SlotsGem Casino - Играчът вярва, че изтеглянето се бави.

Despite having sent over 20 documents proving my identity, they are doing everything they can to prevent you from refunding your winnings. They want to send a photo of the ATM card with my name and surname, but you know full well that the ATM card doesn't show my name and surname. I sent them a screenshot of my online banking account, which certifies that I am the owner of the ATM card and shows the deposit I made, and despite all this, they are refusing to refund my winnings. I am asking for your help because I had a similar problem with another casino in the past, and it was resolved thanks to you.

nonostante abbia inviato più di 20 docuementi attestanti la mia identità, fanno di tutto per non farti il rimborso delle vincite. vogliono inviata una foto del bancomat con il nome e cognome, ma sapete benissimo che nel bancomat non viene riportato il nome e cognome. ho inviato lo screen shot dell'home banking che attesta che sono il titolare della carta bancomat e con evidenza del deposito che ho effettuato a loro, e nonstante tutto mi rifiutano il rimborso delle vincite. chiedo il vostro aituo perchè in passato ho avuto un problema simile con altro casinò ed è stato risolto grazie a voi.

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Dear sangiorgiosal1966,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear sangiorgiosal1966,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

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Thank you in advance for your time and feedback.

Best regards,

Karla