SlotsNBets Casino - Player’s struggling to complete account verification.

I contacted recently asking what else I needed to send to verify my account and I instantly had a reply saying one more step and it would be completed, (baring in mind I have had instant replies for all my emails) I then sent the last document (which all have been accepted on sister sites instantly) but now I have £600 in my account I am being ignored and they are withholding my verification.

Dear Craig,

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.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the 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,

Petronela

Hi, it has now been sorted but I have a withdrawal which has been completed for 5 days now which still hasn't hit my bank account even though their policy says within 48hrs and I am having no replies from my emails.

I fully understand your frustration, Craig. I will set the timer for additional 5 days and if there’s no development by Tuesday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Thanks, it is just the frustration of having no response to anything. I was sceptical from the beginning but once you have money in there it shouldn't be this hard to get back out.

Thanks for your help, and hopefully it can be resolved sooner rather than later.

Thank you, Craig, for your reply. Please bear with me for a few more days only and we will contact the casino soon. I'll check back with you on Tuesday. Your patience is very much appreciated.

Hello Craig,

Have there been any developments since our last conversation?

Thank you very much, Craig, for providing all the necessary information. I will now transfer your complaint to my colleague Adam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Craig,

I have reviewed your case and understand the situation. I will contact the casino and see if I can help. I would like to invite SlotsNBets Casino to the conversation to participate in the resolution of this complaint.

Hello Craig,

Thank you for the update, can I just confirm that you have received your payment and the situation is now resolved?

Thanks very much Craig. I'm glad to hear that your issue got resolved. 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. We are here to help.