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Dear Casino Guru Team, I have a problem verifying my IDs at Slots Empire Casino. Hope to solve this with your help.

 Before registering, I contacted the support service and received a written confirmation that I can play in this casino and there are no restrictions for me personally and players from my country.

I was asked which payment method I prefer. I chose a credit card. I was asked to fill out a form and submit a scan of my credit card cards. I did it.

 I've been waiting for confirmation of the for a whole month. I cannot make a deposit because after I have submitted the documents to the casino, turn off the payment option for credit cards. Documents are not checked. They say that they will start checking after my successful deposit. It's a vicious circle.

Dear Igor,

Thank you for your email.

We confirm the receipt of the validation documents.

Please take into consideration that we can approve them after the 1st successful purchase.

Please let us know if you need further assistance.

Sincerely,

Miriam o***

Validation Department

Slots Empire Casino

How can I make a deposit if the casino does not accept it?

Dear Djcent,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a couple of questions, so I can understand the whole situation completely. Is there any other acceptable payment method that you could use to deposit funds into your account? How many days ago you have submitted all the personal documents for the verification?

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela Kontos. Thank you for considering my question.

On January 24, I applied to verify my account. As the casino managers explained to me that before making a deposit using a credit card, I must fill out the form provided on the site. Send a color copy of both sides of my card. In general, get tested. I did it. Now casino representatives tell me that they will start checking after the first successful deposit. I can not do it. Since they removed the credit card payment option. Other options for replenishing the account are unacceptable for me. I am sending the correspondence to your mail.

Regards Djcent

Дорогой Petronela Kontos. Спасибо что рассматриваете мой вопрос.

24 января я подал документы на проверку моего счета . Так как менеджеры казино мне пояснили, что прежде чем сделать депозит с помощью кредитной карты я должен заполнить форму предоставленную на сайте. Отправить цветную копию двух сторон моей карты. В общем пройти проверку. Я это сделал. Теперь представители казино говорят мне что начнут проверку после первого успешного пополнения. Я не могу этого сделать. Так как они убрали опцию оплаты по кредитной карте. Другие варианты пополнения счета для меня неприемлемы. Переписку высылаю вам на почту.

С уважением Djcent

Thank you very much, Djcent, for your email. If I understood correctly there’s a technical problem related to a specific payment method that is preventing all the players from depositing that way at the moment.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence.

If there are alternative ways to deposit funds into your account, I can only recommend trying those. If none of the other options is acceptable for you, unfortunately, there’s nothing we can do for you to help you. If you’re experiencing difficulties from the very beginning wouldn’t it be more convenient to find a different casino? Please let me know how you’d like to proceed with this case. 

Dear Petronela Kontos. Thank you for helping with this issue.

Let's try to understand this problem.

Based on your site's data, this casino has a high rating. It is also possible to pay by credit card. Players from Kazakhstan are accepted. This is undeniable. Having analyzed all these facts, I decide to play at this casino. I contact the support service and receive a written confirmation about the possibility of becoming a player in this casino.

What is actually happening. When I try to make a deposit,. I am offered to send the card details. I am filling out the form. I'm sending copies of my credit card. Immediately after that, the casino removes the card payment option.

I am offered a different payment method. Unacceptable to me. This is bitcoin. I go through the registration and open an account in this system. When I am ready to make a deposit, to my surprise I see that this option is not available to me either. In addition, verification of documents will start only after my successful replenishment. This is cheating.

This is not a technical issue. I see here a clear ridicule and unwillingness to give me the opportunity to play. I.e

I was forced to give my card details. Create a bitcoin wallet. And all this is in vain. Since none of these payment methods work.

I turned to you for help in the hope of solving this problem, and I am getting advice to find another casino.

I have one question . Why can't I play at this casino?

Дорогой Petronela Kontos. Спасибо что помогаете в этом вопросе.

Давайте попробуем разобраться в этой проблеме.

Судя по данным вашего сайта это казино имеет высокий рейтинг. Также есть возможность оплаты кредитной картой. Игроки из Казахстана принемаются. Это неоспоримо . Проанализировав все эти факты я решаю играть в этом казино. Связываюсь со службой поддержки и получаю письменное подтверждение о возможности стать игроком этого казино.

Что происходит на деле. Когда я пытаюсь сделать депозит ,. мне предлагают выслать реквизиты карты. Я заполняю форму . Отправляю копии моей кредитной карты. Сразу после этого казино убирает опцию оплаты по карте.

Мне предлагают другой способ оплаты. Неприемлемый для меня. Это bitcoin. Я прохожу регистрацию открываю счёт в этой системе. Когда я готов сделать депозит , к своему удивлению вижу что и эта опция для меня недоступна. Ко всему ещё и проверку документов начнет только после моего успешного пополнения. Это же обман.

Это не техническая проблема . Я вижу здесь явную насмешку и нежелание дать мне возможность играть. То есть

Меня заставили дать реквизиты моей карты . Завести bitcoin кошелёк. И все это зря. Так как ни один из этих способов оплаты не работает.

Я обратился к вам за помощью в надежде решить эту проблему , а получаю совет найти другое казино.

У меня один вопрос . Почему я не могу играть в этом казино?

Dear Djcent,

The answer is simple. If I was experiencing difficulties with a certain casino from the very beginning, before being even able to deposit funds into my newly created account, I would be worried about what can possibly happen when I’ll try to withdraw my winnings later.

Please understand, that not all the payment methods are available and accessible in all the countries. However, I can see that you’re more persistent than I would ever be.

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.

Thank you for understanding.

Спасибо за понимание.

Hello Djcent,

I looked at your complaint and will do my best to help you. I would like to invite Slots Empire Casino into this conversation. Casino, can you please specify why is this player experiencing problems with depositing money?

Hello Djcent,

Thank you for your feedback.

We have been informed by the RTG gaming provider that your account details have been evidenced in committing a reversal on 1 of the RTG gaming sites. Therefore the services can no longer be provided under the credentials listed.

Regards,

Slots Empire Casino Team

Hello. Of course, I expected a trick answer from you, but not such an obvious lie. I have never canceled my funds or withdrawn my deposits at any casino. On the contrary, after several of my victories. One casino that belongs to your group announced that I am a potentially dangerous gambler.

Dear Casino Guru Team. If you are really fighting the unfair treatment of dishonest casinos towards players. I ask you to consider my question in more detail. If, on the contrary, you cover illegal actions, then it is better to immediately close my access to your site. Since I, by nature, have a very negative attitude towards all manifestations of lies and do not tolerate deception.

Здравствуйте. Я конечно ожидал от вас ответа с подвохом, но не такой явной лжи. Я никогда ни в каком казино не аннулировал своих средств и не отзывал своих депозитов. Напротив после нескольких моих побед. Одно казино, которое входит в вашу группу объявило что я являюсь потенциально опасным игроком.

Уважаемая команда Casino Guru. Если вы действительно боритесь с несправедливым отношением нечестных казино по отношению к игрокам. Прошу вас более подробно рассмотреть мой вопрос. Если же напротив покрываете противоправные действия, то лучше сразу закройте мне доступ к вашему сайту. Так как я по своей природе очень негативно отношусь ко всем проявлениям лжи и не терплю обмана.

Dear Casino,

I'll need some evidence which confirms your claims. Please, send it to my email: viliam.v@casino.guru.

Dear Djcent,

I've received evidence from Casino. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but 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.