The player from Germany is complaining about the lengthy verification process. Player’s complaint has been resolved successfully.
Sloty Casino - Player’s struggling to withdraw her winnings due to ongoing verification.
Amount: €6,500
Sloty Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello.
I have had problems with the o. G Casino for 1 week, my account is not verified and my winnings are not paid out.
I submitted all the documents, after 72 hours of waiting I asked on Sunday how things are going, then a screenshot was requested from my bank account, where my Iban can be seen, my name and the 2 payments to Sloty is. Since then there has been silence again. Please help to finally pay out my winnings.
Automatic translation:
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3 years ago
Dear Nicole,
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. None of the licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.
Have you been advised what caused the delay? Have you accumulated your winnings with or without active bonus?
Looking forward to hearing from you.
Best regards,
Petronela
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3 years ago
Translation
Hello.
The winnings were made without a bonus, I do not receive any information why the process is delayed for so long. Everything was properly submitted.
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3 years ago
Translation
Hello.
The account was verified today ...
Automatic translation:
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3 years ago
Perfect. Thank you very much, Nicole, for the update. Is there anything else we could help you with, or this case can be closed?
Public
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Nicole, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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