OneSlot Casino - Spillerens tilbagetrækning er forsinket på grund af KYC-problemer.

I would like to express my growing frustration and disappointment regarding the unreasonable delay in processing my KYC documents. I have submitted all the required documents on time and as instructed. Despite this, I have not received any meaningful response or update on the progress of the processing.

I've sent at least ten emails asking for clarification or a status update, but the only response I've received is the same generic message from customer support:

"Your documents are still being reviewed. As a support person, I have no way to speed up or influence the process."

I understand that verification processes can take time, but this delay is exceptional. I have used several online casinos before and none have delayed the basic KYC check this long. What is particularly frustrating is the lack of communication and transparency, if there is a reason for the delay, the customer has the right to know about it.

It is also concerning that the live chat service is unable to provide additional information or escalate the issue. In such a situation, the customer is left completely without help or a solution, which is not in line with the general customer service standards in the industry.

Haluan tuoda esiin kasvavan turhautumiseni ja pettymykseni liittyen KYC-asiakirjojeni käsittelyn kohtuuttomaan viivästymiseen. Olen toimittanut kaikki vaaditut asiakirjat ajoissa ja ohjeiden mukaisesti. Tästä huolimatta en ole saanut minkäänlaista merkittävää vastausta tai päivitystä käsittelyn etenemisestä.

Olen lähettänyt vähintään kymmenen sähköpostia pyytäen selvennystä tai tilannepäivitystä, mutta ainoa vastaus, jonka olen saanut, on sama geneerinen viesti asiakastuesta:

"Asiakirjasi ovat edelleen tarkastelussa. Tukihenkilönä minulla ei ole mahdollisuutta nopeuttaa tai vaikuttaa prosessiin."

Ymmärrän, että tunnistautumisprosessit voivat viedä aikaa, mutta tämä viivästys on poikkeuksellinen. Olen käyttänyt useita nettikasinoita aiemmin, eikä yksikään ole viivytellyt perus-KYC-tarkistuksessa näin pitkään. Erityisen turhauttavaa on viestinnän ja läpinäkyvyyden puute jos viivästykseen on syy, asiakkaalla on oikeus tietää siitä.

Huolestuttavaa on myös se, ettei live-chat-palvelu pysty tarjoamaan lisätietoa tai eskaloimaan asiaa eteenpäin. Tällaisessa tilanteessa asiakas jää täysin ilman apua tai ratkaisumahdollisuutta, mikä ei vastaa toimialan yleisiä asiakaspalvelun standardeja.

Dear slotsloveme,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please allow me to ask you a few questions so I can better understand the situation.

• Which documents did the casino ask for, and which documents did you submit?
• When did you submit your documents? Is it possible for you to share the status of the verification of your documents and share this screenshot with me?
• Is your payout still showing as 'pending' in your account?
• Share screenshots here or send the information to my email at [email protected]

Looking forward to hearing from you.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I sent them via mail 30.3.2025

Required Documents:

- Passport

- Selfie with Passport

- Bank Statement (Last 3 Months)

- Selfie with Credit Card / Bank Card

Thanks for the explanation.

• Have you received any updates regarding the verification status of your documents?
• Were you able to submit a withdrawal request since your last post?

Dear slotsloveme,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru