Complaint #3
OneSlot Casino
1008 euro stuck for more than 3 weeks
1 year ago
I am writing to formally express my growing frustration and disappointment regarding the extended delay in the verification of my KYC documents. I have submitted all the required documents promptly and in accordance with your guidelines. Despite this, I have yet to receive any meaningful response or update on the progress of my verification.
To date, I have sent at least ten emails requesting clarification or updates, and not a single one has received a proper response beyond the same generic message from their chat:
"Your documents are still under review. As a support operator, I don’t have access to manually speed up or influence the verification process."
While I understand that verification procedures can take some time, this level of delay is unprecedented. I have used many online casinos before, and none of them have taken this long to complete a standard KYC review. What is particularly frustrating is the lack of communication and transparency if there is a reason for the delay, I have a right to be informed.
It is also concerning that live chat support is unable to provide any further information or escalate the matter. This creates a situation where customers are left entirely in the dark, with no way to seek help or resolution. I find this to be unacceptable and completely out of line with industry standards for customer service.
To date, I have sent at least ten emails requesting clarification or updates, and not a single one has received a proper response beyond the same generic message from their chat:
"Your documents are still under review. As a support operator, I don’t have access to manually speed up or influence the verification process."
While I understand that verification procedures can take some time, this level of delay is unprecedented. I have used many online casinos before, and none of them have taken this long to complete a standard KYC review. What is particularly frustrating is the lack of communication and transparency if there is a reason for the delay, I have a right to be informed.
It is also concerning that live chat support is unable to provide any further information or escalate the matter. This creates a situation where customers are left entirely in the dark, with no way to seek help or resolution. I find this to be unacceptable and completely out of line with industry standards for customer service.
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