Slots Empire Casino - Hráč má potíže s dokončením ověření účtu.

I had played the casino depositing a total of $90 I deposited a $30 initial bonus and had one 2500. I completed the play through a mound and followed all rules, I found out that I was eligible for 30 times my initial deposit under those terms and conditions equaling $900. I had been OK with this and had processed the documents for account validation. I had submitted the documents and received multiple return emails saying that their email address does not except incoming emails. After calling the support team multiple times they provided another email address support@slotsempire.com mentioning that the other email is not monitored enough and must be too full to except emails. They said that they would forward it over to the billing department as they have no phone number and can only access them via email and would process the information. Multiple days later I reached out to see if it had been confirmed, I had to ask many many times in multiple different ways and be very adamant to receive confirmation that it had even been sent to the billing team. After finally receiving confirmation they said they needed additional time and that they could not check with the validation team because again they could only talk to them via email. When I called back multiple days later and asked for a manager as nothing was happening they sent a different form that had a swift code entry when there was not one previously. I sent that in and was told my situation was escalated after I was frustrated about waiting multiple days just to get a changed version of their form seemingly intentional to cause delays. They refuse to answer any questions clearly and send 🙂They refuse to answer any questions clearly and send smile emoji‘s or others and tell me to remain patient for another three days. The validation team had sent an email asking me to confirm details and seemingly intentionally put the wrong state in but all other details were correct. I responded that everything was confirmed other than the simple adjustment that for the bank wire information it is supposed to be listed as NY not WI. There has been no response I reached out to the support team who constantly disconnects and the phone number is no longer working saying that the call user is busy and does not except incoming calls. I finally got a response from the chat team who sent another winking face and said that I need to remain patient and they might reach out to me in two days. When I asked why they would need an additional three days after sending confirmation again to a simple email from their billing team they disconnected the chat. they have made countless statements that work around answering any specific questions and refused to give direct answers or progress towards account validation but happily took $90 from me without any delay. I don’t see that this is going to come to a resolution without going to a public forum as I saw that this was helpful for others.

Dear Tony2021,

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? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Hello Tony2021,

Thank you for your feedback. Please be informed that the KYC validation of your account is a one-time required procedure which guarantees that your funds will be sent on time with no bounce backs. Usually it takes a couple of business days in order to get the account approved for the Payouts, though it might take longer in case of any documents missing from the beginning. I’ve been in touch with a billing department representative regarding the matter and was informed that your account has been already approved for Payouts.

Should you have any questions please let us know.

Regards,

Slots Empire Casino Team

Thank you very much, Slots Empire Casino Team, for your clarification and assistance.

Dear Tony2021,

Could you please confirm that you are able to place a withdrawal request now as your account should be verified and approved for payments? Looking forward to hearing from you.

Dear Tony2021,

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 rejecting 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.