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I’ve won £10,000 and am trying to withdraw my money all my documents are verified except proof of phone bill payment it meets all the requirements set out in the website yet they keep refusing it with no explanation! I’ve emailed over 30 times to the point where I now get no reply I’ve tried uploading the document 4 times now

Dear Jamiebaird1991,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Amigo Slots Casino. I've checked the FAQ section of the casino and I found this:

Why is my verification document being declined?

Your document may be declined if it does not meet the below criteria. Below is a checklist, to help ensure your document will be accepted:

• Has your document been submitted using the correct category?
• Is your proof of address document dated within the last 3 months and does it show your name and home address?
• Are all 4 corners of the document displayed clearly?
• Your Photo ID must be provided using the upload service found in ‘My Account’ > ‘Account Details’. This will give you an immediate response and there is no need to provide your document via our uploader service. 

Could you please advise if you sent the proof of your phone bill payment in the correct format (PDF)? Does the document contain all the necessary personal information including your name and address? Is it dated within the last 3 months?

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

Best regards

Veronika

Yes the phone bill met all requirements set on the page, hence not been sure why it’s been rejected so many times since complaining I’ve also been blocked from using games depositing and the option to withdraw

Thank you very much, jamiebaird1991, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi jamiebaird1991,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your phone bill payment. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Amigo Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the document provided by the player was rejected?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

I am sorry to hear that you recently encountered a problem, however, I have confirmed with the team and this issue should now be resolved for you. Should you have any further queries or concerns please feel free to get back in touch with our Customer Support Team at support@jumpmangaming.com or via the online form available on site.

Kind regards,

The Amigo Slots Team

Thank you for the reply, Amigo Slots Casino.

Dear jamiebaird1991, could you please confirm that your account is verified now and that you're able to submit a withdrawal request?

Dear jamiebaird1991,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.