SlotsandCasino - Player’s struggling to complete the account verification.

I requested a withdrawl from them for 150 dollars. My last deposit was bitcoin. They have been giving me the runaround requesting docs. I have submitted them all. Now they want pictures of a card I used months ago that I no longer have. I have sent pics of my current debit card that was issued when I lost my old one. Now they are saying they want me to take pics of my bank statement to somehow prove that the old card I used was mine. I requested that a manager call me. But they refused and said they dont make phone calls. I am really getting irritated by this place. Please help

Dear Tom,

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

Do I understand correctly that verifying your old payment method seems to be the only obstacle standing between you and your winnings? Was your account previously verified or this is a first attempt to withdraw winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I have fulfilled all of the requested documents at this point. Even the pictures of both of my old canceled cards. I am now awaiting an answer or payment. But yes when I wrote to you all that stood in the way of payment was pictures of my old cards or bank statements verifying my cards. Of wich I find it pretty much bullshit because at the times in the past when I used the cards they had no problem accepting the money without verifying them. But my last deposit was made in bitcoin and my request was for bitcoin withdrawal. So what is the point of needing credit cards that are no longer usable? Seems to me they are just looking for any reason to not pay.

So I have fulfilled the requirements but now they need another 24 to 48 hours to verify the documents. My god! Talk about dragging their feet.

I fully understand your frustration, Tom. I will set the timer for additional 4 days and if there’s no development by Wednesday, we will intervene. Let’s stay positive and allow some time to casino to check the provided documents. Thank you in advance for your patience.

I finally got them to pay and they paid some bitcoin address that is not mine. I dont know what to do now. I am totally without any idea of what to do.

How did you find out that the payment has been sent to the wrong Bitcoin e-wallet?

Dear Tom,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.