24slots Casino - Povlačenje igrača je odloženo zbog problema sa verifikacijom.

24Slots Casino – Verification taking too long and withdrawal pending

Hello,

I am having a problem with the verification process at 24Slots Casino and I would like to ask for help.

I requested a withdrawal and submitted the documents required for verification. I have been waiting since last Thursday for my account to be verified.

The verification system on the casino website does not work properly for me. When I try to complete the verification through the website, it does not proceed, so I contacted the casino by email.

Yesterday, I received a response saying that some of my documents had been rejected because I had submitted an expired ID document for the address verification. I understand that this document could not be accepted, so today I submitted the correct/current documents again.

The only issue is the proof of address. They are asking for a utility/service bill in my name, but I currently do not have a utility bill with sufficient age in my name. I have explained this and I am willing to provide an alternative document to prove my residence, but I need them to tell me what alternative documents they will accept.

The problem is that the casino is only replying to my emails approximately once every 24 hours, which is making the verification process unnecessarily slow. I have also explained that I am willing to cooperate fully with the KYC process and provide any reasonable alternative documentation required.

I am not refusing verification. I simply want my documents to be reviewed by the KYC department and to be given a reasonable alternative for the proof-of-address requirement that I cannot currently meet with a utility bill.

I would appreciate Casino Guru's assistance in contacting the casino and asking them to review my case and complete my verification as soon as possible, or clearly explain what alternative proof of residence they will accept.

I can provide screenshots of my withdrawal, emails with the casino, and the documents I submitted if necessary.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear octapol,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account.

To help me better understand your case, could you please answer the following questions?

• What specific documents did you submit for verification, and which ones were rejected?
• Can you specify the alternative documents that you are willing to submit for proof of address?
• Has the casino informed you of any issues with the documents you submitted, or requested that you resubmit or correct any of them?
• Do you currently have any pending withdrawal requests?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.