Voltslot Casino - Player’s withdrawal is delayed due to account verification issues.

Good evening,

I signed up at the above-mentioned casino a few days ago after reading good reviews on a Greek website.

I made 3 deposits and won some money.

I attempted to withdraw, but the transactions kept being canceled.

I sent all the documents they requested, and they kept sending me dozens of emails asking me to upload the documents again.

I uploaded them 5 times.

Finally, they sent me an email confirming that my account was verified and that my withdrawal was being processed.

However, a few hours later, they sent me another email saying that my account was not verified and that they needed another document, which I had already sent.

My account, which was supposedly verified, now isn’t.

What can I do? Their customer service is terrible.

Thank you.

Hello marofa,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Voltslot Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Good morning

The verification process started 2 days ago

After many attempts and sending many documents, they sent me an email that it was verified and the download is in progress

Suddenly the verification is canceled and they are asking for address confirmation document which I have sent two bank and phone bill

Good morning

yesterday they emailed me that my withdrawal was approved by their finance department.

today they sent me an email to give them my bank details so they can deposit 80 euros

What's going on?

I can forward you their emails if you want

Thanks

Hello marofa,

Was the 80€ only your deposited amount or why that amount?

Additionally, are you self-excluded in any of the casino's sister sites?

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

Good evening

I will send them to you.

I have requested closure of my account from some casinos.

However, I don't know the sister sites of the above casino.

Thanks

Hello marofa,

Please check our review of the casino: https://casinoguru-en.com/voltslot-casino-review as you can see which casinos are related to this one.

Let us know if you have been excluded or your account was closed in any of them.

Regards,

Nick

Good morning

I saw them and I may have been excluded from one of them.

I don't remember exactly.

But what does that matter?

They wouldn't let me register.

I sat down and played normally.

So if I didn't withdraw, I could continue to deposit without a problem. Right?

Thanks

Hello marofa,

If you were excluded in one of their casino, they should not have let you register.

However, this is not always technically possible to do so the correct procedure is to refund your deposits.

In this situation, the casino can't pay out any winnings and should refund the exact balance you have deposited, no less, no more.

Can you please advise how much exactly did you deposit there in total?

Regards,

Nick

Sorry, I'm asking again.

I played endless hours and they didn't interrupt me.

If I didn't make a withdrawal request and continued to play and deposit large amounts,

I would lose all my deposits right?

I just made a withdrawal and for days they asked me for identification documents and then suddenly they blocked it.

I was shocked.

Isn't this a scam? How do I know it belongs to a group?

They also sent me an email that my withdrawal was successful and they will forward it within 5 days.

I demand that they send me my winnings because it's their problem.

Not mine.

Thanks

Otherwise, please let me know how to take legal action.

Thanks again.

Hello marofa,

The casino has no knowledge about all players until the verification process. Only then they may have discovered that you were previously excluded.

No matter how much would you deposit, the casino should always fully refund all deposits made.

Unfortunately, the casino can't pay you out your winnings if you are in evidence as a gambling addict.

Would it be possible to check if you really had been excluded in any of their sister casinos?

Looking forward to hearing from you.

Regards,

Nick

Good evening

As I told you, I may have been banned from one of the sister casinos from the list you sent me.

I don't remember. There are thousands of online casinos. Once you get banned from a casino, they don't let you sign up again.

Secondly, I don't have a gambling addiction.

Third, do you really believe that when they went to verify me they found that they shouldn't give me my winnings?

I think you don't want to help and you know that from the moment they sent me a withdrawal confirmation they are obligated to refund my winnings.

It doesn't matter if you want and if you know how I can take legal action against them or try to find a lawyer on my own.

Dear Marofa,

I hope this message finds you well. To proceed with your case, we need to confirm with the casino whether you have excluded yourself from their sister casinos. If this is the case, please note that you would not be entitled to any winnings.

I will now forward your complaint to my colleague, Kubo (jakub.m@casino.guru), who will assist you further from this point onward. I wish you the best of luck in resolving this matter.

Best regards,

Nick

Dear marofa,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Voltslot Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Voltslot Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's verification process and withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear CasinoGuru Team and Marianthi,

Thank you for reaching out and sharing your concerns. We understand your frustration, and we’d like to clarify the situation and assist you in resolving this matter.

Upon reviewing your account, we found that you previously had an account with us that was closed due to gambling-related concerns. Afterward, a duplicate account was created, which is a violation of our platform’s terms and conditions. As per our rules and responsible gaming policies, duplicate accounts are subject to closure, and any unwagered funds won through games are credited off to ensure that individuals with gambling problems are not further engaged in gameplay.

That said, we value your trust and want to ensure a fair resolution. We are ready to refund the funds you deposited into your duplicate account, totaling 80 EUR. To proceed with the refund, we kindly ask you to provide the necessary bank details where the funds should be transferred. We have previously requested this information but have yet to receive your response.

Please rest assured that we are here to assist you and will promptly process your refund as soon as we receive the required bank details. Feel free to contact us at your earliest convenience to share the information, either here or via private message.

Thank you for your understanding, and we look forward to assisting you further.

Best regards,

Voltslot Casino Team.

All casinos, once someone has been banned, do not allow them to register again or make a deposit.

My phone number has been the same for 20 years.

I asked a question and you didn't answer me.

If I continued to deposit large amounts without winning and did not make a withdrawal request, you would have no problem, I suppose.

Correctly;

I don't want the 80 euros.

I will take legal action because you should not have allowed me to register or testify.

From here, I'm asking if there is a lawyer who deals with these matters that you can recommend to me or if I can find one on my own.

Thanks

Dear marofa,

After carefully reviewing the details of your case and the information provided by the casino, I must unfortunately reject your complaint as unjustified.

As my colleague Nick previously explained, it is not always technically feasible for casinos to conduct a full verification process prior to allowing deposits. It is a common industry standard, particularly among offshore-operated casinos, to perform verification only when a withdrawal request is made.

Furthermore, your claim presents a contradiction. On one hand, you assert eligibility for winnings obtained despite having previously self-excluded. On the other hand, you criticize the casino for allowing you to register and play. You also raised concerns about being allowed to play uninterrupted for hours before verification occurred. However, based on the registration process, where only an email address, password, and country were initially provided, it is unclear how the casino could have identified you earlier.

Once your identity became evident, the casino promptly restricted your account access in line with their self-exclusion policy and responsible gambling principles. Additionally, they offered to refund your deposits, which aligns with the standards of self-exclusion policies. This refund is, in fact, the only amount you are eligible to receive.

Thank you for your understanding, and I regret that I could not deliver a more favorable resolution in this matter. Should you encounter any other issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo