Slotpot Casino - Player's verification delays withdrawal.

On November 16, my withdrawal was rejected because I had to verify my account, so far so good.

On the 16th I sent the documents required by slotpot and to this day I have had no information/update on the account verification. When I try to make a withdrawal I get the following message: Your account is in verification mode. Please contact customer support.

Every time I try to contact support, I get the same automated response: 

'' I understand that the wait for your account verification to be completed has been longer than expected, and I appreciate your patience. 💚

We are dependent on external parties for certain verification checks, which can sometimes cause delays.

However, our team is actively working on this, and we aim to resolve it as soon as possible. We don't have an exact timeline, but rest assured, you will be notified immediately once the verification is complete.

Thank you for your understanding 🙏''

If you can help me and get in touch with them, I'd be grateful, thanks in advance!

Dear Pimpim,

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. 

• 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

This is the answer I was told... However, I think 3 weeks (since 16th november) for them to verify the account is more than enough. 

Thank you very much, Pimpim, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Pimpim for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotpot Casino for their help in resolving this complaint. We would like to know why is this verification process taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Small update: Tried to contact live support two days in a row - no luck, they are not answering live support / emails

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. According to the casino site, the casino is licensed by the Curaçao Interactive Licensing Authority (helpdesk@curacaolicensing.com) but we are unable to verify that. I recommend you contact and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

I would like to thank you for your willingness to help me.

Unfortunately, this was not the result we wanted, but slotpot does not cooperate with its players and does not want to pay out the winnings.

That's 1753€ that I can't cashout of the casino and most likely never will, they will continue to ignore every time I try to contact them.

Thanks again.