Slotmaniax Casino - Processo KYC do jogador atrasado, afetando o pagamento.

The casino has been unable, for a week (!), to complete the KYC process. They haven't even looked at the documents I submitted. Of course, without verification, there's no payout.

Das Casino schafft es seit einer Woche (!) nicht, den KYC Prozess abzuschließen. Die eingereichten Dokumente werden nicht einmal angesehen. Natürlich gibt es ohne verify keine Auszahlung.

Dear DiePartei,

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.

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 understand the KYC process, but it takes an unusually long time.

According to the chat it should take a maximum of 72 hours, but over a week has now passed.

I uploaded my passport and household bills.

Best regards

Guten Morgen!

Ich verstehe den KYC- Prozess, aber das ist eine ungewöhnlich lange Dauer.

Laut Chat sollte es maximal 72 Stunden dauern, mittlerweile ist über eine Woche vergangen.

Hochgeladen habe ich Reisepass und Haushaltsrechnung.

Liebe Grüße

It has now been done after repeated requests from me. I will now make a test withdrawal. LG

Wurde mittlerweile nach mehrmaliger Urgenz meinerseits erledigt. Werde nun eine Testauszahlung machen. LG

Thank you for your reply, DiePartei. I am happy to hear that the verification was successful. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Unfortunately nothing has happened since then. No payout, no response to email, live chat no longer exists either...

Leider tut sich seitdem nichts mehr. Keine Auszahlung, keine Reaktion auf Mail, Live- Chat existiert auch nicht mehr....

It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals.

Could you please advise when exactly you requested this withdrawal?

It's been about a week now. But there is no communication at all now, that's a bad sign for me... Kind regards

Ungefähr eine Woche ist es nun her. Es gibt aber keinerlei Kommunikation mittlerweile, das ist für mich ein schlechtes Zeichen….. Liebe Grüße

I understand. I would recommend that we give it another week. I will leave this complaint open, and if you do not receive the withdrawal, please let us know and we will intervene. Thank you very much for your patience and understanding.

The money was transferred via bank. Thank you!

Best regards

Das Geld wurde per Bank überwiesen. Vielen Dank!

Liebe Grüße

Dear DiePartei,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru