The player from Switzerland is complaining about the lengthy verification process. Following the communication with both the player and the casino, we have received an evidence that the player managed to lose his balance, therefore we have rejected this complaint.
SlotsPalace Casino - Player’s struggling to complete account verification.
Amount: 2,000 CHF
SlotsPalace Casino
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9.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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2 years ago
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I don't get my payout despite a long wait and endless back and forth. it is Slotspalace. can you help me?
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2 years ago
Dear nataschabaenziger79,
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 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 requested a withdrawal and started the account verification? Were your winnings accumulated with or without an active bonus, please?
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
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2 years ago
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Hi. Petronela. I thank you very much for the prompt reply. I'm happy to answer your questions.
it is no bonus win. cash only. zero bonuses. the profit amounts to 2500 CHF. The request was made to be paid out in Bitcoin. long back and forth 3 mails from Slotspalace. Various communication via email and chat internally on the website. I've been waiting a long time. more than a month.
I sent a bank statement, passport copy and selfie for comparison last Saturday. Previously, no one wanted this information, and only after many inquiries were these documents requested. if one could have asked about it a month ago, the documents would have been made available immediately. just a long wait. staying power is required.
waiting today for feedback on the photo comparison passport and selfie because the SP team does not make any payments on the weekend. am of course myself! 😉
Never expected to hear from you so soon. Thanks a lot for this.
ps. on the 13th, the payment request was increased to CHF 550. This is the very first payment ever.
but there are still more than 2000 francs in profit that I would like to pay out.
ps. win everything without a bonus. i.e. net profit that can be paid out.
cordially and thanks for the help.
Natasha
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2 years ago
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What I forgot to answer was; one wrote, the passport photo on mine
Pass must be compared with one
selfie I sent that out last night. There was never any talk of real problems. it just seems strange to me, because my son has his own account and never had to verify himself and has always received his payouts of several thousand CHF via Wallet Bitcoin transfer and never had to verify himself. It took me so long that I became really suspicious. But I see that you have no problems with Slotspalace. That seems positive to me and gives me a better feeling.
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2 years ago
Thank you very much, nataschabaenziger79, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@casino.guru) 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.
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2 years ago
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Thank you Petronela. super reliable service! 🤍
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2 years ago
Hello Natascha!
From now on, I will take care of your complaint. I'd like to invite representatives of SlotsPalace Casino into this complaint's thread in order to provide us with some more information about the whole process.
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2 years ago
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Hi Martin. It's great that you're taking this so seriously. but I also think it's important. I recognize irregularities. Today we received the announcement that the first 550 CHF will be transferred. but then the remaining amount disappeared from my gambling account and that was over CHF 2000. I'll stay here until I have my win. To the bitter end. If you have any further questions, I would be happy to answer them. the money is not yet on the wallet.
Thank you very much for your commitment.
Natasha
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2 years ago
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The amount of CHF 550 has now been transferred in Bitcoin and is therefore done. All game history is verifiably erased. the verification process is therefore a camouflage to delete larger profits. I would like to point out that I am not the only person in my family who feels betrayed. E-mail evidence of this is also available and it is another CHF 800. My son will open the case. We will contribute here so that others do not have to have such experiences!
Best regards
Natasha
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2 years ago
Hello Natascha!
I am really happy to see the part of your replies which contain the good news. Please, let me ask a few questions here.
Since the first transaction is completed, that leaves us with 1950 CHF which are missing from your account, correct?
As you disclosed, your son also plays in the same casino, could you please elaborate, does he lives on the same address as you?
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2 years ago
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Hi. Yes. Paid 550 Wind. there are more than 2000 francs that are still open and were won by mch without a bonus. Now the whole history has been deleted and we cannot see that we still have more than 2000 francs in profit. My son Byron had his own account and won a lot of money. several 1000 francs. you simply didn't pay out a payment over CHF 800 and then simply deleted the account. he opens a case of his own. He lives at the same address but never had to verify himself for withdrawals! Warm greetings
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2 years ago
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we have various pieces of evidence in the form of photos. should we send them to you by e-mail?
