OneSlot Casino - 検証のため、プレイヤーの引き出しが遅れています。

Hello. I have a problem with a withdrawal from Oneslot Casino. I completed the full verification process by sending:

a bank statement

a selfie with my ID

proof of address

I made a first, so-called "test" withdrawal of €100 to see how fast their withdrawal process works. Everything went fine — the withdrawal was processed fairly quickly, within a day.

So, I deposited €500 and started playing. I had an insanely lucky night and won over €10,000. And that’s when the problems began.

I requested a withdrawal of the €10,000, waited three days for them to approve it, and then they canceled it, saying I had to go through the same KYC identity verification process again.

They haven’t replied to my email for three days now, even though I sent all the documents they asked for.

I’ve contacted customer service many times, and each time I get the same response: that I have to wait, that they can’t reach the KYC department, and that they can’t speed it up.

Please, I need help — I don’t know what to do!!

Dear Alex2039,

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 take 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 did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Alex2039,

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.

The player can reopen this complaint at any time.