Voltslot Casino - Player is struggling to verify his account in the casino.

Voltslot says everytime that my account is not verified and that I have upload new documents before they can cashout.

Its already taken 4 days now and they keep asking the same information. I hope Voltslot is not a scam, I just want my money back: 23000 Euros.

Dear Frankie66,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Which documents are being asked of you repeatedly?

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

Ok Tomas,

Lets do it this way, the other way trough the link does not work for me.

To my knowledge I do not use VPN.

I deliverred all the required documents: Passport, Bankstatement with my address shown, statement of amount I paid to Voltslot, Selfie of me holding my passport and a message on a lined piece of paper with the text: "Hi Voltslot and the date of that day: May 10th 2023.

This all started about 5 days ago and everytime they will come with something else to frustrate me.

I believe they just will not pay me, also due to the quite high amount.

I really hope you can do something about it, I just lost my trust in Voltslot.

Just checked on my account on Voltslot.

First date of contact about my withdrawel: May 7th 2023,

last dateMay 10th, 2023.

Thanks for your help.

Kind Regards, Frank

Hello Just a small update. This morning my account was finally verified and I made a withdrawel of 5000 Euro, this is the max per day. Until now this withdrawel is not approved, so another waiting game?

Thanks, Frank

Thanks for the update and for the detailed explanation.

I am glad to hear there was progress with the withdrawal and that your account was verified.

Please let us know when the withdrawal is processed and if you need any further assistance going forward. We can keep the complaint open until you confirm your withdrawal was received in your bank account.

I'll await your reply.

Hello Tomas,

Thanks for the reply and help.

Until now I made 5 withdrawels: May 12th € 5000, may 13th € 5000, may 14th € 5000,

may 15th € 4000 and May 16th € 4024.

All withdrawels still wait for confirmation, which is absurd, but does not surprise me, knowing these guys.

I hope you can bring some light in the darkness.

Thanks, Frank

Hello, Just a quick update.

Today I received € 4000 on my bankaccount, Withdrawel May 15th which was approved.

But still 4 withdrawels to go with total amount of € 19000; those withdrawels are still on awaiting confirmation.

Thanks for the support.

Thank you for the continuous updates. Please let us know about any further development, or in case our intervention is needed.

Until now no further development, so could you please intervent to Voltslot for me.

I think they listen to you and not to me

Thanks.

Thank you very much, Frankie66, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Frankie66 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Voltslot Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com or via the 'Contact' button found on their website) and submit a complaint to them. The Gaming Curacao Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Voltslot Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

At the moment there is some progress in Payments and only my last withdrawel from May 16th of € 4024,-- is still not confirmed. So thats why they responded.

Its still absurd that it takes that (more than 1 month) long to confirm a payment-request.

Dear Frankie66, we've been informed by a casino representative that the whole withdrawal was processed. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.