Slots 7 Casino - O jogador está lutando para concluir a verificação da conta.

Refusing my proof of address documents. I sent 2 different documents and I keep getting the same email back like it is a bit response. I also sent 2 different forms of ID. The first one was rejected due to past renewal date. The 2nd ID was accepted then it took forever for the to except the backside of the ID. I'm so exhausted with this casino. I've been waiting since before Christmas for my winnings. It has discourage me to try any of these online casinos now.

Dear Gmadenise58,

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

I sent Canadian Federal government mail I received showing my name and address. They said it was not good enough. Then I sent a provincial government direct deposit mail slip with my name and address on it. They said it still was not good enough. I explained to them my utilities are included in my rent so I do not received those bills.

Thank you very much for your reply, Gmadenise58. Before we contact the casino, 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.

I forwarded the email correspondence to Kristina.s@casino.guru. Please confirm if you received them, thanks.

Dear Denise,

Apologize for the inconvenience. We have reviewed your documents. We have received scanned copy of Direct deposit form from you.

However, We can accept utility bills, Regular bank statements or credit card statements only. Kindly attach statement of the bank so that we can move further.

Regards,

Slots7Casino

Hello everyone,

Thank you both for your replies.

Gmadenise58, could you please advise if you have already provided the document Slots7Casino requested in this thread?

No, I told them I do not have utility bills (It is included with Rent) and I get bank statements via email. I do not want to send anymore documentation in especially my banking information to then when it has taken way to long already.

I do not own a credit card either.

I am sorry, Gmadenise58, but if you refuse to provide the necessary documents, I am afraid that we won't be able to proceed with this complaint.

I do not have any documents they want me to submit. I don't understand. I sent them my direct deposit form from the government.

Thank you very much, Gmadenise58, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Gmadenise58,

I'm Michal and I have taken over your complaint. I have reviewed this case and as my colleague, Kristina mentioned the casino can request various documents for the KYC and AML process.

As per the last response from Slots 7 Casino "We can accept utility bills, Regular bank statements or credit card statements only. Kindly attach statement of the bank so that we can move further."

I understand that you can't provide utility bills as they are not in your name and you don't have a credit card, but you should be able to provide the bank statements. I can only kindly ask you to please provide the acceptable documents to Slots 7 Casino so we can move with your complaint further

Dear Gmadenise58,

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.

I can attach my cable bill.

Thank you for your reply and the utility bill you provided Gmadenise58.

Dear Slots 7 Casino,

Is the provided utility bill sufficient to successfully complete the player verification process?

Dear Gmadenise58,

As screenshots are not accepted by us for KYC verification, kindly provide your entire utility bill in a pdf format. 

Kind Regards,

Slots 7 Casino

Wow this is unbelievable? What exactly do they want to see on my entire bill? They see my account number already, name and address and date. Seriously!!!

Dear Gmadenise58,

A utility bill in PDF format is a standard requirement. You have the cable bill so it should be very easy to provide the bill in PDF format as well. Usually, the companies send the bill to your email already in PDF format or you should be able to download a PDF version of the bill in your customer account.

I can only advise you to please provide the utility bill in the required format, so the verification can finally be done successfully.

Dear Gmadenise58,

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.

Dear Gmadenise58,

Unfortunately, as you have not responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint. There is not much that can be done without your cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

The player can reopen this complaint at any time.