Slots Villa Casino - プレーヤーは自分のアカウントを確認するのに苦労しています。

It's with their kyc procedure so listed on their on their side under AML and kyc procedures I said you can use a utility bill blah blah blah but the first thing to ask you to do is ID with six randomly generated numbers and I do. Didn't ask for a second identification you can block all the information off of it they just want to see the state and everything which I provide now in there kyc rules it says that you can use a piece of government mail from any government agency or I'm sorry a document from any government agency and then two paragraphs later it says you can use any government mail that's stating your state in your address I'm going to provide you if there's room for it a copy from from it's from their website it's a screenshot it clearly states your take this is what I provide because I have no utilities in my name and they refuse to take it but they didn't refuse off rip first they started saying well it needs to be a PDF so then I put it in a PDF and then I said well when you put it into PDF you use a program that made it third party and we don't take third party stuff that's it okay so I took a picture of my information instead of screenshot of what I already had or stuff already had in there and turn that into a PDF at first it was acceptable then it wasn't acceptable and then it was asked to be centered as a JPEG instead of a PDF and then it was acceptable now I guess it's not acceptable again I'm not really sure where they're at cuz he haven't contacted me over a week it's been going on for about 2 months now and it's just a big giant mess everything from the government agency that they said they would take like three different agencies I told him that you know I was already verified for the government through their ID me the national verifier for the ACP program and LifeLink program there's been all kinds of enough proof for them to verify that I live at that address you're not going to get that type of mail or an address you don't live there they're just anything they can to refuse. So it's been a whole long drawn-out process and a lot of lies like the latest was my ID is verified they just need the address but then they just sent me an email telling me they want all the documents including my ID sent one by one you know they don't want to send all together in one email they wanted it all sent one by one so they could verify me now also had file to complaint on another site and they had actually sent me a message at that site saying that they were going to pay me out that day and went to customer support they pretty much laughed and said they're not paying me anything cuz the kyc is not done even though they just got finished telling me that same morning that they talked to the withdrawal team and they were going to pay me out it's been a big mess it's slots Villa and Vegas Rio casino they were it was a no deposit bonus and I beat both of them and it's not a lot of money it's $100 a piece but it's it's the fact that they're the one that puts the rules up there and I complied I beat the bonus they're doing everything they can to not pay meyeah I haven't put in for the withdrawal I've only put in for the kyc papers but you know as soon as the bonus I'm sure is going to time out and if I would have already put in for the withdrawal it would have timed out already so I wanted to get kyc verified first and like I said they're doing everything they can to not verify me

Hello alivenbreathing76,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Villa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing and if you have been verified ever in the past? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

