SlotsandCasino - Player’s struggling to complete KYC verification.

They keep saying that my validation photos are too blurry but they are not.

Dear Oink,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. It is crucial to provide all documents in the best possible quality.

Could you please advise which documents you provided?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Ok so I sent them a whole new set of photos and they haven’t done a damn thing … why is verification so important? I never had to send photos . Hell on bitstars I never even entered my name an I could get what’s rightfully mine . So I ask agai . Why is verification important. I think verification is code for an excuse not to pay instantly. I never again will play at an online casino that requires such documentation. After sports and casino completes this transaction. It will be my last .. I sent them this

Now they say that my documentation was accepted but that they cannot give me a time frame for payment because a third party handles their withdrawals

Your payout is being processed. As soon as it is ready to be sent you will be notified immediately via email.

Trixie - 7:20 PM

Thank you

You - 7:21 PM

May I help you with anything else today?

Trixie - 7:21 PM

When will it be ready

how are you preparing to pay me what does that mean

You - 7:22 PM

While we can't always provide specific dates because we do rely on our third party processing solutions. Our Payouts are generally much faster so you should anticipate receiving it shortly.

Trixie - 7:23 PM

this payment will be my last transaction with this company. What I don’t understand is why you all rank them higher than bodog group casinos . I get paid in less than an hour with them . These guys ar wretched

Thank you for your replies, Oink. It’s quite usual for 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.

We usually give casinos at least 2 full weeks to process each payment. I will leave this complaint opened and if there is no development within this time frame, we will intervene. Please, keep us updated in the meantime.

We are on week 2 now

Saturday will be 14 days… ok tha for your help

Still no transaction! This makes 14 business days and or 2 and 1/2 weeks

Thank you very much Oink for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Hello Oink,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite SportsandCasino.com to join the conversation and to aid in the resolution of this complaint.

Dear SportsandCasino,

Can you please provide an update regarding the player's withdrawal?

Kind regards,

Adam

Thank you, Oink, for the additional information.

Dear SportsandCasino.com,

According to the transcripts provided above, you have previously told the player that their account was missing one document only, and when that has been received you have then asked for more. Please clarify exactly what is needed from the player to be able to complete verification and process their withdrawal.

Hello Oink. We do have to go to several verification processes in order to make sure that we are definitely sending the payment to the correct person. This is for the player's protection as well as the casino's protection. We are sorry that the process was not as speedy as you were expecting.

This being said, checking your account, we are able to see that the payment was sent today. Please confirm with us that you received it.

I got my money just now. Want a tip before I loose it playing cards?

Send me a Bitcoin address Adam.. and thank you for the help

Dear SportsandCasino,

Thank you for your response and for clarifying the situation.

Dear Oink,

Thank you, but Casino Guru's services are free.

I am glad to hear that the issue has been resolved and you have received your payment.

I will now close the complaint as 'resolved' in our system and wish you all the best for the future.

Kind regards,

Adam