Slot Madness Casino - Player’s struggling to verify.

I sent my verification info on 11/28/2022 and still haven’t received a email or my info isn’t verified

Dear naelynnp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Do I understand correctly you submitted documents for verification in the casino? Which documents exactly have you submitted for verification so far? Has the casino at least confirmed they received them? Do you have any pending withdrawals?

Looking forward to hearing from you.

Best regards,

Tomas

Tomas,

Yes I submitted my documents which include my drivers license and a debit card statement. This was all that I was told to turn in. I’ve sent 2 emails a follow up as well. I haven’t even got a response back from them saying they received it. Yes I do have a withdrawal that I can’t take out until I’m verified

Could you please specify the amount you want to withdraw from the casino? Did you accumulate your winnings using bonuses or real money? Please let us know.

This is the balance that I want to withdrawal. I used one deposit bonus code and won

Dear naelynnp,

Have you contacted the casino's live chat support? Did they say why the verification of your documents is delayed? Please forward any relevant communication to tomas@casino.guru, alternatively post it here.

It doesn’t let you do live chat it says it has it but there isn’t any icon to open it. The phone number they have doesn’t work

They finally reached out to me today and said their reviewing my info

Thanks for the update, naelynnp. I can confirm the live chat button doesn't work for me either. Please let me know if the casino makes any progress about your withdrawal request, and if you are still in need of our help after a few days we'll intervene. I'll set the timer to 7 days. Thanks for your understanding.

So I haven’t heard anything from them. I sent in everything I needed to

Hello naelynnp,

Have you received any news since your last message?

No I haven’t I’ve even emailed them again

The email I received was just for the credit card form

Hello naelynnp,

I apologize for not replying sooner.

Did you fill out the form the casino sent you? Was the casino able to process your withdrawal yet? I'll look forward to your reply.

Dear naelynnp,

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 have sent the casino multiple emails with my verification info and haven’t had a response. The only response I had was the one I got for filling out the credit card form.

Thank you very much, naelynnp, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi naelynnp,

I've just reviewed your case and fully understand your concerns about the problems with the verification of your account. I will contact the casino and we'll see what can be done to help you with your issue.

Dear Slot Madness Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please provide any specific reason why the player has been experiencing problems with the verification? Could you confirm that you've received all the necessary documents or something has been missing?

I hope to hear from you soon.

Kind regards,

Natalia

Greetings all,

I've reviewed the situation and I can't locate the documents in question within our system, I can however assist with verification if you would like naelynnp.

Regarding your potential withdrawal, the terms and conditions of the casino do not allow more than one consecutive free bonus without a cash deposit in the middle. The funds in question are resulting from play on your 6th consecutive free chip without a deposit. Unfortunately those funds would not be eligible for withdrawal.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

Dear naelynnp,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

Dear naelynnp, you can request to reopen this complaint at any time.

Regards,

Natalia