Videoslots Casino ES - Player’s struggling to complete account verification.

Hi there. I have everything verified on videoslots but it still won't let me remove it because it says I'm not verified. I talk about it with them and they tell me that they don't see any problem to withdraw. But it won't let me. I have tried with several browsers and from different devices. And also clearing cache and Cookies. I think it's a strategy so that in the end you end up losing it. I want to withdraw please. Help me. Thanks.

Dear bruhock,

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. 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.

Have you been informed what specifically seems to be a problem in verifying your account, or in withdrawing your winnings?

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,

Petronela

Dear bruhock,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

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.