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Subject: Delayed withdrawal and pending KYC verification – Slim King

Hello Casino Guru team,

I am submitting a complaint regarding Slim King Casino (slimking5.com).

On July 23, 2026, I requested my first withdrawal of €500 via Visa. Three days later, I was asked to complete the KYC verification process, which I completed immediately by submitting all requested documents. Subsequent withdrawal requests were also submitted.

However, my account verification has remained pending for days without progress. Whenever I contact live support, agents provide repetitive script answers, try to offer free spins to keep me playing, and avoid escalating my verification status.

I have stopped playing and declined all bonus offers to keep my balance clear. I kindly ask for your help to resolve this delay so my account can be verified and my pending withdrawals processed.

Thank you for your assistance.

[redacted]

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear MajaMarko,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

The casino previously rejected my uploaded documents because they were submitted as screenshots.

I have now converted all required documents into PDF format and successfully re-uploaded them directly to the SlimKing website. As shown in the attached screenshot, all documents (Proof of Address, Transaction History, and Card Photo) are now officially submitted and marked as 'Under review'.

Best regards,

[redacted]

Hello,

My bank (OTP Bank) generates official monthly PDF statements at the beginning of each following month, so the full statement for July 2026 is not available yet. Furthermore, the online banking portal only exports CSV format for custom date ranges.

I have uploaded the individual PDF deposit confirmations for BUYBUY1 directly to SlimKing under the Transaction History section, and I am attaching a screenshot from my official online banking portal showing all BUYBUY1 deposits.

Best regards,

[redacted]

Update:

I have just uploaded the official July bank statement that became available today. The status for Transaction History is now updated to "Under review" on SlimKing.

Dear Jean and MajaMarko,

Thank you for the update, and for your continued cooperation throughout this process.

I want to give you a clear picture of where things currently stand. Your withdrawals remain on hold at this time because your account verification (KYC) has not yet been fully completed. This is a mandatory step for all players before any funds can be released, and it's set out in our Terms and Conditions, which you agreed to when creating your account:

Section 5 – Verification of your age, identity, and other checks

5.1: You must provide us with all information that we may request in order to manage your account, verify your identity or the source of the funds deposited to your account. This includes (but is not limited to) properly certified ID, proof of residence, proof of ownership and transaction histories of the payment methods used, including bank or credit/debit card statements etc.

5.2: We may, at our sole and absolute discretion, use any additional procedures and means we may deem fit to verify your identity, age, residence and other circumstances (KYC), both before and after effecting deposits into your account and/or making a withdrawal.

Regarding your Transaction History, the earlier documents you submitted didn't meet the requirement, we needed a bank statement covering all deposits made to your account since 23 July, and the individual deposit confirmations and screenshot you provided initially didn't fully satisfy this.

We can now confirm your official July bank statement has been received and is currently showing as "Under review" on our system. Please allow our verification team the necessary time to go through this document properly.

Once verification is fully completed, your pending withdrawals can move forward for processing, in accordance with:

Section 6.16:

The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

Section 6.15:

Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.

We appreciate the effort you've put into getting these documents sorted, and we'll make sure you're updated as soon as the review of your bank statement is finalized.

Kind regards,

Slim King Casino

Thank you for confirming the receipt of my official July bank statement. 

I can see in my account that the document is currently "Under review". I look forward to the final approval of my verification so that my withdrawal request of €1,000.91 can be processed. I will keep Casino Guru updated as soon as the status changes.

Dear MajaMarko,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Jean,

No, the withdrawal has not been received yet. My July bank statement is still showing as "Under review" on the SlimKing verification page, so the KYC verification has not been finalized yet. I am still waiting for them to complete the review and approve the payout.

Best regards,

[redacted]

Hi Jean,

Quick update regarding SlimKing: My transaction history/bank statement document is still currently marked as "Under review". No change on their verification status yet.

Best regards,

[redacted]

Dear Jean and MajaMarko,

Thank you both for your patience throughout this process.

I'm pleased to confirm that Maja's account has now passed verification, and her documents have been fully approved.

As verification is now complete, Maja is welcome to go ahead and submit her withdrawal request through her account. Once the request has been made, it will be worked through by our financial department within 3 (three) business days, in line with our standard procedures.

For full transparency, this is governed by our Terms and Conditions:

Section 6.15: Requests to withdraw funds are worked through by the financial department within 3 (three) business days after the request is made and/or 3 (three) business days after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms.

Section 6.16: The Company may delay processing of your withdrawal request to perform checks of your identity, account balance, source of funds and of your compliance with the Terms. The Company reserves the right to postpone performing any payments or providing the sum of the winnings until all verification procedures and checks outlined in the Terms are successfully completed.

Section 5.1 and 5.2 of our Terms also confirm that players must provide requested identity and verification information, and that we may use any procedures we deem necessary to complete this KYC process, both of which have now been satisfied in MajaMarco's case.

We appreciate MajaMarcos's cooperation in getting the required documents submitted. Please go ahead and submit the withdrawal request, and we will follow up here once it has been processed.

Kind regards,

Slim King Casino team

Hi Jean,

Thank you to the SlimKing team for fully approving my account verification!

Because the maximum limit per transaction is €500, I have just submitted a withdrawal request for €500 today, August 10th. (I will request the remaining balance as soon as system rules allow / as soon as this request is processed).

I will keep Casino Guru updated once the status changes or the funds arrive.

Best regards,

[redacted]

Dear Slim King Casino,

Thank you for your cooperation in addressing this complaint and for updating us regarding the player's verification status.

Dear MajaMarko,

I am delighted to learn that your account has been fully verified and that you have successfully requested your first withdrawal.

Please keep us updated in a week; I look forward to hearing about your progress.

Hi Jean,

Just a quick update for SlimKing: My first withdrawal request of €500 (submitted on August 10th) is still currently showing as "Under review".

Since today is the 3rd business day, I hope it gets processed shortly so I can request the remaining balance of €500.91. I will keep you posted!

Best regards,

[redacted]

Hi Jean,

Quick update: It turns out my bank temporarily flagged the withdrawal transaction for security reasons, which caused SlimKing to cancel it.

I have now cleared it with my bank and resubmitted the €500 withdrawal request on SlimKing. I will let you know as soon as it goes through!

Best regards,

[redacted]

Hello Jean,

I have some great news regarding SlimKing! The first withdrawal of €500 has been successfully processed and approved by the casino.

I have now submitted the withdrawal request for the remaining €500. I will keep you updated as soon as this second payment is processed or if it arrives in my bank account.

Thank you for your continued support!

Best regards,

[redacted]

I am pleased to learn that you were able to resolve the issue with your bank regarding the withdrawals and that you have finally received your first payout from the casino.

Please keep us updated. Thank you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear MajaMarko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Jean