Ag Awards

Slots Heaven Casino - Passport Id not accepted

Complaint Info
Disputed casino Slots Heaven Casino
Reason Verification issues
Posted on April 22, 2014


I have sent requested documents twice now to slots heaven in order for me to withdraw winnings. I sent passport which shows pic, full number and all other information, my bank card back and front, recent tax letter showing my address along with doctors letter showing same and direct debit info from bank.

First time they said they never recd docs via email so I uploaded them on their site.

Recd email saying they accepted my bank card but passport and letters were not acceptable yet pics show all details required. Below is copy of email they sent.

Thank you for contacting with your documentation which has been received and passed to our Security Department for verification.

We are pleased to inform you that your credit card copy has been verified and your account updated.

Unfortunately, the ID and Proof of Address copies you sent us could not be verified by our Security team and didn't meet the document requirement. Please note that those documents are cropped and that your proof of address does not show any transaction on it.

Please resend us following valid documents:

1. A valid ID copy (driving license, national ID card or passport). Please send us the complete copy, we need to see the whole document. To see an example of an acceptable ID copy please click:


2. A valid proof of address that is dated within the last 3 months. Please send us a utility bill or bank statement showing your full name, address, a company logo and transactions or bills paid. To see an example of an acceptable proof of address please visit:


To see examples of acceptable documents and withdrawal timeframe, please visit:


Once we have received these documents, we will confirm this via email.

You can send the necessary forms of identification via:

Posted on May 5, 2014


We are happy to confirm that the complainant persevered through our verification process and since making this post, has had their documents verified and their withdrawals approved.

We consider this matter now closed - If the player has any other concerns please do not hesitate to contact our customer support team directly via email: suppor­[email protected]­lot­she­ave­

Many Thanks

Slots Heaven
Customer Support Team

Posted on May 8, 2014

Dear @jacks04,

Please confirm if the issue has been resolved. Please be in aware 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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