CosmicSlot Casino - Hráč se snaží ověřit svůj účet.

Hi there,

I requested a payout of 575 via ecopayz (after I had deposited 1190 euros by the way). In addition to the usual documents (ID card, ecopayz account screenshot), the casino now asked for a selfie, on which I hold my ID card in my hand and the cosmicslot website can be seen in the background. Of course, either my face, my ID, or the website in the background was out of focus. I have already sent 8 pictures there, none of which were accepted because of "poor quality". It is just not possible to get the picture so that everything is in focus. I registered there via a link on your website and would be grateful if you could do something about it.

With best regards

John

Hallo,

ich habe eine Auszahlung von 575 via ecopayz beantragt (nachdem ich übrigens 1190 euro eingezahlt hatte). Nun verlangte das Casino neben den üblichen Dokumenten (Personalausweis, ecopayz Account Screenshot) noch ein Selfie, auf dem ich meinen Personalausweis in der Hand halte und im Hintergrund die website von cosmicslot zu sehen ist. Natürlich war entweder mein Gesicht mein Personalausweis oder die Website im Hintergrund unscharf. Ich habe schon bestimmt 8 Bilder dort hingeschickt, alle wurden wegen "schlechter Qualität" nicht akzeptiert. Es ist einfach nicht möglich, das Bild so zu machen, dass alles scharf ist. ich habe mich über einen Link auf Ihrer Website dort angemeldet und wäre Ihnen dankbar, wenn Sie da etwas machen könnten.

Mit freundlichen Grüßen

Johannes

Dear Johannes,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Is providing this selfie the only thing holding you back from completing the KYC? Did the casino approve the rest of your documents?

Additionally, could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Johannes,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.