Slotastic Casino - Гравець намагається зняти свій виграш.

Dear Djamil,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Do I understand correctly that your winnings have been accumulated from a bonus play? Could you please specify which promotional offer you have activated and played?

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

That we are wasting time in favor of the casino operator again? This is a good operator, he quickly responds to complaints. Excellent reputation. Accepts players from Kazakhstan. That he also does not want to answer you. Or are you acting on the principle "Word is Silver, Silence is Gold?"

What do you think?

Что опять тянем время в пользу оператора казино? Это же хороший оператор, быстро реагирует на жалобы. Отличная репутация. Принимает игроков из Казахстана. Что он тоже не желает вам отвечать. Или вы действуете по принципу " Слово - Серебро, Молчание - Золото?"

Что скажете?

I do apologize if you feel that your complaint hasn’t been handled in a timely manner. Please understand that we don’t work 7 days a week. We also need some time to examine each complaint to understand it completely as we don’t want to miss any important information.

Could you please forward all the relevant communication between you and the casino to petronela.k@casino.guru? Thank you very much in advance.

What exactly are you interested in? I have a whole bunch of letters. I'll send you the last ones well.

Что именно вас интересует? У меня целая кипа писем. Хорошо перешлю вам последние.

I'm interested in the originals of those that you have sent the screenshots of. If you believe any other relevant communication could support this case, please attach it as well. Thank you very much in advance.

The correspondence has been sent.

It's up to you

Переписка отправлена.

Дело за вами

Thank you very much.

Thank you very much, Djamil, for forwarding all the relevant communication. Do I understand correctly that yesterday (20/06/2021) you have received a reminder that several personal documents are needed to update your account?

"Proof of address (utility bill or bank statement showing the name and address registered on the account) issued within the last 2 months.

Make sure your full address (city and postal code) is listed on the Confirmation of Address.

Make sure the card / document is fully visible (no part should be cropped / cropped). Please note that partially cropped / cropped photos will not be accepted and this will result in delays.

Make sure your documents are high resolution for clarity. "

However, previously, on the 7th of June, only Proof of Address has been requested to complete the verification.

"A proof of address (utility bill, bank statement, insurance form showing the name and address registered on the account), issued within the last 2 months"

The forwarded email also states that the update of your account can take up to 5 working days and then you'll be able to use it again, is that correct? Could you please confirm that you have provided all the required documents? Thank you.

Thank you very much, Djamil, for forwarding all the relevant communication. Do I understand correctly that yesterday (20/06/2021) you have received a reminder that several personal documents are needed to update your account?

"Подтверждение адреса (счет за коммунальные услуги или выписка из банка с указанием имени и адреса, зарегистрированного на счете), выданная в течение последних 2 месяцев.

Убедитесь, что ваш полный адрес (город и почтовый индекс) указан в Подтверждении адреса.

Убедитесь, что карта / документ видна полностью ( ни одна часть не должна быть обрезана / обрезана ). Обратите внимание, что частично обрезанные / обрезанные фотографии не принимаются, и это приведет к задержкам.

Для наглядности убедитесь, что документы имеют высокое разрешение."

However, previously, on the 7th of June, only Proof of Address has been requested to complete the verification.

"A proof of address (utility bill, bank statement, insurance form showing the name and address registered on the account), issued within the last 2 months"

The forwarded email also states that the update of your account can take up to 5 working days and then you'll be able to use it again, is that correct? Could you please confirm that you have provided all the required documents? Thank you.

Thanks to Petronela. You started asking the right questions.

For the first time, this casino asked for a certificate of payment for utilities. I did it.

Received a refusal. Help was not in English.

They asked for a bank statement. In English . I did it.

Received a refusal. City not specified.

I took an extract from the e-government website. The region is indicated. The city is indicated. The full address of residence is indicated, everything is in English.

Received a refusal. Index not specified.

Next time the casino will ask you to confirm that I live in our galaxy and on the planet earth.

I submitted all these documents a year ago. And they were approved. What has changed since then? The fact that all RTG casinos consider me to be potentially dangerous. These are the actions they are trying to force me to stop playing. My problem is that my winnings at RTG casinos have exceeded my deposits. The fact is that the casino or the provider cannot name this reason, as it would be contrary to common sense. Not a single person goes to a casino to lose. So they have to find various ridiculous reasons for refusal.

PS I have never seen a utility bill where the full address was registered. (ID number, region, city, postal code, residential address. And all this is in addition signed by the president.)

Спасибо Petronela. Вы начали задавать правильные вопросы.

В первый раз это казино попросило предоставить справку об оплате коммунальных услуг. Я это сделал.

Получил отказ. Справка не была на английском языке .

Попросили предоставить выписку с банка. На английском языке . Я это сделал.

Получил отказ. Не указан город .

Взял выписку на сайте электронного правительства. Указан регион. Указан город. Указан полный адрес проживания, всё на английском языке.

Получил отказ. Не указан индекс.

Следующий раз казино попросит подтвердить что я проживаю в нашей галактике и именно на планете земля.

Все эти документы я предоставил ещё год назад. И они были утверждены. Что изменилось с того момента? То что все RTG казино считают меня потенциально опасным. Вот такими действиями они стараются заставить меня прекратить игру. Моя беда в том что мой выигрыш в RTG казино превысил мои депозиты. Дело в том что казино или провайдер не могут назвать эту причину, так как это будет противоречить здравому смыслу. Ни один человек не идёт в казино чтобы проиграть. Вот и приходится им находить разные нелепые причины для отказа.

P.S. я никогда не видел счёт за коммунальные услуги где был бы прописан полный адрес.( Номер удостоверения, регион , город , почтовый индекс , адрес проживания . И все это ещё в добавок за подписью президента.)

Thank you very much, Djamil, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Petronela thanks. I hope so too.

Petronela спасибо. Я тоже на это надеюсь.

Dear Djamil,

I’ll be taking care of your complaint from now on. I’ll contact the casino and see if I can help.

I would like to invite Slotastic Casino to join this conversation and participate in the resolution of Djamil's complaint.

Thanks Andrej. Hope the casino will respond.

Спасибо Andrej. Надеюсь что казино ответит.

Hi there,

We would like to let you know that the account is now verified and the payment has been processed.

We were waiting for the authorization of our relevant department, however, it seems Igor was able to unblock the situation with another document.

Wish you a great week ahead.

Kind regards,

Slotastic Casino Representative

Thank you, Slotastic Casino representative, for informing us.

Dear Djamil,

As the payment has been processed, I’d like to kindly ask you to let us know once you’ve received your funds. I’m setting the timer for 10 days.

Dear Djamil,

Have you received the payment? I’m setting the timer for 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Unfortunately, since we haven’t received a relevant response from the player, we’re forced to reject this complaint, even though we assume the issue has been resolved.

The player can reopen this complaint anytime.