Slots Empire Casino - Player's struggling to verify.

Verification process...I started the verification on August 19th. It took a week to answer my e-mail. The verification dept. asked me to resubmit my documents they could not see the casino logo on certain documents also my credit cards were blurry. So I did that day Aug. 26th. Since then 1 credit card has been targeted as being blurry and I have submitted 6 -8 photos of it and all have been rejected as being too blurry. Honestly I can read everything on the card from my side and I do not know what is unreadable. It is a well used card and yes it is not really easy to read...however I have enlarge it and send every possible copy I can...they still say it is blurry. Also it doesn't meet their technical standards. I don't know what else to do???

Dear LauraP69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal in this casino?

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Nick

Yes it is my first withdrawal from this casino. I have withdrawn from three other casinos in the last 6 months using this card. However Slots Empire has a red warning sign on the withdrawal page so you have to wait until verification process is over before anything else can be done. I received a request to verify my bank account on Aug. 4th. But nothing else so far.

Above

Could you please advise how many times were your card refused for verification? Did you try to send them again or explain them your situation? Also please, if you have any conversation or proof send it nikolas.b@casino.guru.

Best regards,

Nick

Nick...I received notice this morning Tues. Sept. 8th that the validation process was complete. I was able to put in for a bank transfer of my winnings $748.69. I will being patiently waiting to hear from Slots Empire when and if this is processed. Thank-you for your assistance in this matter. Laura

Nick...I received notice this morning Tues. Sept. 8th that the validation process was complete. I was able to put in for a bank transfer of my winnings $748.69. I will being patiently waiting to hear from Slots Empire when and if this is processed. Thank-you for your assistance in this matter. Laura

Dear Laura,

I'm glad to hear that you case is moving forward. Please let us know when you will receive your winnings. I'll extend the timer by 7 days.

Dear LauraP69,

Is there any update regarding the case? Please note, if you will fail to answer to us we will be forced to reject the complaint.

Best regards,

Nick

As of yesterday Sept. 15th it has not made any progress. I did receive an email from assistance stating the billing dept has a lot of cash withdrawal request they are dealing with at this time. They would get to mine as soon as possible. They still haven't given me an approval. It has been over 27 days since I started this whole process???

Hi Laura, This e-mail received Wed Sept. 16th

It’s our pleasure to announce on the approval of your request.

Please check more details in regards to your payout below:

Payout amount - 300 USD.

Receipt time - approx. 10 business days

Sent to the card ending with 2818.

Please take into consideration that the assortment of promotions available, maximum payout amount and payment approval times are determined by the Customer Level that depends on the range of crucial factors:

https://slotsempire.com/en/terms/Credit scores

Deposit type and frequency

Customer’s reputation with Slots Empire Casino, as well as with other casinos

Duration and outcome of gaming sessions

Wager frequency

Adopted payout methods

The frequency of reversing payouts

Membership duration

Wed 9/16/2020 7:15 PM

--------- Forwarded message ---------

From: Slots Empire Casino - Billing <billing@slotsempire.com>

Date: Wed, Sep 16, 2020, 11:15 AM

Subject: [KT#36545581] Payout details

NOTE: This is a letter I received the amount is much less than the $748 I originally won. However with all the terms I now see why my winnings have been limited. What credit scores has to do with it...I don't know??? So enough said I have learned my lesson NO MORE DEPOSITS WITH SLOTS EMPIRE. Thank-you for listening. LauraP69

Thank you for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I doubt they do anything else. They have these rules in place for bonuses received. Even though the original amount was $808. They had already took out $60..now an additional

$448. That leaves me with winning $300. There is no reason to play here since you really can't win. Thanks for your help.

Hi Laura,

I'm taking over your complaint. If I understand the situation correctly, you only received $300 out of $808 due to a maximum win cap? I found the following in the casino's T&Cs: The bonus has a maximum cash out of 30 times the deposit. If you deposited $10 and played with a welcome bonus this would make sense. Is this the case?

