SlotStars Casino - Hráč má problémy s ověřením.

Good afternoon. As you know, Skill on net owns more than a dozen online casinos operating in Spain. I’m a user of most of them and, although I've had disputes regarding bonuses, this time it’s different. Two weeks ago, I was lucky enough to win a prize at Bacanaplay and withdrew the amount without issues as it wasn't my first time. Later in the same week, I made another withdrawal from Megacasino (also owned by Skill on net). That was my first withdrawal on their site and after discussing it through the chat, the operator quickly requested me to wait while they validated my ID in the company database before executing the withdrawal. All well and good. But a week ago, I planned to make another withdrawal on Slotstars, where I hadn't made any withdrawals before. However, they have been taking several days to validate an ID that they are thoroughly familiar with. To make matters worse, they requested me to resend it, as if it wasn't done before. Adding insult to injury, they are now addressing me as if I was a Playuzu user (another website owned by Skill on net), which confirms that the operators are the same across the different sites, working off the same database, and are trying to wear me down this time. I have proof of everything, including footage of the latest conversation. All I want is to get my money and cancel my accounts on these websites. Could you assist?

Buenas tardes. Como saben la empresa Skill on net es la propietaria de mas de una decena de casinos online que operan en España. Soy usuario de la mayoría de ellos y aunque he tenido disputas por el tema bonos en esta ocasión es muy distinto. Hace dos semanas en Bacanaplay tuve la suerte de obtener u n premio y realice el retiro sin problemas ya que no era el primero. Seguidamente la misma semana en Megacasino ( tb de skill on net ) realice otro retiro. En este caso no había realizado ninguno en esa web y tras hablar por el chat rapidamente la operadora me dijo que me esperara y consulto la base de datos de la empresa validando mi dni y realizando el retiro. Bien. Pues en esta ocasión hace una semana en slotstars iba a realizar un retiro, encontrandome de nuevo con que no había hecho ninguno antes. Pero en esta ocasión llevo dias sin que me validen un DNI que ya tienen más que mascado. Lo irritante es que hoy además me piden que se lo mande, como si no lo hubiera hecho antes. Además para colmo me hablan como Playuzu (web de la misma empresa skill on net) lo que confirma que los operadores son los mismos en las webs con la misma base de datos pero que intentan aburrirme en esta ocasión. Tengo pruebas de todo e incluso el video de la ultima de las conversaciones. Sólo quiero mi dinero y darme de baja de las webs de esta empresa. ¿Podrían ayudarme?

Dear golfo94esp,

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.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

As I had previously commented, the Skill on Net company has had my documentation for years and a few days before this dispute, I had made a withdrawal from another of its websites with this same problem and it was verified at the moment.

In any case, I have to inform you that (I don't know if it's thanks to your website, which I think is yes, or not) I have received a verification email, so in principle I can now make the withdrawal.

Thank you very much and very grateful and I think you can close the complaint as resolved.

All the best

Como había comentado anteriormente la empresa Skill on net tiene mi documentación hace años y hacia unos días antes de este contencioso había hecho un retiro de otra de sus webs con este mismo problema y se me verifico al momento.

De todas formas tengo que comunicarle que (no se si es gracias a vuestra web, que creo que si, o no) he recibido un correo de verificación, por lo que en principio ya puedo realizar el retiro.

Muchas gracias y muy agradecido y creo que pueden cerrar la queja como resuelto.

Un saludo

Dear golfo94esp,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru