Sloto'Cash Casino - Играчът се мъчи да завърши KYC проверка.

I sent on 21/09/2020 and subsequently 28/09/2020 all the documents requested (identity document, selfie and bank account) and I still have the unverified account with the amount indicated to withdraw. Every week they come up with an excuse not to verify the account. They even contested the validity of the photo of my identity document (European driving license) saying that it has expired (the license was renewed in 2012 and expires in 2022!). I sent all the documentation again today asking for the validation of the game account but I doubt that they will proceed positively in the validation of the same.

Ho inviato in data 21/09/2020 e successivamente 28/09/2020 tutti i documenti richiestimi ( documento di identitá, selfie e conto bancario ) ed ancora ho l'account non verificato con la somma indicata da prelevare. Ogni settimana si inventano una scusa per non verificare l'account. Addirittura hanno contestato la validita della foto del mio documento di identitá (patente di guida europea) dicendo che e scaduta ( la patente é stata rinnovata nel 2012 e scade nel 2022!). Ho inviato oggi nuovamente tutta la documentazione chiedendo la convalida del conto gioco ma dubito che procederanno positivamente nella validazione dello stesso.

Dear Igor,

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. 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. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Hello, I have attached all the documents sent to the casino in question and they are of excellent quality and legible. They dispute the photo that is expired to them, it is not clear why an expired photo also infects a valid identity document. I sent him a selfie and clearly the photos cannot be identical as they are taken in different periods! On the other hand I have no other documents to show at the moment because the passport has expired a few days ago and I have never renewed the identity card having the driving license ... I just know that every time I speak to the assistance they say they have patience ... But after almost a month the same is ending ... Everything has a limit!

Buongiorno, vi ho allegato tutti i documenti inviati al casinò in questione e sono di qualità ottima e leggibili. Mi contestano la foto che a loro risulta scaduta, non si capisce il motivo per cui una foto scaduta infici anche un documento di identità valido. Gli ho inviato un selfie e chiaramente le foto non possono essere identiche in quanto fatte in periodi differenti! D'altra parte non ho altri documenti da  esibire al momento perché il passaporto é scaduto da pochi giorni e la carta di identità non l'ho mai rinnovata avendo la patente guida... So solo che ogni volta che parlo con l'assistenza mi dicono di avere pazienza... Ma dopo quasi un mese la stessa sta finendo... Tutto ha un limite!

Thank you very much, Igor, for your reply. I will now transfer your complaint to my colleague Viliam 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 Igor,

I looked at your complaint and will do my best to help you. I would like to invite Sloto Cash Casino into this conversation. Can you please specify what is the problem with player’s verification?

Hi there,

The player's cashout is currently pending and should be processed soon.

Hi Viliam, the problem still unknown to me was most likely related to the photo that according to them had expired while the document did not (expires in 2022!)? Therefore it is not really clear why they delayed the verification and consequently also the payment. In the end, however, they solved this problem. I thank you and all the team for the assistance received. Sincerely.

Ciao Viliam, il problema ancora a me sconosciuto si riferiva molto probabilmente alla foto che secondo loro era scaduta mentre il documento no (scade nel 2022!) ? Pertanto non si capisce effettivamente il motivo per cui abbiano ritardato la verifica e di conseguenza anche il pagamento. Comunquesia alla fine hanno risolto tale problematica. Ringrazio te e tutto il team per l'assistenza ricevuta. Cordiali saluti.

Dear Igor,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam