I deposited €20 at gslot in early July. Won €4250. After I wanted to cash out the money, I was asked to verify myself. That worked quite well until the moment when they wanted a bank statement from the deposit on July 1st. Then they didn't have the time. I then went to my bank and had the statement printed out, including the time, date, full name, reference number, amount and stamp. And they keep telling me that it's not valid. I feel like I've uploaded the sh... excerpt 10 times now. But again and again it is said that the document is not sufficient.

Ich habe Anfang Juli 20;€ bei gslot eingezahlt. Habe 4250;€ gewonnen. Nachdem ich mir das Geld auszahlen lassen wollte, sollte ich mich verifizieren. Das hat auch ganz gut geklappt bis zu dem Augenblick, als die einen Kontoauszug von der Einzahlung am 01.Juli haben wollten. Da fehlte denen dann die Uhrzeit. Ich bin dann zu meiner Bank und habe mir den Auszug ausdrucken lassen,sogar mit Uhrzeit, Datum voller Name, Referenznummer, Betrag und Stempel. Und immer wieder sagen die mir das das nicht gültig ist. Ich hab den schei... Auszug jetzt gefühlt 10x hochgeladen. Aber immer wieder hei?t es das das Dokument nicht ausreicht.

Dear Maecci,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing a bank statement showing your last deposit seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, that's right. All other documents are verified except for said bank statement. I went to the bank and had the transfer printed out with the time, date, reference number, name and stamp

Ja das stimmt. Alle anderen Dokumente sind verifiziert, nur der besagte Kontoauszug nicht. Ich war extra bei der Bank und hab mir die überweisung ausdrucken lassen sogar mit Uhrzeit Datum Referenznummer Namen und Stempel

Thank you very much, Maecci, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.  

Hi Maecci,

I've just reviewed your case and understand your concerns about the verification. I'll try to help you resolve the issue by contacting the casino. Can you please also send the relevant communication between you and Gslot alongside the document they refuse to verify to my email address [email protected]? It can be helpful for the investigation of your case.

Dear Gslot Casino, I'd like to invite you to join this conversation and take part in the resolution of the complaint. Can you please specify the reasons for not verifying the bank statement you received from the player?

Best regards,

Natalia

Dear Maecci and CasinoGuru Team,

Thank you for providing us with a chance to shed light on the situation, as a customer satisfaction is our top priority. 

We would like to inform you that the deposit confirmation from July 1, mentioned by the player, has already been approved by our financial department. 

Apart from that, the player has been requested to upload a photo/screenshot of the Paysafecard payment system and the deposit confirmation from this payment method where all the required details are visible. After the necessary documents are uploaded and approved, the process of funds withdrawal will start. 

Besides, we would like to highlight that the list of the required documents has been repeatedly provided to the player.

Maecci, we kindly ask you to upload the above-mentioned documents to your player account for a successful withdrawal. 

Should you have any questions or difficulties with uploading the required documents, please do not hesitate to contact us via live chat or email. Our customer support team is always ready to assist you.

We believe that the situation has been clarified. In case any additional information is needed, we will be glad to assist!

Your understanding in this matter would be greatly appreciated!

Kind regards,

Gslot Casino team

Dear Gslot Casino team, thank you very much for providing this information.

Dear Maecci, can you please check if your bank statement is already approved in your account? I'd also kindly ask you to make sure that you have the documents mentioned by the casino at your disposal (a photo/screenshot of the Paysafecard payment system and the deposit confirmation) and that you're able to upload them. Please, let us know if you have any further questions.

I'll set the timer for 7 days for you and hope to hear from you very soon!

Best regards,

Natalia

Unfortunately, I still only have this account statement from paysafecard, unfortunately there is no name, I'm desperate.

Hab leider immer noch nur diesen kontoauszug von paysafecard leider steht da kein Name bin am verzweifeln.

Dear Maecci, thank you for the information. Have you already re-uploaded the required documents? Have they been denied by the casino?

Dear Gslot Casino team, can you please specify if the player has already provided you with the screenshot of their Paysafecard and the deposit confirmation? Is there any data that's missing on them?

