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Hello, I am trying to verify my account for more than 15 days, and they do not verify it,

They ask me for a utility bill, a photo of my document on both sides, and a selfie with my document, I sent all the documents and now they tell me that my document with my selfie is not clearly visible. But I think clearer you can't see my names and document number.

Hola, estoy tratando de verificar mi cuenta desde hace más de 15 días, y no me la verifican,

Me piden factura de servicios, foto de mi documento por ambos lados, y una selfie con mi documento, envie todos los documentos y ahora me dicen que mi documento con mi selfie no se ve claramente. Pero creo que más claro no se puede ver mis nombres y número de documento.

Dear Juan David,

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 casinos takes KYC lightly.

Do I understand it correctly that a selfie with your ID seems to be the only obstacle standing between you and your winnings? I could only suggest sending another selfie from a different angle. Please bear in mind these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, Juan David, for your reply. Even if the pictures look fine by me, I'm not the one who's in charge of verifying or approving them for you.

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.

Hi Juan David,

I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotastic Online Casino to the conversation to participate in the resolution of this complaint.

Thank you very much Peter I want to know exactly what is the problem with the photo, because I cannot find the problem.

Muchas gracias Peter deseo saber exactamente cuál es el problema con la foto, porque yo no encuentro el problema.

Dear Juan,

Hope you are doing well.

We understand your frustration, and we appreciate your patience during this process. Normally, the account verification can take up to 3-5 business days, and with all the public holidays and the requests, we received it can take a bit longer.

You will receive an email confirmation as soon as possible, hopefully, with the good news that your account will be verified.

If you need anything else, please do not hesitate to contact our customer support.

Kind regards,

Slotastic Casino Representative

Thank you Slotastic Casino team for your reply.

Dear Juan,

Let's wait till the end of this week and then let me know if your verification was successful or not.

Good morning, I want to inform you that my documents have already been approved, and now I am waiting for you to approve my withdrawal for $ 180, I will be informing you what happens with my withdrawal, thank you very much for your help.

Buen días, quiero informarles que ya mis documentos fueron aprobados, y ahora estoy esperando que me aprueben el retiro por 180 $, les estaré informando que pasa con mi retiro,muchas gracias por la ayuda.

Hi Juan,

That is good news. Hope you will receive your withdrawal soon.

Hi Juan,

Have you received your funds?

Hi Peter,

We can confirm that Juan has received his payment via Bitcoin.

If you need anything else, please let us know.

Kind regards,

Slotastic Casino Representative

Hi,

Thank you Slotastic Casino team for your reply. Even though we assume that the issue has been resolved, without a confirmation from the player, we are rejecting this complaint.

Best regards,

Peter