Sons Of Slots Casino - Hráčův účet byl zablokován.

Best, in my casino years I experience something I have never experienced before. I have been playing at a new online casino called sonsofslots since June. even play quietly after my registration. made several deposits. won an amount of €750.15 after my last deposit. I want to make a payment and I understand that I have to provide all the documents. I am not a beginner in the online casino world. id sent, bank statement, copy of bank card, everything is legal and KYC approved. I heard that my verification was not successful and that they want an ID with a selfie photo. I thought this was kinda weird I've made this once before. yet I did this. not with my ID that I had when I registered, but with my driver's license. I had lost my ID. I have let them know otherwise my ID and re-acquainted me with my driver's license. It also stated in their terms and conditions that they also accept that. i found the customer service so bad that they blocked me from chat every time i asked the status of my account. later I received an email from support that my withdrawal has been sent to the relevant department for investigation. and that my account has been closed permanently. reason 12.11 of their terms and conditions. I have also informed mga authorities about my dissatisfaction with this casino. and told them this too. apparently they didn't like this. Now I can no longer log in and they no longer answer my emails. my 750.15 don't know what happened to that. I'm looking for help please

Dear Bakar1,

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 I am sure you understand that if you don't provide the correct document it raises suspicion.

Have you provided all other required documents according to the casino's instructions?

Do I understand correctly that you have already received the decision/statement regarding this situation from the licensing authority?

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 dear,

yes everything is provided in the correct way. Many thanks for helping out!

I received my winnings! Many thanks. You can close the case!

Awesome news, Bakar1. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.