Best regards,

Natalia

Hi. I was finally able to verify myself on my Paysafe account. My ID card was broken on a corner and I had to apply for a new one. It has finally come. And my Paysafe account finally verified. Unfortunately, I have to admit that the €39 went through my fiancé's Paysafe account at the time because I don't have access to my Paysafe account. But I don't think that's relevant, since the money I earned was won with the deposit from my bank account. From now on I can finally deposit at gslot via my Paysafe account. I could do that immediately so that gslot saved my correct data right away.

Kind regards. Andre M*****

Hallo. Ich habe mich endlich auf meinem Paysafe Konto verifizieren k?nnen. Mein Ausweis war an einer Ecke kaputt und ich musste einen neuen beantragen. Der ist jetzt endlich gekommen. Und mein Paysafe Konto endlich verifiziert. Ich muss aber leider gestehen, das diese 39;€ damals über das Paysafe Konto meiner Verlobten liefen, weil ich keinen Zugriff auf mein Paysafe Konto habe. Aber ich denke das das nicht relevant ist, da das erspielte Geld ja mit der Einzahlung von meinem Bankkonto gewonnen wurden. Ab sofort kann ich auch endlich über mein Paysafe Konto bei gslot einzahlen. Ich k?nnte das sofort machen, damit gslot meine korrekten Daten auch gleich gespeichert hat.

Mfg. Andre M*****

Dear CasinoGuru Team,

We are glad to assist you in clearing some moments regarding this situation.

We would like to inform you that we're still waiting documents from the player. As we mentioned previously, the player has been requested to upload a photo/screenshot of the Paysafecard payment system and the deposit confirmation from this payment method, where all the required details are visible. 

Our support team have made their best effort to assist the player with the KYC procedure. Unfortunately, the player ignores our emails. 

We hope that we have described this situation in all details. In case any additional information is needed, we will be glad to assist!

Your understanding in this matter would be greatly appreciated!

Kind regards,

Gslot Casino team

Hello, I made a new deposit via paysafecard and sent them screenshots and confirmation emails directly, but the problem persists. Hey, please upload the documents because they are said to be insufficient. That's just sad and regrettable. Instead of just telling the truth, no, I'm still being accused here of ignoring emails....my friends believe me, I'd also be happy if you...simply...close it can.

I didn't send you countless photos and screenshots for no reason....

Extra new identity card applied for and and and.

But it doesn't seem to help at all.

Hallo ich habe extra eine neue Einzahlung via paysafecard gemacht und direkt Screenshots und Best?tigung Mails ihnen eingereicht Aber das Problem es bleibt bestehen. Schwupp bitte laden Sie die Dokumente hoch weils angeblich wieder nicht ausreichend ist. Das einfach nur traurig und zu bedauern .anstatt einfach die Wahrheit zu sagen, nein da werde ich hier noch beschuldigt das ich email s ignoriere....meine Freunde glaubt mir ich w?re auch froh wenn man es ...einfach... abschlie?en k?nnt.

Hab euch ja nicht ohne Grund unz?hlige Fotos Screenshots zukommen lassen....

Extra neuen Personalausweis beantragt und und und.

Aber hilft anscheinend alles nicht.

I would suggest I get your address, then I can come to you from Germany in real time and in color and then we can talk again about who is not real and where.

Würde ja vorschlagen ich bekomme ihre Adresse dan komme ich aus Deutschland zu ihnen in echtzeit und farbe und dann k?nnen wir nochmal darüber reden wer was wo nicht echt ist.

Dear Maecci, since the casino keeps saying that you've been ignoring their emails could you please send the screenshots/scans of the documents you sent to the casino as well as any related communication between you and the casino to my email address [email protected] as a proof?

I'm looking forward to hearing from you!

Kind regards,

Natalia

Hi. The verification finally worked, thanks to your help. Thanks for that. Money has already been paid out. Thank you again for your help.

Kind regards. Andre M*****

Hallo. Das mit der Verifizierung hat endlich geklappt, Dank ihrer Hilfe. Danke dafür. Geld ist auch schon ausgezahlt worden. Vielen Dank nochmal für ihre Hilfe.

Mfg. Andre M*****

Dear Maecci, thank you very much for providing this information! I'm glad to hear that your issue got resolved!

Thank you for using our complaints resolution center, we appreciate your trust. I will now close your complaint as resolved in our system. I hope you won't come across any problems like this in the future, but always feel free to contact us in case of any troubles with online casinos. we are here to help you.

Best regards,

Natalia