Amazon Slots Casino - Hráč se snaží dokončit ověření účtu.

Hi

i deposited £100 to play and have since won 2900£. I have uploaddd all my verification numerous of times including driving license bank statement utility bills but they keep emailing to say my proof of address is rejected but won’t give me an explanation why. When I go to withdraw my money it says I have to make a deposit with my card that I want to get the money on the card from, when I click on deposit it says I have the maximum balance and won’t let me deposit. So there is no way of me getting this money out? I have emailed them numerous occasions but they keep ignoring me. Please can you help. Thanks

Dear 2pwb429p2j,

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 verifying your home address seems to be the only obstacle standing between you and your winnings? Have you provided all the required documents as soon as possible and in the correct format?

Could you please post here a screenshot of the error message that pops up when you click on the deposit option?

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,

Kristina

Hi

yes that is the only thing is the proof of address.

i have attached a pic of the message that I get when I try to deposit. Thanks

Thank you very much for your reply, 2pwb429p2j. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear 2pwb429p2j,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.