OneSlot Casino - Povlačenje igrača je odloženo i dokumenti se dele bez saglasnosti.

I am writing to demand immediate action regarding a withdrawal of approximately €1500 that I requested after playing at Oneslot. I registered 14 days ago, deposited €200, and successfully wagered a welcome bonus, resulting in a balance of €4000, all while complying with your bonus terms.

I completed your initial verification process and received a partial withdrawal of around €1000. Following my subsequent withdrawal request for €1500, I provided additional verification documents 7 days ago as requested.

I am highly concerned by the fact that my verification was sent to a third party without my consent, and my withdrawal remains unprocessed. My repeated attempts to contact your support team for updates have been ignored.

The lack of communication and the delay in processing my legitimate winnings raise serious questions about the integrity of Oneslot Casino.

I expect an immediate update on the status of my verification and the processing and when i can initiate withdrawal again for now it seems blocked. I also require an explanation for the transfer of my verification documents to a third party without my agreement.

Dear sigurdj,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with your withdrawal at Oneslot Casino.

To better understand the situation and assist you further, could you please provide more details by answering the following questions:

• What specific documents did you submit for the verification process?
• Do I understand correctly you haven't received any confirmation regarding the status of your additional verification documents?
• Can you provide the exact timelines of your interaction with the support team regarding your issues?

Your cooperation in providing these details will help us investigate and work towards a resolution. It's essential for us to understand all aspects of your case to ensure that we can assist you effectively.

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

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

What specific documents did you submit for the verification process?

1st round, id, selfie, utility bill.

2nd round id selfie, utility bill, bankslip

Do I understand correctly you haven't received any confirmation regarding the status of your additional verification documents?

Yes and they were basically the same

Can you provide the exact timelines of your interaction with the support team regarding your issues?

7 days ago they sent this extra verification. 4 days ago i asked whats going on... no answer....

Thank you very much for your reply, sigurdj. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

i wrote you two emails

Thank you very much, sigurdj, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear sigurdj, I've just reviewed your case and I’m sorry that you’re facing this delay with verification. I will reach out to the casino and see what can be done to help you once they reply.

Dear OneSlot Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, please confirm if you have received all the requested documents from the player. When can sigurdj expect their account to be verified?

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sigurdj, I have tried to contact the casino but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Anjouan Gaming and submit a complaint to them. You can file your complaint via the license validator, which can be found at the bottom of the casino's website.The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia