Need for Slots Casino - O processo de verificação do jogador está atrasado.

Hi!

I'm currently trying to get through the verification process for the past 4ish weeks and still wasn't verified. The verification with ID was pretty fast/instant due to the provider they're using but now I'm stuck at the Proof of funds section. The first two statements I uploaded were wrong (which was my bad) but right after I submitted the right ones twice. Even the support said "Looks good"but they still got denied. After the 4th attempt they sent me an email trying to help me or investigate me. They asked for clarification of the deposits that have been made and which method I used (Kinda weird since it should all be on their website). After explaining that I used the Visa card from the Revolut bank and also reminding them that I've already uploaded my statements to the site, they asked for further clarification on some transactions I've done. Those included "Bitpanda", "OrangeBuddies Media B.V" and "Prime Insights Group LLC".

I replied to them that I don't quite know why they need that but then still explained the deposits on my bank account. After that they wanted to get a Statement of my Bitpanda account and proof of me owning the account. I kinda felt weird about the fact that they ask about these things because they're not related to anything towards the casino so I asked them about it and since then they've been "ghosting" me. It's been 5 days since I sent the reply and still no answer, even after asking again 2 days ago they still haven't answered.

So right now I'm unsure of what to do and if this is actually normal for a casino to do (this never happened in the past years I've been using casinos) and I'm debating on just refunding the money through my bank.

Any help is appreciated!

Kind regards.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Need for Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was any income on your Revolut bank account related to winnings from a different online casino?
• Could you please explain in your own words what constitutes your main income?
• Could you please explain how much you deposited in the casino overall in the last 3 months?
• Did you achieve your winnings with the help of a bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good day,

I can gladly provide you with the information quickly.

Q: Do the earnings in your Revolut bank account come from winnings at another online casino?

A: There might be income from other casinos on there, but actually I don't have any.

Q: Could you please explain in your own words what your main source of income is?

A: My main income at the moment is mostly unemployment benefits and testing apps.

Q: Could you please explain how much you have deposited into the casino in total over the last 3 months?

A: I deposited a total of €55 at NeedForSlots, but I think it should be €300/€400 spread across all casinos.

Q: Did you achieve your winnings using a bonus?

A: No, no profit was made using a bonus.

I hope this helps you.

Best regards.

Guten Tag,

Gerne kann ich Ihnen die Informationen schnell mitteilen.

Q: Stammen die Einkünfte auf Ihrem Revolut-Bankkonto aus Gewinnen in einem anderen Online-Casino?

A: Es kann sein das Einkünfte aus anderen Casinos drauf sind, aber eigentlich habe ich da keine.

Q: Könnten Sie bitte in Ihren eigenen Worten erläutern, was Ihr Haupteinkommen ausmacht?

A: Mein Haupteinkommen ist momentan größtenteils Arbeitslosengeld und das testen von Apps.

Q: Könnten Sie bitte erläutern, wie viel Sie in den letzten 3 Monaten insgesamt im Casino eingezahlt haben?

A: Auf NeedForSlots habe ich insgesamt 55€ eingezahlt, aber auf alle Casinos verteilt sollten es 300/400€ sein denke ich.

Q: Haben Sie Ihre Gewinne mithilfe eines Bonus erzielt?

A: Nein, kein Gewinn wurde mithilfe eines Bonuses erziehlt.

Ich hoffe das Ihnen das ganze weiterhilft.

Mit freundlichen Grüßen.

Thanks for your reply and explanation.

• Did the casino provide any update regarding the verification of your account or the payout since your last post?

Please let me know

Hi!

About a week and a half later, the casino sent me another email asking me to send them my information (a screenshot of my Bitpanda account and a statement from my Bitpanda account). As I said, I still don't know why, since I didn't deposit any crypto and it doesn't make sense for me, and no other casino has asked for it.

Best regards.

Hi!

Das Caisno hat mir nach ca. 1 1/2 Wochen nochmal eine E-Mail geschickt das ich denen meine Informationen (Screenshot vom Bitpanda konto und Kontoauszug vom Bitpanda konto) zuschicken soll. Wie gesagt weiß ich bisher immer noch nicht wieso, da ich nicht mit Krypto eingezahlt habe und es daher keinen Sinn macht für mich und bisher auch kein anderes Casino gefragt hat danach.

Mit freundlichen Grüßen.

Dear LenaR,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear LenaR,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Need for Slots Casino to join this conversation and assist in addressing the complaint.

Dear Need for Slots Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear LenaR,

We have reviewed the documents you provided. In the statement linked to the card used for your deposit, we noticed transfers to your account from another account associated with BitPanda, which you mentioned is a cryptocurrency exchange.

To proceed, please provide us with:

• Proof of ownership of your Bitpanda account (for example, account details, username, or any other identifying information that clearly shows you are the owner).

• A detailed transaction statement from Bitpanda that clearly shows the transfer(s) to your Revolut account.

As a responsible online casino committed to maintaining the highest standards of security and compliance, we kindly request your cooperation in providing us with certain documents for the purpose of verifying your account.

One of the key measures we take to ensure the security of our platform and protect our players is through account verification. This process is a standard industry practice and is in line with Anti-Money Laundering (AML) regulations. By verifying your account, we can confirm your identity and safeguard your funds, creating a safer gaming environment for everyone.

Rest assured that all information provided will be handled with the utmost confidentiality and used solely for verification purposes.

Kind regards,

Need for Slots Casino

Dear LenaR,

Could you please follow the casino’s instructions and provide the requested documents directly to them?

Once you have completed this step, kindly inform us so we can continue monitoring the progress of your case. Your cooperation is important to ensure the review can proceed without delay.

I look forward to your response.

Hi!

I've sent the request documents to thr casino now. As said in the Email, I still don't quite understand why that's necessary since none of the other casinos I played at requested those.

Kind regards.

Dear LenaR,

Please note that this is a standard verification procedure, and the casino is entitled to request documentation related to the source of funds.

Dear Need for Slots Casino,

Could you please confirm whether you have had an opportunity to review the documentation provided by the player?

We look forward to your response.

Dear LenaR,

We would like to inform you that your document has been accepted, and the following withdrawal was processed on our side on the 5th of January.

Please note that it may take up to five banking days for the funds to be credited to your bank account. If the funds have not reached your account within this timeframe, please let us know, and we will be happy to assist you further.

Best regards,

Need for Slots Casino

Hi!

I can approve that I have received my withdrawal on my bank account.

Kind regards.

Dear LenaR,

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,

Stefan

Casino.Guru