SlotsGem Casino - Der Spieler muss aufgrund wiederholter KYC-Hürden mit verzögerten Auszahlungen rechnen.

The casino is constantly harassing me and two other friends with new hurdles to complete the KYC process. First just ID, then ID in hand, then receipt, then ID in one hand, a sent number on a piece of paper in the other. Then one hand is supposed to hold the ID, the other the receipt. Everything is supposed to be included in the photo, but all the details of the documents are still visible, and the photo is a maximum of 5MB in size. Very big hurdles, and once you've overcome them, the next one comes along. In the end, they claim you already have a duplicate account, and thus the withdrawal is rejected.

Das Casino gängelt mich und zwei weitere Freunde mit immer neuen Hürden zum KYC. Erst nur Perso, dann Perso in der Hand, dann Rechnung, dann Perso in der einen Hand, eine zugesandte Nummer auf einem Zettel in der zweiten Hand. Dann soll die eine Hand den Perso halten, die andere die Rechnung. Alles soll immer mit auf dem Foto sein, alle Details der Dokumente aber trotzdem erkennbar und das Foto maximal 5mb groß. Sehr große Hürden und wenn man sie geschafft hat, kommt die nächste. Zum Schluss wird dann behauptet, es gäbe bereits einen doppelaccount und damit wird die Auszahlung abgelehnt.

Hello Peffenberlin,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotsGem Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear Peffenberlin,

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.

The casino finally paid out after I submitted another photo of myself, with proof of address and a specified sequence of numbers in my hands.

So the complaint has been resolved, thank you very much!

Casino hat dann doch ausgezahlt, nachdem ein weiteres Foto von mir, mit adressnachweis und vorgegebener ziffernfolge in den Händen, eingereicht wurde.

Beschwerde hat sich also erledigt, vielen Dank!

Dear Peffenberlin,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Nick Bacon

Casino.Guru