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Slots Magic Casino - Non response re verification documents & cancelled withdrawal

RESOLVED
Complaint Info
Disputed casino Slots Magic Casino
Reason Verification issues
Amount £ 2500
Reallyagain United Kingdom Message
Posted on December 11, 2017

I received an email asking me to upload my address verification document over the weekend. I was unable to do this so on Monday, i replied via email and attached a copy of the requested document and asked for confirmation of whether they needed anything else. Per th T&Cs on the website, they should accept verification documents via email as well as via upload. Despite two email chasers, i have yet to have a response.

In the meantime, i have tried to make a withdrawal on a couple of occasions. The latest withdrawal was for GBP 2,500. I have received emails from the site to say that my withdrawal have been cancelled, but with no explanation. Again, i requested confirmation of what else they needed but no response to these emails either.

Last night i was able to upload photos of my bank card, proof of address and proof of ID to the website. I received emails this morning confirming my bank card has been verified but the other documents could not be verified. No explanation was given for why these documents could not be verified. The proof of address was a bank statement dated within he last 3 months and the proof of id was a passport. Both were clear, colour and in cropped copies of the documents as requested in their T&Cs. I have emailed again to request confirmation of exactly what the issue is to i can resolve but given they have not responded on any of the other emails, I’m not holding out much hope.

I’m not sure whether their customer service is just terrible or whether they are behaving dishonourably but i would really like to have my withdrawal processed....

Posted on December 11, 2017

Thanks for your feedback. As i can see from your account everything was explained to you in a live chat on 7th and
your withdrawal was sent to you on the 8th so there was no acting dishonorably as you suggest. The rules we work under for our License are very strict and thorough and sometime it takes a bit longer now to process payments if the documents sent in are not 100%.

Anyway you should have your funds by now and congratulations on the win
Hope to see you back playing one day !

Team SlotsMagic

AskGamblers
Posted on December 11, 2017

Dear @Reallyagain,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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