Voltslot Casino - Player has issues with account verification.

Good morning, the casino does not want to verify my gaming account, saying that I have not provided proof of deposit, when in reality I have provided it. All other documents have been verified. They ask me to verify the bank statement which will be available in February, I provided them with the list of transactions which I attach. I have a withdrawable balance of 400 euros. I ask you to help me, I feel cheated. Thanks Alan ****

Dear Enjoy1984,

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 can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Have you provided all the required documents in the correct format?
• What requirements did the casino specify for a valid proof of deposit?
• If there is any correspondence between you and the casino regarding the issue, please forward it to my email at tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Tomas, I sent you the emails exchanged with the casino to your address. If you need more information let me know and I will provide it to you. Thanks for the help you are giving me. Greetings Alan

I checked your interaction with the casino and it seems the casino is expecting a bank statement.

• Have you provided the list of transactions to the casino that is unedited?
• Have you the option to view and export a list of the transactions in your Internet banking application in order to submit the information to the casino?

Hi Tomas, I sent the unmodified list of transactions, and also the list of transactions only with the payment to the casino.

I also sent screenshots of the payments via the app but the casino did not accept it as proof.

The only thing I can do is a list of transactions as I have already sent to the casino, for the bank statement I have to wait until February, before that it is not available in the bank. Thanks again for your help.

Tomas we can close the complaint, unfortunately I lost the balance. Thank you

Sadly, since you have played your winnings, I’m afraid there is not much we can do for you.

We understand that bank statements can often be generated with sufficient information only the following month. Nevertheless, these are the documents that are most often necessary to complete verification of the payment method.

I'll now close the complaint. Even though we couldn't help you on the occasion, don't hesitate to contact us if you run into issues with any online casino in the future.