Slotty Vegas Casino - Player has been struggling to withdraw his winnings.

withdraw send my to KYC conformation. The app was not working the way it should be. The amount of papers and info was very high. Email to customer services was send, en the responded good, but the keep asking for other proof of adres. It was for my a very high amount of money (2000 euro) that I want to withdrwal, and for my is the way it was going to get a KYC conformation very slow en I thought that the casino is very fast with taken the money from my creditcard en very slow to pay, in the hope that the customer is playing again. I did that of course en played the 2000 euro away in this casino. by email I have given the same answer to the casino en wish them well with the money I lost, en that my account could be cancelled. I am not happy with the way this was going, and I see at this moment that the dutch sites as holland casino in 1 day can send money that you will withdraw.

Dear Ad,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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. 

Sadly, since you have played your winnings, I’m afraid, there is not much we can do for you. Please understand, the player is the only one responsible for their account, active balance, and all the bets taking place. For future references, please contact us as soon as the issue evolves so we can intervene before it's too late. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Ad,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.