Hello, I need help with verification. The casino doesn 't answer me and I don 't know what to do. I didn 't break casino rules. I sent them a lot of personal documents. In the first letter for verification, I sent a passport photo, a utility bill, a screenshot of the Skrill account and a selfie.

After, the casino requested a serious document. They asked for my bank statement in PDF format for the last 3 months. I sent this document.

The third request from the casino was very strange. Casino staff asked for a selfie with a closed eye. It 's extremely unpleasant, but I did it. It degrades my human dignity. Casino staff seem to be mocking me. I sent the photo on March 20.

I 've met all the casino requirements. Despite this, I did not receive casino approval to withdraw funds. Moreover, they ignore me. I believe the casino should meet its obligations and pay my €942 winnings.

Dear Dzmitry,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any related communication to [email protected]? Do I understand it correctly that you have started the verification process more than a month ago? 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,

Petronela

Yes, my verification lasts more than a month. I send to your e-mail additional documents.

Thank you very much Dzmitry for providing all the necessary information via email. I will now transfer your complaint to my colleague Juli 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.

We have already contacted casino support and we are waiting for a response from them. Once they answer, we will immediately let you know.

Dear Dzmitry!

We tried to contact with you repeatedly by e-mail in order to clarify details about the verification of documents, however, we did not receive your answer. Please contact us via online chat for consultation.

Best regards,

Slotman support team.

I contacted the casino live-chat. They replied that I should send them a statement of my income. I can do it, but I 'm gonna need some time. It 's quarantine now, so it 's dificult for me to get this document.

Hello Dzmitry,

We advise players to be patient in cases like this. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Try to send them a statement of income and let us know if there is any updates.

Thank you in advance for your reply.

Hi. I provided the necessary documents at the casino. Thanks for waiting.

I was able to withdraw funds, thank you.

That's great news, congratulations! You are very welcome. Thank you for using the Casino Guru complaint resolution center. We will now close the complaint as 'resolved' in our system. Should you need any further help, feel free to contact us.