I deposited $35 on 8/16 and yes it was with a bonus. I do understand bonuses will lower winnings. But I have played with other casinos and when you put in your cashout it displays exactly what you will get. I waited over 4 weeks for this casino to decided what they were going to do. With all their rules for winning including credit scores??? I will not go back again. Thank-you for your assistance.

Sat. Sept. 19th Update on this issue. I received in my bank this morning 8 transactions in increments of around $35. + change. Total $283.00 This is the strangest way I have ever received a cash out from any casino I have ever won at. However it was from Slots Empire billing dept. Then they placed the remaining $448.69 back in my casino account??? Which according to my calculations is $17 short from the $300. No big deal...however I did sent a email to their billing dept. asking what I am suppose to do with the funds in my casino account? If they have paid my cash out from this amount I see no valid reason for playing casino games and try to win anything? I was told by their assistance dept. that I could request another cash out. But they did not know for sure just to contact billing. I don't believe there is any easy answer to this strange situation...Just see what they say.

Hi Laura, thanks for the update. I agree, this is a curious situation. Please let me know when you receive a reply from the billing department.

I will Peter...right now no one has responded to my e-mail. It usually takes them a week or so to send me an email with some detail. As long as I have been dealing with them...I have only received about 3-4 emails. But I will let you know when I receive any kind of communication.

Hi Laura,

I found the following term in the casino's T&Cs:

"All payouts from Slots Empire Casino are limited to $2,500 per transaction. This limit can be adjusted by the Casino, according to the Customer Level, or as per a mutual agreement with the Customer’s VIP host."

I don't see any reason why the casino should pay you the winnings in smaller installments since the amount $748.69 is obviously below the $2500 limit.

Peter..this whole episode has been so strange. However I went to the casino website and logged in to my account. They have not sent me an email but I did see where a wire transfer of $448.69 is in progress. I will let you know when this is complete. My outlook as if now is that I believe this casino may have had a run on cashouts and did not have the cash available to pay everyone at one time. So being I do not have the "customer level" as some others may have I was placed at the bottom of the list.

Hi Laura,

Has there been any progress?

No I emailed billing on Thursday Sept 24th and have had no reply. They have been extremely slow responding to any email. I will let you know.. they should answer me this week. If not I will go to their website and use "chat."

I see, thank you, I will set the timer to 5 days.

Well I spoke with "chat" today and got nowhere. Brian told me each request is listed as new and needs to go through the 5-6 business day waiting period. I pointed out to him that their billing department separated my request not me so it should have gone right through. He said because the amount was so large they had to separate the payout so the process would go faster. I thought to myself if this is fast how long would a larger request have to wait??? The date on my pending payout is Sept 21st so I would say 5 business days have gone by. So just maybe I will get the balance soon....who knows???

Hi Laura,

I have contacted Billing Department about the case and was informed that initially documents were not submitted in readable quality, therefore, they were requested and upon receipt of all required data - customer's account has been validated.

Due to the fact that the company was changing wire payment solution, the first payment has been processed to the card used in order to avoid any delays. The next consequent payment has been sent to bank wire according to client's preference.

Regards,

Slots Empire Team

Thank you Slots Empire Team for the reply.

Laura, please let me know when you receive your funds.

On Wednesday Sept. 30th I received an e-mail stating my withdrawal of $448.69 had been approved and would be sent wire transfer to my bank. It would take 5 business days to received. So that will be about Tuesday or Wednesday of next week. So we shall see...I thank you for all your help.

UPDATE: Just to let you know I received the requested amount of $448.00 in my bank this morning. I appreciate your help in this matter Thank-you! However I will not go back to Slots Empire. Even after clearing my validation problems it took them from Sept. 5th to Oct. 5th to receive the payout I requested. I am a patient person but really a month??? I was sent all their rules for payouts including credit score...I was not asking them for a loan...so what that has to do with me winning I have no idea?? Thanks again.

Dear Laura,

I'm glad to hear that you received your funds and understand your decision. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter