The player from Sweden faced issues logging into his casino account after submitting verification, which had not been approved. Despite multiple emails inquiring about the login problem and missing address verification, he received no response from support. The Complaints Team attempted to engage the casino for clarification but received no cooperation. Consequently, the complaint was marked as 'unresolved,' and the player was advised to contact the Comoros Gaming Authority for further assistance.
Slottio Casino - Player is struggling to access his account.
Amount: €300
Slottio Casino
Safety Index:Very lowSafety Index
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1.8
Slottio Casino has a Safety Index of 1.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Opened
Current status
Waiting for Casino Guru to reply
3d 13h 26m 27s
Case summary
4 days ago
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2 months ago
Translation
I suddenly encountered problems logging into my account. I contacted support and was redirected. I submitted verification, but it wasn't approved. I tried again. I've sent several emails asking why I can't log in. No response. Can they deactivate my account because I'm missing a verification? I was away over New Year's and couldn't send an address verification because they wouldn't accept a screenshot. When I got home and tried to send it, I couldn't log in. I emailed them but still received no response.
Automatic translation:
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2 months ago
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
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2 months ago
Translation
Hello!
The document would be a bill.
I submitted this document and it was not approved because not all corners were visible. It has worked for others.
Then when I was going to send a new one it looked like the second picture. Then I sent a new one to the email. Now when I'm going to log in it looks like picture three. Contacted support about login problems but they couldn't help me.
Exactly when did I send the first document? Around Christmas.
I emailed on January 2 or 3. And then a couple more times without a response.
Greetings Anders B.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
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.
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1 month ago
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.
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1 month ago
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
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1 month ago
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.
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1 month ago
Translation
Hello!
Thank you for trying to help me.
Slottio doesn't seem as interested.
I always read your reviews of casinos but missed Slottio.
Greetings Anders
Automatic translation:
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1 month ago
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
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5 days ago
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.
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4 days ago
Dear Slottio Casino,
Could you please send me evidence of the mentioned behaviour to miroslava.d@casino.guru ?
Casino Guru is examining the case
