SlotsandCasino - Player’s selfie verification is delayed.

I requested this payment ages ago and then two weeks ago they sent "Thanks for the documentation provided. However, the selfie received was not accepted by our verification system due to it being detected as edited or modified. In order to proceed with the verification, please provide a new non-altered selfie." I said I didn't know why they thought it was altered but sent another one anyway and have not heard from them since! Worried I've gotten scammed 🙁

Let me know if you want me to upload my documentation here as well or not.

Cheers,

Carly

Dear carlycrystals88,

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.

Could you please send your selfie for us to review to my email at tomas@casino.guru

Please. send the feedback you received from the casino regarding your recent attempts to complete account verification.

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,

Tomas

Dear carlycrystals88,

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.

Sorry I didn't see that request, I will send the selfies through now.

Thank you

I am sorry for the late reply.

Could you please also send the feedback you received from casino support? Send it to my email at tomas@casino.guru

Dear carlycrystals88,

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.

We’ve reopened this complaint at the request of carlycrystals88. We would like to allow this case one more chance to be resolved after we received the following message from the player:

"Sorry the emails went to spam folder, forwarding requested info below, thank you"

Thank you very much, carlycrystals88, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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. 

Dear carlycrystals88,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a SlotsandCasino representative to join this conversation and participate in resolving this complaint.

Dear SlotsandCasino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello Stefan and carlycrystals88. Thank you for your inquiry. We are addressing the situation with the department in charge. We will come back with an answer as soon as possible.

Dear SlotsandCasino,

Thank you for your response and the information provided.

Let us know as soon as you have any news regarding the player's verification.

Kind regards,

Stefan

Hello carlycrystals88,

We appreciate your post and patience as we investigate your concerns. Your feedback is valuable, and we are committed to addressing this matter transparently.

Upon careful examination of your account and the submitted documents, it has come to our attention that there were significant discrepancies and alterations in the provided documentation. Specifically, we noted issues with your selfie and proof of address. Unfortunately, these discrepancies are clear violations of our stringent terms and conditions, which are designed to maintain the fairness, security, and trustworthiness of our gaming platform.

As outlined in section 4.14 of our terms and conditions, SlotandCasino reserves the right to confiscate any pending cash or balance in an account in the instance of deceptive account or identification information. Given the gravity of these findings and our unwavering commitment to the protection of our players and the integrity of our platform, we had no choice but to categorize this situation as a case of fraudulent activity.

In accordance with our policies and section 4.14, we have taken the necessary steps to permanently close your account and confiscate any available funds associated with it.

We understand that such situations can be disheartening, and we empathize with any frustration you may be experiencing. However, it is our duty to uphold the highest standards of fairness and security for all players.

Should you require further clarification or have additional questions about this matter, we urge you to reach out to our dedicated customer support team via email. They are equipped to provide you with any further information you may need and to assist with any concerns you may have.

Once again, we apologize for any inconvenience this situation may have caused. Our ultimate goal is to create a safe and enjoyable gaming environment for all players at SlotandCasino.

Dear SlotsandCasino,

Thank you for your response and the information provided.

Could you clarify where is the problem with the provided selfie?

I am looking forward to your response.

Kind regards,

Stefan

Hello Stefan,

There are several issues with the ID provided. In example: You can see edges that appear to be pixalated as if they had been copied and pasted into the photo. The ID shows as photoshopped. Also there were documents provided that show to be altered by the use of Adobe Photoshop and a pdf editor. Stefan, if you can please provide me an email I can send you the information, I will be more than glad to do so.

The client has already been email and informed of it as well.

Dear SlotsandCasino,

You can send it to my email address stefan.m@casino.guru.

Please let me know here once you send me an email.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Hello Stephan.

I have emailed you.

We also emailed Carly, but she has not replied to our email.

Dear SlotsandCasino,

Thank you for the provided information.

Would you consider a verification call with the player via Skype?

I am looking forward to your response.

Kind regards,

Stefan

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.

Hello Stefan,

Thank you for your suggestion regarding a verification call with the player via Skype. While we appreciate your involvement and willingness to explore all options, we have reservations about proceeding with this specific approach.

Our internal verification software has already provided us with substantial evidence indicating that the player may have tampered with the pictures and documents submitted during the verification process. This evidence is a matter of concern for us.

Have you had a chance to reach out to the player to discuss the findings from the screenshots we provided? It would be greatly appreciated if you could give us insight into the player's response and perspective if you have contacted her.

Additionally, we have shared documentation demonstrating the discrepancies in the player's documents. We would be interested in hearing your expert assessment and comments on these documents. Your input will be valuable as we work toward a resolution in this case.

We appreciate your cooperation and assistance in this matter and look forward to your response and comments on the documentation we provided.

Dear carlycrystals88,

Could you state if you have edited the evidence provided to the casino?

I am looking forward to your response.

Kind regards,

Stefan

No I don't have photoshop or a pdf editor.

What are they referring to with "Have you had a chance to reach out to the player to discuss the findings from the screenshots we provided?". I haven't seen this supposed evidence so can't really explain whatever it is they're talking about.

Hello,

We did send you an email on 2023-10-11, which you have not replied to yet. Please review you inbox for this message.

There was no new information in that email, no screenshots or anything, just the same accusation with no proof.

I hope this email finds you well. We would like to address a matter of utmost importance concerning your SlotsandCasino account.

Upon reviewing your account and the documents you provided during the verification process, we have identified significant discrepancies and alterations in the submitted documentation. Specifically, we observed issues with the selfie you submitted and the proof of address documents. These discrepancies are in direct violation of our terms and conditions.

As outlined in section 4.14 of our terms and conditions, SlotsandCasino reserves the right to confiscate any pending cash or balance in an account in the instance of deceptive account or identification information. Regrettably, due to the fraudulent activities identified in your case, we have taken the necessary action to permanently close your account and confiscate any available funds associated with it.

We understand that this may come as disappointing news. However, it is our unwavering commitment to maintain a secure and fair gaming environment for all our players.

We sincerely apologize for any inconvenience this situation may have caused. Our ultimate goal is to ensure the integrity and security of our platform for all players.

Thank you for your understanding.

Dear carlycrystals88,

I have reviewed the documents provided by the casino, and it is clear that they are forged. I am afraid nothing can be done from our side as such actions are considered fraudulent.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Stefan