CosmicSlot Casino - Играчът изпитва забавено теглене поради бавен процес на KYC.

Over two weeks ago, I requested a withdrawal of 500 EUR. This was my first withdrawal from Cosmic Slots Casino. After two days, I asked on Live Chat how long the withdrawal will take. I was told I needed to verify my identity with KYC before the first withdrawal and was given their email address. I sent them a front and back photo of my ID to this address. Today marks two weeks since my withdrawal request, but my account has not yet been verified and the withdrawal is still pending processing. I've received no response from KYC.

I want to know why the verification process is taking so long without anyone updating me on the progress. I tried contacting support via chat again, but they just said they couldn't check the status of the verification process and told me to contact KYC, who hasn't responded to me.

It's been 14 days since I made the withdrawal request and exactly one week today since I sent my ID to KYC. I'd like to find out what the problem is, whether such a long wait is normal, whether I need to send something different, or perhaps if the quality of the photo wasn't sufficient. If the withdrawal isn't completed soon, I'd at least like to get some information about why there's a delay.

Thank you and best regards,

Miroslav

Před více než dvěma týdny jsem požádal o výběr 500 EUR. Byl to můj první výběr z kasína Cosmic Slots. Po dvou dnech jsem se na Live Chatu dotázal, jak dlouho výběr trvá. Bylo mi řečeno, že před prvním výběrem musím ověřit svoji identitu přes KYC a dostal jsem jejich email. Na tento email jsem tedy odeslal fotku mého ID z obou stran. Dnes je to 2 týdny od zažádání o výběr a můj účet stále nebyl ověřen a výběr čeká na zpracování. Od KYC jsem neobdržel žádnou odpověď.

Chtěl bych vědět, co je příčinou, že ověření trvá tak dlouho, aniž by mě někdo informoval o přůběhu. Zkoušel jsem opět kontaktovat podporu přes chat, ale ti jen řekli, že oni nemohou zkontrolovat průběh ověření a ať se obrátím na KYC. KYC mi ale nedpověděli.

Od výběru uplynulo 14 dní a od odeslání ID na KYC je to dnes přesně týden. Chtěl bych tedy zjistit, kde je problém, zda je takovéto dlouhé čekání běžné, zda musím poslat něco jiného nebo zda třeba nebyla kvalita fotografie dostatečná. Pokud nebude výběr brzy proveden, tak alespoň nějaké informace, proč je zde zdržení.

Děkuji a s pozdravem,

Miroslav

Dear mprovod, 

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 ensures 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 take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents apart from your ID you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format? 

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 

Veronika

Good day mprovod & Veronika!

Mprovod please check your email for additional info about your verification. Also will send short info over here: we are still waiting for Mifinity wallet verification and your selfie.

Thank you and best regards,

CosmicSlot Casino Team

Have a nice day,

thank you for your quick reply and I confirm that I received the email and based on the request in the email I sent all the screenshots to verify my Mifinity account (showing the account number, email, personal information) and a selfie with the ID card held in my hand. I sent everything minutes before sending this message.

Best regards,

Miroslav

Hezký den,

děkuji za rychlou odpověď a potvrzuji, že jsem dostal email a na základě žádosti v emailu jsem odeslal všechny screenshoty pro ověření mého účtu Mifinity (zobrazující číslo účtu, email, osobní údaje) a selfie s občanským průkazem drženým v ruce. Vše jsem odeslal několik minut před odesláním této zprávy.

S pozdravem,

Miroslav

Dear mprovod,

have your identity documents been verified yet? Please keep us updated.

Have a nice day,

Thank you for your message. Verification has not yet taken place. I submitted the required documents last week but have not received a reply or withdrawal yet.

Best regards,

Miroslav

Hezký den,

Děkuji za zprávu. Ověření zatím neproběhlo. Odeslal jsem požadované dokumenty minulý týden, ale zatím jsem neobdržel odpověď ani výběr peněz.

S pozdravem,

Miroslav

Hello Miroslav!

Hope you are doing well!

We just sent you another email from our KYC department with instructions to complete your verification process. Please check your emails and follow the steps that we sent you (if you don't have an email in your inbox folder please check your spam and/or promotion folder).

As soon as we will get all documents in the right format you will be verified.

Have a great day

CosmicSlot Team

Have a nice day,

Thank you for your message. I confirm that I received the email and sent everything according to the instructions.

If anything else is needed to complete the verification, please let me know.

Best regards,

Miroslav

Hezký den,

děkuji za zprávu. Potvrzuji, že jsem email obdržel a podle pokynů vše zaslal.

Pokud bude třeba ještě něco pro dokončení ověření, tak prosím dejte vědět.

S pozdravem,

Miroslav

Have a nice day,

I would like to confirm that I received my withdrawal from the casino a while ago.

I would like to thank everyone very much for their help and the problem is solved with this.

Best regards,

Miroslav

Hezký den,

chtěl bych potvrdit, že jsem před chvílí obdržel svůj výběr z kasína.

Chtěl bych všem moc poděkovat za pomoc a problém je tímto vyřešen.

S pozdravem,

Miroslav

Dear mprovod,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru