The player's winnings were voided for using a 3rd party payment. The complaint was closed as the player stopped responding.
Slotsgallery Casino - The player's winnings were voided.
Amount: €600
Slotsgallery Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Ladies and Gentlemen
I have sent my documents to the casino. My bank statement was rejected because my name does not appear on the bank statement. However, it keeps getting rejected and my winnings are not paid out.
I ask for help.
Automatic translation:
Public
Public
2 years ago
Hello Klaus91,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotsgallery Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Do I understand you correctly that you have used a 3rd party deposit into the casino?
Looking forward to your answer.
Regards,
Nick
Public
Public
2 years ago
Translation
Hi Nick,
I made a deposit via Sofort Banking. Slots gallery wanted all documents (ID, confirmation of address) and confirmation of transfer. It should contain the Iban, name of the recipient, amount and my name. All information is there EXCEPT my name. The casino cannot accept that. I wrote to them for the last time today, but never got a response. Instead, my bank statement screenshot is rejected. All documents have been approved so far. ONLY NOT THE TRANSFER CONFIRMATION.
I ask for help.
Automatic translation:
Public
Public
2 years ago
Hello Klaus91,
Can't you request your bank/payment provider for such a documents which would contain your name? I can fully understand the casino's point of view as the name should be one of the main details there.
Public
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2 years ago
Translation
Hi Nick,
I spoke to the bank and sent a deposit confirmation dated 26.08 to the casino. Just like they wanted. They wanted the 26.08. to have. That's what it said in their email.
When I did that, the payout was rejected because you now have a deposit receipt from 31.08. want to have
What am I supposed to do now? I'm slowly getting enough. I paid 8 euros to have my bank send me the extra. I can send you the receipt.
Automatic translation:
Public
Public
2 years ago
Hello Klaus91
As long as the casino still requested another document, there isn't other way to finish the verification or make if faster, you will have to provide it. Let us know once you did send them everything and what is their respond on it.
