Slottica Casino - 書類の問題により、プレイヤーのアカウントは閉鎖されました。

I made account on slottica casino on 28 nov made deposit of 1600+500 and won around 11k, it was won using real money and not any bonus, so i requested withdrawal and asked for my documents, i provided my aadhar card front bank, selfie and my bank passbook photo, i even received an email that my documents are verified and i will receive withdrawal shortly however to my surprised they blocked my account by saying my documents are forged I even sent them the proof by sharing screen recording of logging in to my aadhar using UIDAI government website to proove my aadhar is not fake but still they are not accepting i am also ready to provide them any other documents if they wish , but they are simply saying my documents are forged, it seems like they are literally doing scam if we win they will simply block the accounts by giving any nonsense reasons, I request casino guru team to kindly help me please as slottica support is not listening to me and saying their decision is final

Dear Leela611, 

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 forward me the documents you sent to the casino for verification? Additionally, please send me all the communication between you and the casino customer support regarding your verification at veronika.f@casino.guru.

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, 

Veronika

Hii thanks for your reply,I have shared all details on your email id, kindly check and let me know if any more information is required from my side

Thank you very much, Leela611, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Leela611, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Slottica Casino representative to join this conversation. 

Dear Slottica Casino, could you please provide more information about this case? 

Looking forward to your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.