Slot10 Casino - Играчът критикува процеса на проверка.

Dear Sir or Madam, I have to contact you again because I have problems with the Casino SLOT10. . After I had submitted all documents, I made on April 19. a withdrawal request for € 1200. On April 23, I was informed that I should submit a power bill, which is certified by a notary, which is completely excessive and unusual. No casino has ever asked me to do this. My ID is a government document and proves my identity. It is recognized by all authorities and also abroad. This ID is available to the casino. The money has been returned to my player account and I am not being paid out, please help me in this matter.

Many thanks in advance.

Sehr geehrte Damen und Herren, schon wieder muß ich mich an Sie wenden, weil ich Probleme mit dem Casino SLOT10 habe. . Nachdem ich alle Dokumente eingereicht hatte, machte ich am 19.04. einen Auszahlungsantrag über 1200 €. Am 23.04.teilte man mir mit , das ich noch eine Stromabrechnung, welche von einem Notar beglaubigt ist, einreichen soll.Das ist vollkommen überzogen und unüblich. So etwas hat noch kein Casino von mir verlangt. Mein Ausweis ist ein staatliches Dokument und weist meine Identität nach. Er wird von allen Behörden und auch im Ausland anerkannt. Dieser Ausweis liegt den Casino vor. Das Geld wurde wieder auf mein Spielerkonto zurückgebucht und man verweigert mir die Auszahlung.Bitte helfen Sie mir in dieser Angelegenheit. 

Vielen Dank schon jetzt.  

Dear Roswitha,

Thank you very much for submitting your complaint. 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. Every casino is unique and can require different types of documents.

I’d suggest cooperating fully with the casino and send all of the required documents as soon as possible. If there is anything else, I could do for you regarding this issue, please do not hesitate to contact me.

Best regards,

Kristina

Hello Kristina,

I therefore doubt this request for a document which has to be certified by a notary, because this request was only made last. First, I should submit the documents that are required everywhere. After I did all of this, I should submit a photo with my ID in hand. I also did that. Then this demand came with the electricity bill certified by the notary. Every time my money was transferred back to the account. Last time it shouldn't be the electricity bill, but my ID should now be certified by the notary. What should I think of that. For me clearly a lagging tactic, they don't want to pay me my money.

Hallo Kristina,

ich zweifle deshalb diese Forderung nach einem Dokument welches von einem Notar beglaubigt werden muß an, weil diese Forderung erst zu allerletzt gestellt wurde. Zuerst sollte ich die Dokumente , welche überall gefordert werden einreichen. Nachdem ich das alles erledigt hatte ,sollte ich ein Foto mit meinem Ausweis in der Hand einreichen. Das habe ich auch getan. Dann kam diese Forderung mit der vom Notar beglaubigten Stromrechnung. Jedesmal wurde mein Geld wieder in den Account zurücküberwiesen. Jetzt beim letzten Mal sollte es nicht die Stromrechnung sein , sondern mein Ausweis soll nun vom Notar beglaubigt werden. Was soll ich davon halten. Für mich eindeutig Hinhaltaktik , man will mir mein Geld nicht auszahlen.

Hello Roswitha,

Please note, asking for notarized documents isn't unusual. As I already mentioned, each casino requires different documents. I would like to know which documents you already provided to the casino, please.

Hello Kristina,

I have sent the following documents to the casino: ID card, master card, ecopayz proof, picture with ID card in hand, bank account statement as proof of address, proof of my deposit via Trustly. I find the demand for notarization of my identity card completely exaggerated and outrageous. My picture with my ID in hand is probably enough for identification and has so far been enough in every casino. A casino that is not even certified demands such outrageous things from the players, but only in the event of a win? I also do not believe that every casino can make such demands at its discretion. There must also be rules.

Kind regards

Roswitha

Hallo Kristina,

ich habe dem Casino folgende Dokumente gesendet: Personalausweis, Masterkarte, ecopayz Nachweis, Bild mit Personalausweis in der Hand, Kontoauszug meiner Bank als Adressennachweis, der Nachweis meiner Einzahlung über Trustly. Die Forderung nach notarieller Beglaubigung meines Personalausweises finde ich vollkommen überzogen und unverschämt. Mein Bild mit meinem Ausweis in der Hand ist doch wohl genug an Identifikation und hat bis jetzt in jedem Casino gereicht. Ein Casino welches noch nicht mal zertifiziert ist , verlangt von den Spielern, aber nur im Falle eines Gewinns , solche unverschämten Dinge ? Ich bin auch nicht der Meinung das jedes Casino solche Forderungen nach ihrem Ermessen so stellen kann. Da muß es doch auch Regeln geben.?

Freundliche Grüße

Roswitha

Thank you very much Roswitha for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Roswitha,

I looked at your case and have to admit that an ID verified by a notary sounds a little bit too much to ask. I will contact the casino and we'll see what can be done.

Hi Peter,

thank you for your efforts. I hope you are more successful than me.

Roswitha

Hallo Peter,

danke schon jetzt für Ihre Bemühungen. Ich hoffe das Sie erfolreicher sind als ich.

Roswitha

Hi Peter,

my account has now been blocked. It was closed without information or justification. In the chat I was informed that I had not submitted my documents. I can no longer get my money. It's getting rude.

