with online casino-related issues.

Thank you in advance for helping us enhance our services.

Best regards,

Kubo