VipSlots Casino - Hráčský účet byl uzavřen.

Hello,

Vipslots closed my account, because they say after i did all the KYC verification methods that i am not the real account holder....

First they asked me to sent a paper based bank statement, i sent them this in PDF. They did not accept it because it had no issue date.

Then i got a email saying call the toll free number below and sent us a screenshot email utility from your email address account.

I did these this..then i couple days later i received email saying

See attachments, i not passed the security check because they thing i am not the real player...? What is this for company, i can not understand they score so high??? trust, that why i made a account here. I think this was a legit casino, but they are just finding ways to not pay out my winnings.

Dear andrescerami,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if the additional documents you sent to the casino for verification were approved?

Did you play with or without a bonus?

Also, could you kindly forward me the communication between you and the casino customer support regarding the failed verification? My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear andrescerami,

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

Hello Veronika, sorry excuse. I missed to see the notification emails. I just checked in and seeing it now.

I sent the email with attachments t your email veronika

The additional documents i sent, was not approved my paper based statement. I sent these also in attachments screenshots communication.

I play with the bonus and wagered it.

Thank you very much Veronika, i wait for your response.

Thank you for sharing the conversation you had with customer support regarding your verification. It appears that the initial issue arose when you provided a utility bill as proof of address, but it didn’t fully meet the required standards. Specifically, the utility bill was missing an issue date, which is essential for verifying that the document is recent. Additionally, it seems that the address on the utility bill did not exactly match the one listed on your casino profile.

Could you please clarify the difference between the two addresses? This information may help us understand whether it’s a minor discrepancy or if it indicates a different residence entirely.

Thank you for providing the bank statement. I noticed that, as mentioned in the casino's reply, the date of issue is missing from the document. Have you since provided them with a new bank statement that includes the date of issue?

Additionally, in one of the emails you sent to the casino, you mentioned that you initially sent a PDF file. Could you please forward that PDF document to me as well? Thank you for your patience and cooperation.

Hi, there is indeed an issuing date on the document on top of the document 01.08.2004 - 30.08.2024.

I will send you the document on email Veronica.

Thank you

Thank you for your reply. The dates you mention refer to the transaction period shown on the bank statement. However, the casino specifically wants to check the date when the bank statement was issued.

Additionally, could you confirm if your address number is consistent across all of your documents, including your ID? It would be helpful to know if the only difference is in your casino profile, where the last digit of the address is missing. This will help us clarify the situation with the casino.

Ok I will contact my bank to ask them why they choose to write the period instead of the issuing date.

Also I do not know why the bank choose to type the last O but the government do not add it.

Maybe these are questions the casino could contact the bank and the government to ask.

I do not have the authority or the power to change their ways of making bank statements or ID cards.

I have provided the casino with everything they asked.

thank you casino guru

Could you please forward me all the other identity documents you sent to the casino for verification? I would like to check if the address is the same on each of your documents. My email address is veronika.l@casino.guru. Thank you for your cooperation.

Hello Veronika, i sent all the documents i sent to VIP slots to your email. As shown on my driver license is the correct address still [address hidden by Casino Guru Admin]. But VIP slots not accepted it. Thanks

Thank you very much, andrescerami, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello andrescerami,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite VipSlots Casino to join the conversation.

Dear VipSlots Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the player's failure to pass the Know Your Customer (KYC) process. Upon examining the documents submitted by the player, I did not observe any inconsistencies, and I would appreciate your insights regarding your conclusion. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru

Hello andre11228 & Michal,

I have now provided Michal with the documents in question, and other information related to this case through email.

The account was closed due to failed KYC, due to many reasons: The address information did not match the provided document on several notes, the phone number you called from did not match the one stated on the account. And the screenshot received displayed an auto-generated email.

Due to the reasons stated above, the account was closed.

Have a good day,

Vip Slots Casino Manager

Thank you for your email, VipSlots team. I have replied with a few further questions.

Dear andrescerami,

Can you please confirm if any of your friends or family members hold an account at VipSlots Casino? If that is the case, have you been accessing the casino from the same location as they do, perhaps during a visit?

Hello Michal,

I can confirm that i am the only person who played on the VipSlots casino.

Thanks

Dear andrescerami,

Thank you for the clarification. I will continue to await further information from the casino team regarding my enquiries.

Thank you for the information and evidence provided, VipSlots Team.

Dear andrescerami,

I have now gathered information and evidence from the casino team to understand the situation. The initial concern regarding the address discrepancy appears to have been clarified. However, the investigation has uncovered additional factors.

After analysing all relevant information and evidence, we must unfortunately reject this complaint as it is deemed unjustified. This conclusion arises from a violation of the casino's terms and conditions, as well as the bonus terms. Specifically, multiple accounts associated with your account that were created in relatively close succession from the same or very similar IP addresses with some matching personal information, have claimed the same bonuses and deposited the same or very similar amounts via the same payment method. Additionally, the gameplay patterns observed in those accounts were either the same or strikingly similar to yours. As you confirmed no one from your family or friends has an account at VipSlots Casino, all the abovementioned facts cannot be dismissed as mere coincidence. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as was communicated to you by the casino team earlier that you have not passed the KYC process.

I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru