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I have been going back and forth with this casino trying to get my documents verified so I can go ahead with my withdrawal that I made on 1/24/23. They keep giving me the run around and have an excuse every time. I have resent the same documents over to them over and over again. And they say don’t receive them, or not right format. There’s no way it takes 3 weeks going on 4 to verify my address with a one page utility bill. I have countless emails that I screen shotted of how many times i have resent the documents. Can someone please help me get this finalized once and for all. Thank you

ps. Can I get an email address to email additional documents ?

Melissa *****

Dear mcghrist1,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please list which documents were approved and which were asked of you repeatedly?

Please forward your recent correspondence with the casino regarding the issue to my email at tomas@casino.guru, or post screenshots here.

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,

Tomas

Hi Tomas,

My license and selfie with me holding my ID has been processed, my utility bill which verifies my address has not been approved. Despite many attempts to send in the correct format which took them weeks to finally tell me what the correct format was. I will email you all the screen shots I have of us chatting. Thank you Melissa

Thank you very much, mcghrist1, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear mcghrist1,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SlotsandCasino representative to join this conversation.

Dear SlotsandCasino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi - sorry for the delayed response! The cashout for this player was processed on February 20th

Kind regards,

John Rose

Casino Manager

Dear mcghrist1,

Could you please confirm, that you have received your payment?

Thank you.

Dear mcghrist1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.