Slots & Luck Casino - Player struggles with withdrawal due to prepaid phone service.

So I'm asking for a phone bill so I can withdraw even though I withdraw before and I told him that my phone is prepaid so I have no phone bill and I proceeded to give them my phone payment history and they said that that's not enough that's not what they're looking for and they're not exactly telling me what they're looking for and I have to go through customer service just to get in contact with the compliance team and the compliance team is not contacting me back and I asked to talk to the manager they're not telling me anything they're just saying that I have to talk to the compliance team even though the confines team is not getting back to me and I did give him a PDF of a phone of my phone inquiry of like of me payment and then I also gave them a screenshot of my phone payment and it also proceeded to tell them that it's prepaid and I don't get a bill and they're saying that's the only thing I can give them which is ridiculous because I already completed the verification process the identity of process of that verification and they already paid me out first time first time was 150 and now that is 890 they don't want to pay me out even though I paid in Bitcoin and I did not pay in Visa which is a know your own the kyc so I don't understand what the issue is and nobody's telling me what the issue is they're just keep on having me go through a loop to talk to nobody basically and they're not talking to me telling me what can I use for alternatives. Can add attachments upon request

Dear taylorjames456,

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 casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed why specifically your phone bill is needed?
• Have you provided any other utility bills to verify your Address?
• Were your winnings accumulated with or without an active bonus?

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

So I have not I notified why I need a phone bill although I asked several times what is the possibility of an alternative like a bank statement or even a utility bill but they said no specifically I need a phone bill and nothing else even though I told you that I have a prepaid phone and my winnings were accumulated on a bonus but I beat the bonus status and I also was required to deposit money to withdraw because my first withdrawal was $150 and I actually won around 1300 but then when I went back to withdrawal I was only able to withdraw 8:50 before I deposit again to withdraw the rest which was underneath bonuses and real money I don't know how that works because I beat out the bonus but still somehow down to 0% I still have bonus money old but the $890 was not in bonus money was actually in regular funds cuz they have it separated I offered to provide any other alternative since I do not have a prepaid phone bill and I also asked what was the specific steps I need to take to through this phone bill if other people are getting phone bills for their prepaid phones and it's been real cloudy I have to talk to compliance but compliance never contacts me so I can only get a hold of support so I'm stuck in a triangle of run around for 3-4 months now since August

Thank you very much, taylorjames456, 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 taylorjames456 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots & Luck Casino for their help in resolving this complaint. We would like to know what documents the player needs to verify or how we can help resolve this issue.

Thank you!

Thank you

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.

Ok t

Dear taylorjames456, I was in contact with a casino representative and was told that the document you sent as the phone bill, was unable to be validated by the casino compliance team. Would it be possible to get the document in a PDF form or any other format similar to that? I noticed on your screenshot that there is a customer service in your service provider's app. Could you try asking there if they could provide you with an official phone bill document? You can then provide that to the casino as verification.

Thank you in advance for your cooperation!

Ok I can ask and try I will post what I can asap

Dear taylorjames456,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I’m trying to see about that phone bill because I haven’t been able to pay my bill but I can try again today

Dear taylorjames456,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.