It's been going on for 2 months they verified my identification but nothing for my address I do not have a credit card bill I do not have a utilities in my name and I do not have a bank statement my bank is trying to send me a verification letter and I'll see if that will work but I doubt it they've sent me an email at one time saying that they were going to pay me off that was last week they said we'll contacted the payout people and they're going to take care of it this afternoon when I signed on to put in the withdrawal request that's when they let me know that they weren't going to pay me out and I had just got the confirmation from the casino rep a couple hours before. The only bank I had at the time was Green Dot bank I sent them that information as far as government agencies I sent them all kinds I said I'm probably about four different things a letter from the sheriff's office on top of that and then they sent me something saying the letter from the sheriff's office was folded and then all the sudden this time they're saying that the documents aren't clear and they're clear you can see everything on them at first they started telling me to put everything in PDF form so I did that when I did that they said they couldn't take it because it was from a third party third party being the company I used or the app I used to make the PDF. Because they couldn't take a PDF that was emailed to me because it would have been from a third party so that makes absolutely no sense because no matter how I make something a PDF it'll be from a third party then later down the road they advised me they couldn't take anything from drive because they couldn't open it then they asked for me to redo everything including my ID and I did that and gave him all the government documents gave him the Green Dot Bank information yeah they're going to say that I gave them screenshots and in the very beginning the first week I did I had screenshots that I turned into PDFs but I changed all that I took pictures of everything and send it in I sent him in his JPEG and PDF when I sent him in his jpeg they requested them in PDF when I sent him in his PDF they said they weren't clear and they can't be seen they tell me to call customer support for any questions I have and customer support and that is 100% not with the website says it says to verify your address the first thing they're going to do is use a digital model whatever that looks it up and it's got two different databases and if that doesn't work then they would manually verify with paperwork and it definitely says in there that you can use a government document that has your address and then two paragraphs later it says utility bill credit card and then it says any government mail that has your state and address on it and I figured that those were in love not having a bank or not having the utility bill and that was my sister that's my situation I've read the kyc before I gambled on their site and because it said what it said I knew that I had the documentation to verify but I suppose they're going against their own kyc statement that they still have posted it's at the bottom of every single page that you go on next to the AML counterfeiting policy and kyc it says it says it right on there and you can hit it and you'll see where it tells you to send your ID next to six randomly generated numbers then the second ID then utility bill credit card statement bank statement government document or government mail. And the only thing I've been verified for is nothing to do with any casinos it was ID me for the government and the national verifier for Life Link and AC be it's a government program for phones and stuff like that but no I haven't been verified for any casinos or anything like that and I'm assuming that the attachments I sent made it over and those that's their kyc statement and you can see right on there where it says but they won't even address I asked them over and over and no one will respond at all to it's stating that I can use as government documents they won't talk about it and then when I asked him about why did they say I was going to they were going to pay me off they won't talk about that either no one will answer that question in any way shape or form so if you guys could help that would be great and if there's anything else I can get you please let me know

Thank you alivenbreathing76 for all the information. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on and will try to get in touch with the casino to find out what could be done.

Wish you best luck resolving it.

Regards,

Nick

Good News Slots Villa has been decided to pay me.Earlier today I was able to put in a withdrawal request and it seems they are intent on paying. I can only assume since it didn't happen till I wrote you guys that you had a hand in it so I wanna say thank you though it comes with a bit. I'm having the exact same problem with Vegas Rio casino. They offered a promo I beat it they have the same kyc and AML policy I will attach it.It clearly states that if they have to manually verify you then you will need a utility bill,bank statement,credit card statement or a government document or mail from any government agency so long as it has the state and address of course when I bring it up they do not respond or acknowledge that their posted policy says this is legitimate proof of address. It's the reason I gambled the promotion because it would be one of the few I could kyc at. It started same time as slots villa over two months ago both actually the same week.Theres no question on the playthrough as it's a couple grand over their requirements. It's just the kyc again I've given them all the documents that slots Villa got and I'm just being run around customer support chat does same runs me in circles.

Dear alivenbreathing76,

Thank you for updating us on the situation. If you now have a pending withdrawal request, could you please inform us once you have received the payment?

If you have issues with other casinos though, kindly file a separate complaint as we cannot solve multiple cases in one thread.

Thank you for understanding.

Kind regards,

Tomas

Dear alivenbreathing76,

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.

Yeah it's been I believe 4 days so I'm still waiting because it's my first withdrawal from them so they say give it a week to 10 days I was able to get the issue settled and they're supposed to pay me the $100 they owe me they've got my Bitcoin address and we'll see how it goes and as soon as I get paid if I do I will update you guys thank you

so this is the email confirming now at first they tried to say that I didn't have enough money in there and that I didn't meet the playthrough requirements I beat the playthrough requirements by $2,470. But insisted I was $50 short they said I could continue to gamble all games so I bet $50 hands of blackjack lost the first one won the second one $250 they got to cash me up according to them.

FINALLY after 3 months worth of email,worthless chats and the team at guru I got my payout!Was it worth $100 absolutely not but the money wasn't the point. I had to press and make sure I did all I could I caught there childish remarks and repetitive txt and emailed, screenshoted and cut and paste all that junk on the net and found the guru and results started right away.The emails increased they were not condescending anymore they started answering the chat request and I finally got paid.Thanks guys

Dear alivenbreathing76,

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,

Tomas