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2 years ago
Dear Natascha,
Thank you for all your answers. Feel free to send any evidence files via email, my address is: martin.d@casino.guru.
Could you please specify the disputed value with exact number, so we can adjust it in our system, please?
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2 years ago
Dear all,
Thank you for contacting us. We would like to inform you that the 550 CHF withdrawal was the only one pending, hence it was the only one processed. The other withdrawals that the customer mentions were canceled from her side and played. Should you have any other questions, feel free to contact us.
Best regards,
SlotsPalace.com
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2 years ago
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hi, that's not true. we got paid CHF 550. exactly 2000 francs are missing. we have not been able to request a withdrawal when the history and balance have been cleared. where is my 2000 franc profit?
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2 years ago
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I certainly haven't lost 2,000 francs! nonsense! 1. Can I withdraw my first withdrawal only 550. then I still had 2000 profit which I could not pay out. then Slotspalace deleted the ENTIRE GAME HISTORY. It is 100% certain that NOBODY has gambled away CHF 2,000. I wish to be able to pay out the winnings. Thanks. So please reactivate our game history so that I can prove that we had 2000 francs open as a win.
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2 years ago
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Why are you clearing game history? it is my account my privacy. my win I do not accept this statement from Slotspalace. an impudence. I would like to be able to access the entire gameplay immediately. Who just deletes game histories. this is a scam!
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2 years ago
Hello Natascha!
Could you please provide me with a screenshot from your account where I'll be able to see that your game history was deleted? Send it to my email, please: martin.d@casino.guru.
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2 years ago
Dear Natasha,
I have received your email, thank you very much for providing us with the necessary information.
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2 years ago
Dear representatives of Slots Palace Casino,
Could you please explain the situation? Based on the screenshots we have received from the player, it seems that the game history is erased and thus it does not really match with the continuation of events which you have described in your reply.
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1 year ago
Dear Martin,
Would you be so kind as to forward us the evidence that the customer provided? We would like to take a look at it and analyse.You can send it to support@slotspalace.com or respond to our email that was sent on Friday.
Thank you in advance.Best regards,
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1 year ago
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Hi. I did that right away! but i will send it again. Greetings Natasha
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1 year ago
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Hi. sent right now to the above address.
best regards
Natasha
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1 year ago
Dear Natascha,
Thank you for providing the screenshot. Would you be so kind as to try and search your transaction history using the PC version of the website? Please send us a screenshot when you do it.
Best regards,
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1 year ago
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OK. now my last statement.
I don't even come from the PC (Laptop Macbook).
more on the Slotspalace website. Tried it on my cell phone, doesn't work either. Did someone spend so much time deleting our IP address even on my cell phone? Isn't that sick when we are making demands on Slotspalace for a fairly large sum (2000 francs) and have an open case here at CasinoGuru. They should immediately go over your books. it can't be the case at all, blocking one or more IP addresses so that we can't even access the website anymore. Crazy. I do NOT recommend Slotspalace. In my opinion, this is attempted fraud! Bzwy not tried but actual Bertug.
Crazy that something like this can happen.
Best regards
Natasha
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1 year ago
Dear representatives of Slots Palace Casino,
As per the photo documentation we have received from the player, we are now able to see, that the player is unable to access the website and provide us all with the necessary logs.
At this point, I'd like to kindly ask you to provide us with any kind of explanation of the situation, as we have been able to see, that both game history and transaction history logs were empty, when the player was able to log in on their cellular device. Even the payout of CHF 550, which was confirmed by both player and you is nowhere to be seen in the transaction log. In my honest opinion, these logs should be visible regardless of device used.
We are looking forward for your reply.
