Slotimo Casino - Der Spieler hat Mühe, die Kontobestätigung abzuschließen.

Dear Sir or Madam, I gambled away more than €6000, then I won and wanted to pay out €5000. Attempt one failed because I entered my own name instead of the bank name, and the answer came relatively quickly. Attempt two, about three days ago, they wanted a bank statement and a bill from the electricity supplier from me, and I immediately replied to the email. I submitted the necessary documents and haven't heard from them for about three days. I write to the live chat almost every day, which keeps asking me for patience. I'm afraid I won't get my money.

Sehr geehrte Damen und Herren , ich habe mehr als 6000€ verspielt , anschließend habe ich gewonnen und wollte 5000€ auszahlen . Versuch eins hat gescheitert weil ich statt Banknamen meinen eigenen Namen eingegeben habe , die Antwort kam relativ sehr schnell . Versuch zwei ca vor drei Tagen wollten die von mir ein Kontoauszug und eine Rechnung vom Stromversorger , habe sofort auf die email geantwortet. Die nötigen Unterlagen habe ich eingereicht und ca seid drei Tagen höre ich nichts mehr von den . Ich schreibe fast jeden Tag dem Live Chat , der mir dann immer wieder um Geduld bittet . Ich habe Angst das ich mein Geld nicht bekomme .

Dear K61sergio,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the issue with your name has been resolved? If yes, and if you are sure you provided all the required documents in the correct format and sufficient quality, I would recommend that we give the casino at least one more week to review your documents. It can take a few days to fully verify an account, so we just want to make sure the casino has enough time to complete the process. I will leave this complaint open in the meantime, so please, keep us informed about any further developments.

Thank you in advance for your reply.

Best regards,

Kristina

Dear K61sergio,

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.