Slotum Casino - Player’s struggling to complete KYC verification.

Slotum casino stalls my withdrawal with the absurd requirements.

I played at this casino several months ago. Deposited 100 eur, now my balance 743. Now I have troubles trying to withdraw these funds. After I supplied them with the bunch of photocopies and photos - The casino started asking for the "source of funds". Which funds? 100 euro that I deposited? I sent them a stamped paper from my working place showing my salary (almost 1000$ per month) and stating that I work at that place for almost 2 years. But the casino decilned the document. They keep asking me for the heritage or divorce documents instead! Can you imagine this? This is such an absurd! Looks like the casino just don’t want to pay me. 

And I need your help. Thank you.

Dear Gandad99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or alternatively, 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

I have sent you some copies by email you provided.

Thank you for the help.

Thank you for your email and reply, Gandad99. Do I understand correctly that the document in the email is the one you provided to the casino as your proof of income?

Yes, you understand it right. But for some reason the casino ignores this documents as a proof of source of funds and requests for some other documents (like heritage and marriage) which I don't have.

I am sorry, Gandad99, but I see why the casino doesn't want to accept this document. Not only this document doesn't look like a typical one, but it is also in a bad shape (quite wrinkled). The casino listed you a few types of documents that can be used as an alternative.

I recommend that you provide either a payslip or a bank statement from the bank account to which your monthly salary is paid.

Dear Gandad99,

Has there been any news? Have you provided the required document? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Gandad99, please, give us regular updates regarding this case.

Dear Gandad99,

We are extending the timer by 7 days. Please, be aware that in case you fail to update us again in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.