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1 year ago
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And I emphasize the following again with all clarity: Whoever has the competence to access player accounts at Slotspalace is, in my view, suspected of enriching themselves or the online casino SlotsPalace, which in turn means that this is not a trustworthy online casino in my eyes seems.
These people at SlotsPalace would have had the opportunity to restore this deleted account for their own purposes of proof (namely under the circumstances that I am not telling the truth about my winnings) for weeks. However, the fact that she does not confirm my suspicion of fraud even more. Solve the problem and find the employee who deletes game history and blocks IP addresses. This one will have something to tell you! I insist on my profit on PRINCIPLE and defend myself against this scam! I have the staying power!
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1 year ago
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And PS. We CANNOT access the website with my mobile phone, my son's mobile phone, my laptop and our PC (everyone played with SlotsPalace). But if we go to the website with someone else's mobile phone, it works perfectly. Tested today. This is absolutely the most blatant cover-up I've seen on the loaf in a long time. Your reputation, dear SlostPalace management, is going down the drain (meaning: you don't do it better that way)
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1 year ago
Dear all,
Thank you for contacting us. First and foremost, we would like to inform you that it is in our utmost interest to help customers overcome their technical issues. In order for us to assist you with the problem, we would like to kindly ask you to submit a photo/screenshot or a video of you trying to access the website while using the Google Chrome browser in incognito mode. Also, we would like to know your IP address at the moment of the login attempt as well as the VPN (if you use one). Once you do it, we will then forward it to our technical department. We require this proof as we do not have complaints about the website accessibility from our Swiss customers.When it comes to the accessibility of your account history while the issue is being investigated, we can provide you with your transaction and bet history via email if you want to.The proof can be submitted to support@slotspalace.com as you have done previously. We sincerely hope for your cooperation in this matter.
Best regards,
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1 year ago
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Hi!
So that's what we're going to do. But slowly enough. Send our game history to Casino Guru. Then you can see for yourself that we have a profit of CHF 2000. We want this win and never play with you again. WHAT YOU'RE DOING IS AN EXCELLENT DELAYING TACTIC!
We make the video for YOU! But we want the gameplay!
Best regards
Natasha
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1 year ago
Dear Natascha,
I would like to inform you that SlotsPalace Casino has manage to provide us with both your transaction and your bet history logs. We were able to carefully examine the whole history of bets, which spanned even before the withdrawal of 550 CHF, mentioned earlier. The whole log was quite long, we were able to see some losses, new deposits but also some wins. At one point, your balance was indeed in excess of 2 000 CHF, to be more exact, it was on 14th of November. Unfortunately, in the course of a few days after, the balance was gradually decreasing and eventually lost. Given the playing style and games played, we have excluded the option of the third party person breaching your account and loosing your balance.
Please note, we are only able to base our conclusions for complaints on an evidence we are provided with. In this particular case, the casino has provided us with solid and convincing documentation, which I believe, you have received yourself as well.
To wrap up my entry, since we have discovered that the disputed funds have been lost, we are not able to help you further unfortunately. Is there anything else that we can be of help?
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1 year ago
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Additional comments by the player:
"Hello Martin
I swear to god we haven't lost anything! I swear!
And I didn't get the gameplay myself.
Once again! I swear we're being cheated by someone here!
But if you can no longer help us, then we accept this.
Best regards
Natasha"
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1 year ago
Dear Natasha,
Regarding the game history, please note we are not able to share the evidence we receive from casinos. As I have mentioned earlier, I will now close this complaint.
Although we understand your frustration from the whole situation, you need to understand that we are obliged to base our decision on supporting evidence we are provided with. In this case, as it is written above in my previous reply, the evidence was clear and convincing.
In case you'd like to continue to try to resolve the case in other ways, I'd like to suggest you to raise the complaint with the casino's licensing authority. In case you'd need more information on how to do so, please contact me via email. My address is: martin.d@casino.guru.
