Slots & Luck Casino - Player faced restrictive ID requirements for validation.

After using a "no deposit bonus" to test the casino worth 100€, I ended up winning over 2500€. From the beginning, I knew that the withdrawal limit was 100€, as it was clearly indicated in the bonus information.

After meeting the wager requirements, I tried withdrawing the permitted winnings - 100€. It took 5 days (through cryptocurrency - the sole method of payment and withdrawal) for them to begin the validation process (which takes even longer, about 1 or 2 days), during which they requested that I send in my passport for identity verification.

They don’t accept any other document as proof of identity, even though I was willingly offering to send my National ID card, Driver's License Card, etc.

In their Terms and Conditions, they don’t mention the exclusive need for a passport, nor do they state that they do not accept any other government-issued document from your country.

In fact, the site's verification process itself accepts a National ID card or Driver's License, which is later invalidated by the casino’s compliance department.

This is clearly a case of omission of information in the Terms and Conditions, which they then use as a procedure for not paying out the winnings. In other words, it's a SCAM!

Out of all the casinos I've used, this is the only one to date that has asked for a passport and rejects any other proof of identification.

Dear gilfranc,

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.

Could you please clarify why providing the passport seems to be the problem? Do you not have it? Have you provided all other required documents?

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,

Kristina

Hello Cristina

I understand the KYC procedure and recognize its importance.

My issue with this casino has to do with the fact that they use KYC to avoid paying out winnings.

Nowhere in the terms and conditions does it mention that customers from the European Union have to identify themselves with their Passport to complete the KYC process. The verification process on the website works with ID cards and driving licenses, even though it recognizes my nationality. It is later canceled by the casino who asks me to repeat the process again by uploading the passport.

I don't have a passport, as it is a document that you only need if you travel outside the European Union and there is an issuance cost. I never needed it, so I don't have it.

I offered to send another identification document but they didn't accept it, they only accepted the Passport.

I don't understand why the passport is required and the Portuguese (and European Union) ID Card is rejected, considering that the same passport is issued through the Portuguese/EU ID Card.

Thank you very much for your reply, gilfranc. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina.

Sent to your e-mail. I lost the website chat with the support, but it´s basically the same info sent by e-mail.

Thank you very much, gilfranc, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi gilfranc,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slots & Luck Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the national ID of the player wasn't accepted for the verification? I'd like to point out that citizens of the European Union countries aren't obliged to have passports and the main identification document in Portugal is a national identity card called Citizen Card.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia