The player from Brazil faced difficulties with Sloto Rush, which did not accept her withdrawal requests or verify her identity. She initially submitted incorrect documents for verification and expressed concerns about the withdrawal process after winning 240 reais. Despite the Complaints Team extending the response time and seeking clarification, the player did not reply to further inquiries. As a result, the complaint was rejected due to lack of communication from the player.
SlotoRush Casino - Player's withdrawal is delayed due to identity issues.
Amount: 240 R$
SlotoRush Casino
Safety Index:Fresh casinoSafety Index
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7.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
Sloto Rush is not accepting my withdrawal or my identity. I'm having trouble withdrawing my money.
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2 months ago
Dear Ntjoaomourantkk,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
When exactly did you send your identity documents to the casino for verification?
Could you please specify which documents you submitted and when you provided the casino with the most recent one?
Have you ensured that all the required documents were submitted as quickly as possible and in the correct format?
Also, did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hi Veronika, I had the wrong documents, but I sent them again, let's see if the casino will accept them.
About if my winnings were with bonuses, yes I won 10 free spins then I did the rollover and then I won 210 reais then I deposited the min which is 30 reais, and in the end it was 240 reais, but there have been others in the casino about withdrawing the money or identity so it makes me afraid of not being able to get my money out
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2 months ago
Thank you for your reply. Could you please clarify what you mean by having the wrong documents?
Which documents did you initially send to the casino when you first attempted to verify your account?
Did these documents belong to someone else, or were they yours but did not meet the casino's requirements?
