Rejecting verification documents without clear explanation

I am submitting this complaint regarding an unresolved verification process with MagneticSlots.

I currently have approximately €1100 locked on my account while the casino continues rejecting my verification documents without providing a clear explanation of what exact requirement remains unmet.

Timeline of events:

– I was initially asked to verify ownership of the crypto wallet used for deposits.

– I explained that I use a self-custodial Tangem wallet, which does not provide traditional ownership certificates.

– I provided transaction proofs, blockchain hashes, Etherscan/Tronscan records, and screenshots from the wallet.

– I was then asked to provide a video verification showing the wallet address, transaction history, and transaction hashes.

– I completed and submitted the requested video verification.

– Support later confirmed in live chat that the wallet verification/video had been accepted.

After this, the verification focus changed to “Source of Wealth / Source of Funds”. I was asked to provide:

– Bank statements

– Payslips/salary documentation

– Documents covering February, March, and April

I then:

– uploaded combined PDF bank statements

– uploaded payslips

– provided additional financial documentation as requested

Despite fully cooperating and repeatedly submitting the requested documents, my submissions continue to be rejected while I only receive generic template responses asking again for “source of wealth” documents without explaining what exact issue remains.

I have repeatedly asked support what exact document is insufficient, what exact requirement is not met, and what specific information is allegedly missing

However, no concrete explanation has been provided.

An additional concern is that documents that were previously accepted were later rejected after new verification requests appeared.

I have fully cooperated throughout this process and made every reasonable effort to satisfy all compliance requests.

At this stage, I am requesting AskGamblers’ assistance in helping resolve this dispute and obtain either successful completion of verification with clear requirements or release of my account balance.

I can provide screenshots, emails, blockchain records, verification requests, and chat logs documenting the entire process.