The player from Spain had requested a withdrawal over a week ago after completing the KYC process, but the casino demanded new documentation, including a notarized ID, at a significant cost. Despite previous confirmations that the KYC checks had been completed, the player remained uncertain about receiving their funds and filed a complaint with the CEG for resolution. The Complaints Team noted that the casino operated under a fake license, rendering it unregulated, and the player had not responded to requests for further information. As a result, the complaint was rejected due to insufficient communication from the player.
SlotsVil Casino - Player's withdrawal is delayed due to documentation requests.
Amount: €4,550
SlotsVil Casino
Safety Index:LowSafety Index
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3.7
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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2 months ago
Translation
After requesting a withdrawal over a week ago and completing the entire KYC process (photo of ID from both sides, photo of ID with selfie, proof of address via bank receipt, and credit card verification), the casino is refusing to process the transfer and is asking for new documentation. This includes sending a photo of a document with my ID signed by a notary, which would cost me over €60 and doesn't guarantee they will not continue to withhold my funds. At no point did I use bonuses or promotions, and throughout everything, several agents have already told me that the KYC checks were completed correctly and that the only thing left was for the financial department to validate the transaction. I believe their headquarters are in Curacao, so I've filed a complaint with the CEG (Curacao eGaming), which is the body responsible for resolving disputes with registered gaming operators there without going to court. My confidence in seeing even a cent is dwindling. If all else fails, I'll file a report for fraudulent charges to at least recover the deposits I've made.
Automatic translation:
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2 months ago
Dear alexander86rg,
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. Many casinos request additional verification and asking for notarized documents isn't unusual.
- Do I understand correctly that verifying the notarized document seems to be the only issue here?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
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,
Kristina
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2 months ago
Translation
The CEG (Curacao eGaming) has informed me that they are rejecting the complaint because it is not a casino under its regulation and the casino itself has sent me an email telling me that it is a normal process to secure my account transactions, so as soon as I can I will proceed to send them the notarial document.
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1 month ago
Thank you for your reply, alexander86rg. Please note that this casino has a fake license, therefore no licensing authority is able to help. We share this information in our review:
Furthermore, you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.
