Slothub Casino - Играчът чака одобрение от KYC.

Submitted all docs for KYC 5 days ago and sice then the account team in not replying to any of my emails. The support is using vague approach telling to be patient and that they will do it as soon as possible. I am waiting for the KYC for being able to withdraw 2000 euros,but feel that it's not going to happen.

Dear Andreighioca,

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

Have you been informed what specifically seems to be a problem in verifying your account? Were your winnings accumulated with or without an active bonus?

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,

Petronela

Dear Andreighioca,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have not received any kind of feedback from the KYC team, neither positive nor negative. All winnings were gained without using a bonus.

Thank you very much, Andreighioca, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

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

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

Thank you!

Hello,

At SlotHub, the safety and security of our players are important. To ensure this, we implement KYC verification, which is an essential procedure across our platform. Please be informed that this verification can typically range between 3-7 business days.

Upon reviewing the details pertaining to the player in question, it has come to our attention that we initiated the KYC verification process by communicating with them via email on July 28, 2023.

In the midst of this verification process, on August 1, 2023, the player reached out to our support team, expressing the desire to close their account. Respecting their decision, we promptly acted on their request.

Given the transparency and adherence to our protocols in this situation, we find no irregularities or reasons for further action. Should you require additional information or clarifications, please do not hesitate to get in touch with us.

Kind regards,

SlotHub Casino

Dear Andreighioca,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.