VipSlots Casino - Player's account has been closed.

Hello,

Vipslots closed my account, because they say after i did all the KYC verification methods that i am not the real account holder....

First they asked me to sent a paper based bank statement, i sent them this in PDF. They did not accept it because it had no issue date.

Then i got a email saying call the toll free number below and sent us a screenshot email utility from your email address account.

I did these this..then i couple days later i received email saying

See attachments, i not passed the security check because they thing i am not the real player...? What is this for company, i can not understand they score so high??? trust, that why i made a account here. I think this was a legit casino, but they are just finding ways to not pay out my winnings.

Dear andrescerami,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if the additional documents you sent to the casino for verification were approved?

Did you play with or without a bonus?

Also, could you kindly forward me the communication between you and the casino customer support regarding the failed verification? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Dear andrescerami,

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

Hello Veronika, sorry excuse. I missed to see the notification emails. I just checked in and seeing it now.

I sent the email with attachments t your email veronika

The additional documents i sent, was not approved my paper based statement. I sent these also in attachments screenshots communication.

I play with the bonus and wagered it.

Thank you very much Veronika, i wait for your response.

Thank you for sharing the conversation you had with customer support regarding your verification. It appears that the initial issue arose when you provided a utility bill as proof of address, but it didn’t fully meet the required standards. Specifically, the utility bill was missing an issue date, which is essential for verifying that the document is recent. Additionally, it seems that the address on the utility bill did not exactly match the one listed on your casino profile.

Could you please clarify the difference between the two addresses? This information may help us understand whether it’s a minor discrepancy or if it indicates a different residence entirely.

Thank you for providing the bank statement. I noticed that, as mentioned in the casino's reply, the date of issue is missing from the document. Have you since provided them with a new bank statement that includes the date of issue?

Additionally, in one of the emails you sent to the casino, you mentioned that you initially sent a PDF file. Could you please forward that PDF document to me as well? Thank you for your patience and cooperation.

Hi, there is indeed an issuing date on the document on top of the document 01.08.2004 - 30.08.2024.

I will send you the document on email Veronica.

Thank you

Thank you for your reply. The dates you mention refer to the transaction period shown on the bank statement. However, the casino specifically wants to check the date when the bank statement was issued.

Additionally, could you confirm if your address number is consistent across all of your documents, including your ID? It would be helpful to know if the only difference is in your casino profile, where the last digit of the address is missing. This will help us clarify the situation with the casino.

Ok I will contact my bank to ask them why they choose to write the period instead of the issuing date.

Also I do not know why the bank choose to type the last O but the government do not add it.

Maybe these are questions the casino could contact the bank and the government to ask.

I do not have the authority or the power to change their ways of making bank statements or ID cards.

I have provided the casino with everything they asked.

thank you casino guru

Could you please forward me all the other identity documents you sent to the casino for verification? I would like to check if the address is the same on each of your documents. My email address is veronika.l@casino.guru. Thank you for your cooperation.