Slotzo Casino - Player can't withdraw winnings due to bank card change.

I have been having a problem trying too receive my funds. I withdrew £550 to my card that was cancelled due too my new bank card arriving replacing my old card details, because off this I can not have my money funded in too my new card details due too not been able too send a pdf document too slotzo from my bank proving my old card has been cancelled. The reason for this is because starling bank does not produce this kind off document. My bank sent me a email that has the starling bank logo a reference number and the banks phone number attached and explains my card with last 4 has been cancelled and replaced with my new card plus the last 4. I was told that can not be accepted and they need a PDF document. This went on for days just asking me for this document. I was then asked if I can get a issued communication from my bank stating the bank does not produce the document that confirms my old card is now cancelled. I asked my bank and I was sent a email stating this. I have tried sending this, but when sending a message too slotzo on there site there ain't a option too attach files, but sent a message explaining all this, but no reply. I tried emailing this, but says failed too send. All my other emails i have sent to other non related stuff sends with no problems just fails when sending too slotzos email address. The only way I could send these attachments was on there live chat, but my account has now been closed so can't access live chat. I have also when my account was open uploaded my ID passport a photo off my new bank card which I made a £10 deposit then withdrew it, I got that withdrawl off £9 back £1 fee for withdrawls and also uploaded a pdf bank statement all where accepted. I have sent screenshots off the live chats with Starling Bank telling me they do not produce cancelled card documents the email is enough proof off a cancelled card and that's the reason they don't produce a pdf document. The only thing I haven't sent is a photo off my old bank card due too it being badly damaged.

I really do not know what else too do here apart from make a complaint and see if someone can help me. If slotzo potentially think this could be fraud or whatever slotzo should take the phone number from the email I have shown and phone the bank using the reference number that is also attached and phone the bank. I just need a help with this.

I have attached screenshots off the live chat with Starling Bank and a photo off a email from starling bank.

Dear Daryn1642,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that verifying the old card seems to be the only obstacle standing between you and a successful withdrawal? Did the casino request any other documents to verify your identity? Have they all been approved?

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

Best regards,

Kristina

My old card was verified on my slotzo account and I have made a deposit with it. I didn't upload a photo off my old bank card due too being damaged. I had made a withdrawl too that card, but because it automatically cancelled because I activated my new bank card on the starling bank app because off this I have been asked too produce document evidence from starling bank that must also have the banks logo attached that my my old bank card is now inactive replaced by my new card that are both linked, same name also on both cards. Starling Bank sent a email providing this evidence that also had the logo, reference number, phone number and the name off the person who sent the email. Slotzo wouldn't accept this and just asked again for a document from the bank. Starling Bank says the email is enough evidence that my old card is now cancelled and this is the reason they don't produce bank card closures documents. It's just verifying my old bank card has been cancelled is the problem.

I have uploaded my passport ID my new bank card details a bank statement and a photo off my new bank card all where accepted. I also made a £10 deposit with my new bank card and withdrew it got that back the next day, but still waiting on the £550

Thank you very much for your reply, Daryn1642. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the emails from slotzo too you're email and also sent a email off all the documents I have sent on live chat with slotzo, but weren't accepted. I have tried emailing these documents too slotzo, but fail too send. With my account being closed this is the only way I can get in touch with slotzo here the link.

https://www.slotzo.com/contact-us/

Slotzo still get in back too me like when I asked how too access live chat with a closes account which I have tried what they told me, but just brings me too the link I sent above.

Any messages I send about my withdrawl plus made a complaint too slotzo they just get ignored, but slotzo gets back too me if the message has nothing too do with the withdrawl.

Thanks for you're help

Thank you very much, Daryn1642, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks for your help

Hello, Daryn1642,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slotzo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slotzo Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete the verification and withdraw his disputed winnings?

Since the documents provided by the player (communication with his bank) are not visible here, I am attaching them to this post - marked as sensitive so hidden from the public.

Can you check please check them and inform us if it could be helpful in resolving the issue?

If that is not enough - what exactly does the casino need for verification and letting him withdraw, and where should it be sent to? If the player's bank does not provide such a document, what should he do?

Thank you in advance for providing the information.

Thanks

Slotzo has got back too me with the above reply which is no help. The photo off the email that I have sent is the evidence they are asking for and it's the only evidence I can supply from starling bank as starling bank says this is all the evidence slotzo needs. In the email there is a refrence number the banks phone number, the name off the person who sent the email and the banks logo slotzo does not need anymore than that too confirm my old card has been cancelled and replaced. If slotzo claim too be professionals then slotzo would phone the banks phone number using the reference number too confirm my card is cancelled and replaced and for the security off other players.

On my slotzo account my new card (7657) a bank statement linking too my new card and ID has all been submitted and verified and I have also made a £10 withdrawl using my new bank card which I recieved the following day.

The reason why I haven't replied back too there email is because the email doesn't accept replys it just fails. My account is closed so I can't use live support. The link for slotzos email goes too someone that doesn't fully look in too the case and just says the same thing. We need a pdf document from your bank confirming the cancellation off the card.

It's all very suspicious now. Slotzo knows this document doesn't exist and they are using ot too there power too not pay me the £550 they owe me.

I had this same problem with ladbrokes. I got in touch with lad brokes live support. It was sorted within 5 exchanged messages that took less than 10mins.

Slotzo needs too get a grip slotzo know fine well they have enough evidence.

