Slot Cloud Casino - 書類承認のため選手の撤退が遅れています。

Casino is refusing to pay me my winnings of 3469.35€. First they let me withdraw 1900€ but after paying this money they asked for proof of funds. I sent them the proof of funds over a month ago but it still has not been approved. The casino has confirmed that they have received the document. Every time I ask the customer support when they will confirm or look at the document they are saying that they cannot give a timeframe. I have contacted them about this once a week. Their site says confirming documents take approximately 3 days.

Dear slotrider,

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 that verifying your income seems to be the only issue?
• Have you provided any other documents to verify your identity and have they all been approved?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes, the proof of funds is the only issue. The casino is not checking the document and says they can't tell when it will be checked. Has been over a month and still not checked. I have sent proof of indentity (passport, bank statements...) and these were checked and approved within a day. I used deposit bonuses, which gave me wager-free free spins. The deposit had a 1x wager requirement which has been fulfilled.

Thank you very much for your reply, slotrider. 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.

Dear slotrider,

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.