Roswitha

Hallo Peter,

man hat mir jetzt mein Konto gesperrt. Es wurde ohne Information oder Begründung geschlossen. Im Chat wurde mir dann mitgeteilt das ich meine Dokumente nicht eingereicht hätte. Ich komme an mein Geld nun gar nicht mehr ran. Es wird immer unverschämter.

Roswitha

Hi Roswitha,

I chatted with a casino rep by Skype. There's a new contact person regarding the complaint, so I'm expecting a reply soon.

Dear Roswitha,

Thank you for sharing your experience with SLOT10 on CasinoGuru.

We really appreciate our customers and we try to engage with them regardless of what platform they use, hence we would like to share the following statement regarding your account security at SLOT10.

First of all, please keep In mind that our company reserved the right to request any files related to your account safety and security. We consider your confidential information of the uterrmost importantance, hence we strive to protect it as securely as possible.

Please also note that as per our Terms & Conditions (which upon your registration at SLOT10 you've accepted them), point 3 of Account and Personal Information, section 3.3 clearly says that: "Slot10 reserves the right to demand personal documentation such as Passport copy, bank statement, credit card Photograph and/ or any other document that is necessary to proof the customer's identity. Refusing to provide the requested documents will cause the account to be blocked and/or rejection of any attempt to withdraw money." - you can go through them in detail, following this URL: https://www.slot10.com/pages/terms-and-conditions

As per the above mentioned, In order for you to withdraw the amount In your SLOT10 account, you need to provide us with a notarized proof of identity, certified with a stamp and a signature by a notary officially appointed by the state government.

You can send the required document to our Support Department at: support@slot10.com

Having this on record, your account will be fully verified and you'll be able to perform other transactions In the future.

We hope you will find this informative, and If you need any further assistance, do not hesitate to reach our Support Department, they're on your disposal anytime.

Kind Regards,

SLOT10 Team

Hello Slot10,

I have submitted all the required documents. There are nothing in your terms of notarized documents. The identity card is a state document which was issued by an authority and must not and must not be questioned under any circumstances. It is recognized in every country and I have nowhere to present a notary's certification. This requirement is excessive and disproportionate. No casino has ever asked for it. It also incurs additional costs. Who pays the notary. In addition, the earliest appointment with a notary is currently at the end of July. You really should rethink your demands.

I had received a license number from support, you are not registered as a casino under this number. So you don't provide proof of your license, if you have one at all, and you require duplicate proof from the players. This is just disproportionate and unfriendly to the customer.

I would very much like my money very quickly !!

Roswitha

Hallo Slot10,

ich habe alle geforderten Dokumente eingereicht. Es steht in Ihren Bedingungen nichts von notariell beglaubigten Dokumenten. Der Personalausweis ist ein staatliches Dokument welches von einer Beörde ausgestellt wurde und muß und darf in keinem Falle angezweifelt werden. Es wird in jedem Land anerkannt und ich muß nirgends noch eine Beglaubigung durch einen Notar vorlegen. Diese Forderung ist überzogen und unverhältnismäßig. Es wurde auch noch von keinem Casino verlangt. Außerdem verursacht es noch zusätzliche Kosten. Wer bezahlt den Notar. Dazu kommt noch das der früheste Termin bei einem Notar momentan Ende Juli liegt. Sie sollten wirklich Ihre Forderungen überdenken.

Vom Support hatte ich eine Lizensnummer erhalten, Sie sind als Casino nirgendsunter dieser Nummer registriert. Also Sie bringen keinen Nachweis ber Ihre Lizens, wenn Sie überhaupt eine besitzen und von den Spielern verlangen Sie doppelte Nachweise. Das ist einfach nur unverhältnismäßig und kundenunfreundlich.

Ich hätte sehr gerne ganz schnell mein Geld!!

Roswitha

Hello Roswitha,

We are currently discussing the situation with the casino and are trying to find an acceptable solution that would work for both sides. I will keep you updated.

Thanks Peter.

Danke Peter.

Dear Roswitha,

We are reaching you to inform you that your case has been fully revised and we have understood the situation worldwide because of the difficulties for you to obtain the required documents.

Considering that you have been our customer since the site was created, our Management Department made the decision to accept as sufficient the documents you have provided us so far.

We are sorry that your gaming activity was temporarily interrupted but we are happy to inform you that now your account is fully active and you can freely place bets, make deposits, and request withdrawals.

We apologize for the inconvenience created and we remind you that we are always at your disposal for any request or clarification.

Kind Regards,

SLOT10 Team

Thank you Slot10 team for your understanding. Roswitha, please let me know if you were able to withdraw your winnings.

Hi Roswitha,

Have you received your winnings?

Hi Peter,

I had already replied, but somehow it didn't arrive. So everything worked out wonderfully. The money was in my account the same day. I already thanked the Slot10 team. I would also like to thank you very much again. Without you it would not have worked so quickly. It is good that you exist.

Roswitha

Hallo Peter,

ich hatte bereits geantwortet, aber das ist irgendwie nicht angekommen. Also es ha alles wunderbar geklappt. Noch am gleichen Tag war das Geld auf meinem Konto. Ich habe mich bereis bei dem Team von Slot10 bedankt. Auch Dir möchte ich nochmal ganz herzlic danken. Ohne Dich hätte das schet nicht so schnell funktioniert. Es ist gut das es Euch gibt.

Roswitha

Hi Roswitha,

That's good news. I'm glad to hear that you received your money. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter