I used the bonus normally at Slotsflix after I was done I paid the balance and then wanted to verify myself after days they always wanted the same document with a better resolution but this screenshot had a normal good resolution and I myself had no problems with things after 1 day I wanted to submit documents again and then I couldn't get into the account anymore with the reason that a kyc procedure was running

Ich habe bei Slotsflix den Bonus normal umgesetzt nachdem ich fertig war habe ich die balance ausgezahlt und wollte mich anschlie?end verifizieren nach tagen wollten sie immer das gleiche dokument mit besserer aufl?sung dieser screenshot hatte aber eine ganz normale gute aufl?sung und ich selber hatte keinerlei probleme sachen zu erkennen nach 1 tag wollte ich nochmal erneut dokumente einreichen und daraufhin kam ich nicht mehr in den account rein mit der begründung das ein kyc verfahren l?uft

Dear Cyberghost,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

No, I was only told that my account was closed because I was in the KYC process, which I had been for 2 days and they had emphasized several times that the 3rd screenshot was too blurry, even though they all 3 had the same resolution

Warm greetings

Nein mir wurde nur gesagt das mein Konto geschlossen wurde weil ich im KYC Verfahren w?re was ich aber schon seid 2 Tagen war und sie hatten mehrmals betont das der 3.Screenshot zu unscharf ist obwohl sie alle 3 die gleiche Aufl?sung hatten

Liebe Grü?e

Hello Cyberghost,

Have there been any developments since our last conversation? Please understand that the KYC verification may take a few working days to be fully completed.

Hello Petronela, so far there is no news, the alleged KYC check cannot take place at all because I did not pass on any new ones after my documents were rejected. In the live chat I only get the same answer that an ongoing KYC procedure is said to be open.

Hallo Petronela bisher gibt es keine neuigkeiten die angebliche KYC überprüfung kann garnicht stattfinden da ich nachdem meine Dokumente abgelehnt wurden keine neuen weitergereicht habe im Livechat kriege ich auch immer nur die gleiche Antwort das angeblich ein laufendes KYC verfahren offen ist.

Thank you very much, Cyberghost, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([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.  

Dear Cyberghost

I'm Michal and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. In the meantime can you please forward all the evidence that you submitted to the casino to my email [email protected]

We would like to invite Slotsflix Casino to join the conversation.

Dear Slotsflix Casino

Can you please provide more information regarding the player's failed verification? What other steps can be done to help the player successfully pass the verification check?

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.

We would like to give this case more time to get resolved. We are extending the timer for additional 7 days.

If the casino fails to respond or provide the evidence in the set time frame, we will be forced close the complaint as ‘unresolved’ which will have a negative impact on the casino rating.

Dear Cyberghost

Just to let you know, I'm in contact with the casino representative via email and am trying to resolve your complaint, we need more time to do this, so I will extend the timer for additional 7 days.

Dear Cyberghost

I was informed by the casino representative that your KYC verification was completed successfully and the withdrawal was approved and sent to you. Can you please confirm that you received all the funds?

Hello, I can't get into the account and I haven't received a payment.

Hallo ich komme nicht in den account rein und eine Auszahlung habe ich nicht erhalten.

Dear Cyberghost

I gave the casino rep a nudge and I'm waiting for their response.

Dear Cyberghost

I was informed by the casino representative that you should get in touch directly with Slotsflix either via livechat or email at [email protected] for any assistance with the login or proof of payment. From the information we've received from the casino, your withdrawal was already paid, but as this information is confidential it can be shared only between you and the casino.

Please let me know, once this is sorted or if you need any further assistance.

Hello, I haven't received any money since the alleged payout and I can't get into my account.

Hallo ich habe seit der angeblichen Auszahlung kein Geld erhalten und in meinem Account komme ich nicht rein.

Dear Cyberghost

Have you contacted Slotsflix casino directly via livechat or email at [email protected]? If so, what was their response?

I emailed them yesterday and haven't received a reply yet.

Ich habe sie per Email gestern angeschrieben und noch keine antwort erhalten.

Dear Cyberghost

I was informed by the casino that your withdrawal was processed on the 12th of October and there are no funds in pending at the moment. Your casino account is open according to Slotsflix casino, so you should be able to log in. If you really didn't receive the money, you need to provide a bank statement to the casino. This needs to be discussed with Slotsflix casino directly via [email protected]. Please let me know how they replied.

Ok I will talk to the casino but never received any money.

Will then clarify everything else with Slotsflix thank you for everything

Oke ich werde mit dem Casino reden habe aber nie Geld erhalten.

Werde dann alles weitere mit Slotsflix kl?ren vielen dank für alles

.

Dear Cyberghost

Keep me updated on the progress, or if you require any further assistance, please.

Dear Cyberghost,

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.

I am in contact with Slotsflix Thank you

Ich bin mit Slotsflix in Kontakt Danke.

Dear Cyberghost

As per our email communication, your issue has been handled directly by the Slotsflix casino support team, and our involvement is no longer required for the time being. The timer is being extended by 2 days. If you don't need any additional help from us within the allotted time, we'll consider the complaint resolved and close it.

Dear Cyberghost

Although it seems as though this issue has been resolved, as we haven't had a further clear response from you to confirm this, we are, unfortunately, forced to reject this complaint. As you have not clearly responded to our messages and questions, we are unable to investigate further and have no choice but to reject this complaint.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal