Slottio Casino - Player is struggling to access his account.

Fick problem att logga in på kontot helt plötsligt. Kontaktade support och blev skickad vidare. Jag skickade in verifiering men den godkändes inte. Försökte igen. Har skickat flera mejl och frågat varför jag inte kan logga in. Får inget svar. Kan dom stänga av mitt konto för att det fattas en verifiering. Jag var bortrest över nyår och kunde inte skicka en adressverifiering eftersom dom inte godtog screenshot. När jag kom hem och skulle skicka in det gick det inte att logga in. Skickade då på mejlen men inget svar.

Dear Jadiks77,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which of your documents were not approved during the KYC for the first time and why?

Which documents have you provided as your proof of address?

When was the first time you attempted to verify your account, and when exactly you tried to repeat your verification?

Please send me a screenshot of the error you see when you try logging into your account.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hej!

Dokumentet skulle vara en räkning.

Jag skickade in det här dokumentet som inte godkändes för att alla hörn inte var synliga. Har funkat hos andra.

Sen när jag skulle skicka in ett nytt såg det ut som på andra bilden. Då skickade jag ett nytt på mailen. Nu när jag ska logga in ser det ut så som bild tre. Kontaktade supporten om inloggningsproblem men dom kunde inte hjälpa mej.

Exakt när jag skickade första dokumentet? Omkring jul.

Jag mailade 2 eller 3 januari. Och sen ett par gånger till utan svar.

Hälsningar Anders B.

Thank you for providing me with the screenshots.

Have you made sure that your login information is correct (email and password)?

Could you please forward me all the communication between you and the casino customer support regarding the problems with your verification and accessing your account? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Thank you very much, Jadiks777, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Jadiks777,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slottio Casino representative to join this conversation.

Dear Slottio Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hej!

Tack för att ni försökte hjälpa mig.

Slottio verkar inte lika intresserade.

Jag brukar alltid läsa era recensioner på casinon men missade Slottio.

Hälsningar Anders

Dear Jadiks777,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of Slottio Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Slottio Casino,

Could you please send me evidence of the mentioned behaviour to miroslava.d@casino.guru ?

Hello Mirka,

Thank you for your reply.

You might want to ask the player in question to provide a statement showing where they were charged for the transaction. In doing so, it should become clear that they won't be able to provide such a statement, as they took advantage of a gap in our system and were not charged.

Kind regards,

Stuart