CosmicSlot Casino - O jogador está com dificuldades para passar na verificação.

This casino is a complete joke. I have sent dozens of documents for account verification and they are all refused, just to prevent me from making withdrawals. I've sent several bank statements and they act like they're making fun of the customer!

Este casino é uma perfeita anedota. Ja enviei dezenas de documentos para verificaçao de conta e sao todos recusados, so para evitar que faça levantamentos. Enviei varios extratos bancários e agem de forma a que parece que estejam a gozar com o cliente!

Dear Epedro46,

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 advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Good morning

I have provided numerous documents in the formats and conditions requested:

passport

citizen's card

selfie with document in hand

bank statements for two complete accounts

government declaration of residence

bank statements from unused casino account

The issue is that the casino doesn't want to make the payments!

I have 3 pending withdrawal requests and they don't want to process them!

Bom dia

forneci inumeros documentos e nos formatos e nas condiçoes solicitadas:

passaporte

cartao do cidadao

selfie com documento na mao

extratos bancarios de duas contas completos

declaracao de residencia do governo

extratos bancarios de conta nao usada no casino

A questao prende se com o facto do casino nao querer fazer os pagamentos!

tenho 3 pedidos de levantamentos pendentes e não os querem processar!

Thank you very much for your reply, Epedro46. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Epedro46,

KYC is quite an important process for us as we need to make sure that we send the money to the rightful owner.

Our KYC team has provided a list of documents and guidelines to successfully verify your identity. After you failed to adhere to the guidelines, we went ahead and reduced the list of documents required for identity verification.

Your account was successfully fully verified on the 13th of February and most of the pending withdrawals have already been successfully paid out. Please confirm this on your end.

All remaining withdrawal requests will be paid out shortly.

Best Regards, Cosmicslot Team

It's not true that I didn't comply with the guidelines. I sent dozens of documents, all following what was requested, and they were all rejected.

with regard to withdrawals, they don't meet the deadline they set in the casino's terms and conditions and the chat operators also set deadlines that are never met.

i have sent more than 60 emails that have not been answered either!!!

Não é verdade que não cumpri as directrizes. enviei dezenas de documentos, todos seguindo o que era pedido e todos iam sendo rejeitados.

em relaçao aos saques, não cumprem o prazo que estabelecem nos termos e condoçoes do casino e os operadores de chat indicam de igual forma prazos que nunca sao cumpridos.

enviei mais de 60 emails que também não foram respondidos!!

Dear Epedro46,

Your account was fully verified before you contacted Casino Guru.

All your active withdrawal requests have been successfully processed.

Best Regards, Cosmicslot Team

Hello everyone,

Thank you both for your replies.

Epedro46, could you please clarify if you've already received your winnings?

I received it and have already requested the closure of my account at this casino.

thank you for your help!

Recebi e ja pedi o fecho da minha conta neste casino.

obrigada pela ajuda!

Dear Epedro46,

I am happy to hear that your withdrawal was processed successfully. 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, 

Kristina

Casino.Guru