Thank for your help again branislav

I have attached some more information that starling bank was able to provide. I have also forwarded the email from starling too your email address along with a PDF account confirmation letter. I tried uplaoding the PDF here but doesn't appear. Can you please send this information too slotzo. I am not able too send this information too slotzo and I can't access slotzos live support. This is now everything that starling bank can provide as evidence. Starling Bank mentioned on live chat that if this doesn't get accepted too make a complaint too the gambling commission

This is the same photo as above, but slightly clearer

Another useless email from slotzo. Slotzo are now telling me they don't do withdrawls too starling bank, but yet I have made a deposit with my new starling bank card (7657)and made a £10 withdrawl which I recieved the following day so slotzo do accept starling. Proof right there slotzo are trying too keep my money. Slotzo have also accepted and verified my card details and bank statement from starling. 

Slotzo have asked me too upload the documents showing in the attached photo in my account. Slotzo know fine well my account is closed and I'm not able too do this. What is the alternative?

It's clear now slotzo does not want too pay the £550 that slotzo owes me. Its been weeks now and slotzo have just brought up they don't make withdrawls too starling bank. Why didn't slotzo mention this way before now. Why was I able too make a deposit and receive a £10 withdrawl using my starling account. Why did slotzo accept this?

Where do I send the information slotzo are asking for using my bank of scotland details if my account is closed and I can't email slotzo this information because slotzo don't have a email address that I can send these documents too?

Dear Daryn1642,

Thank you for your email and additional details.

I would like to clarify a few things:

• All used payment methods for deposits/withdrawals have to be verified to complete the KYC/verification.
• I do not think that the provided bank statement will help to resolve your issue since it only confirms ownership of your bank account, and there is no information regarding the bank card in question.
• It is not something strange that the casino accepts payments from a certain payment method and is not able to make a withdrawal to the same payment method - it depends also on other factors outside the casino's influence, such as the Licensing Authority, geolocation, contracts with the payment providers (3rd party providers/processors), bank restrictions, etc. If a payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too. The casino explains it in several sections on its website. However, they should be able to pay out your winnings via an alternative payment method.
• If the email were sent, and you received an error as a response from the email provider, it does not have to mean that the email was not successfully received by the casino - depending on the type of error; from my experience, it could happen if the receiver's email inbox is full, or there is another reason, but the casino could have received your email without problems. If you receive replies to your emails from the casino, such as the one in your last screenshot, it means the casino receives your emails correctly, so you should communicate with them using the email address from which you received the responses. Alternatively, you can try to put the screenshots in the email body, not attach them as attachments.

So, the casino has to verify one of the bank cards used in your account, and they requested a specific document(s) from you. First, we should focus on verification of the bank card in question, and then we can look at withdrawal options, together with the casino.

For now, we are still waiting for the casino's explanation and suggestions for a solution to your issue, or statement regarding the screenshots provided above from your bank.

In the meantime, please, send us the following:

• A screenshot of the error received after non-delivered/unsuccessful emails
• It is possible to make it in most banks (Internet Banking) - try to find a transaction/payment made by the bank card in question in your Internet Banking, and generate a .pdf bank statement of such an operation - it should be possible, and it should include all the details the casino asked you for, especially your complete name and surname, bank account number, the number of the bank card used for the operation; unless we have any instructions from the casino representative, for now, it should be enough to provide us here with only screenshots/photos of a document

Anyway, let's stay patient and positive, and provide the casino with some time to respond. Usually, it takes a few business days, and as a standard, we give each involved party 2x7 days for replies.

Thank you for your patience and understanding.

I absolutely understand what you are saying.

All used payment methods for deposits/withdrawals have to be verified to complete the KYC/verification.

My new card was verified and I also had made a deposit and requested a withdrawl with my new card which I recieved £10 back. When speaking too live support too begin with this is what I was told too do and when my funds get credited back in to my account I would be able too withdraw again back in too my new verified account. My funds never went back in too my slotzo account.

I understand with the bank statement, but that was just extra evidence I was throwing in.

Internet Banking) - try to find a transaction/payment made by the bank card in question in your Internet Banking, and generate a .pdf bank statement of such.

I had offered this on live support, but I was told no slotzo needed a pdf from my bank stating that my old card 2644 had been cancelled.

Anyway it's now resolved slotzo have refunded back the funds in full. I think the problem was is that I contacted slotzo live support letting them know my card had been cancelled. If I hadn't said that then the declined withdrawl would have been funded back in too my account and I would off been able too withdraw the funds too my new card which i was originally told at the start off all this on slotzo live support.

The issue is now resolved.

Thanks for your help branislav I probably wouldn't off been able too this without you and thanks slotzo for the withdrawl.

Hi Daryn1642,

I am sorry to hear about the issue you were having with your account and am glad we were able to resolve this for you and that your withdrawal has been received.

Due to the specific nature of your queries we were unable to give you the answers you required within this forum. The information you required is specific to you and your account and for security and privacy reasons we are unable to discuss this here.

Your case was provided to our Case Manager as soon as the notification was received and you have been updated via email, this would always be on the email used to register with our site.

Through this time I have personally overseen that your case has been worked on via our Case Manager and therefore am glad see we have been able to resolve this matter for yourself.

Kind regards,

The Slotzo Team

What great news!

Thank you, Daryn1642, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Slotzo Casino Team, for looking into the issue and for your cooperation!

Best regards,

Branislav, Casino.guru