Eternal Slots Casino - Igračica ima poteškoća sa verifikacijom svog naloga.

Hi there Casino Guru -

I'm hoping that your site being a mediator can assist in resolving my issue with online casino, Eternal Slots, as I've made a couple of deposits via bitcoin utilizing their deposit boost promos of which I've succeeded with the second bonus but now that I'm requesting a withdrawal, they're giving me an absolute hard time cashing out due to my documents provided to them for verification are being accused of alterations.

I've followed their guidelines for documents needed for account verification such as ID (front/ back), selfie (holding my ID) of which they have no issues with but only my documents that bare my home address that matches my ID that they keep kicking back accusing of alterations and it being screenshots.

Even with me downloading my cellular bill statement straight from my provider and attaching it straight to the email submitted as they instructed, was kicked back because they claim of it being altered.

After the third time submitting my document(cell bill) for residence verification, they responded back with a tactical way of saying we're not going to pay out your winnings, because we have decided we're not going to accept your documents so now you're going to provide us with a video verification of me walking around the outside my house to show them my home number and the area in my home where I've taken my selfie holding my ID, which I find absurd for a residence verification.

This online casino has pretty much a hand full of my private information that they requested for my account verification of which I've submitted only to be denied from my winnings on a bonus fulfilled for a measly $100.00, of which I'm not going to give them anymore than I need to.

I'm from the gambling capitol of the world (Las Vegas) and the casinos here don't go to that extent on a hand payout.

So the last email I sent to Eternal Slots was requesting them to refund my (2) bitcoin deposits totaling $51.00 ($25.00 & $26.00) along with deleting all my personal information that I've submitted to them. After doing so I then want my casino account to be deleted/closed.

The last email sent to them was on July 05, 2026 of which I haven't heard from either their support nor banking departments.

So I ask Casino Guru humbly to assist me with rectifying this ridiculous situation between Eternal Slots and I because I'll be taking my online gambling enjoyment elsewhere.

Please let me know if there's anything you need from me to assist in this matter.

Thank you

Regards,

Rita

Below are some of the responses from Eternal Slots Banking Department whom does the verification process. Why don't they do this verification upon registration to save all the time and hassle when it's time to request a withdrawal?

To proceed with the verification process and address these alerts, we kindly request the following:

High-Resolution Images: Please provide clearer, high-definition images of your proof of address. Ensure the document is clearly visible and legible, and that it matches the address specified in your account.

Video Verification: We require a video of yourself outside your residence, clearly showing the address mentioned in your documents.

In this video, please:

Walk around the exterior of the residence.

Include a view of the area where you took the initial selfies.

Ensure your presence is evident throughout the video.

This is our final attempt to counter the fraud alerts from the verification software. Please be aware that any further indication of fraudulent activity or discrepancies in the information provided will result in voiding your winnings and termination of any additional verification attempts.

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.

Hello,

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

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

• Could you please forward me the documents and selfies that you sent to the casino for the verification of your account? My email address is veronika.f@casino.guru.
• Would you be willing to record a video for the verification of your address as instructed by the casino?
• Is your account currently open, or has it been closed by the casino in the meantime?

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