Ag Awards

All Slots Casino - Refund declined due to verification documents not being accepted

Complaint Info
Disputed casino All Slots Casino
Reason Refund declined
Posted on January 2, 2015

i recently reopened my account at this casino seeing i didnt have a drivers license or a passport i photoed a copy of my electric bill off my phone sent it in. for some reason they said it wasnt clear enough. i dont know why i could see it ok. before i sent a copy of it i deposited money lost it all. seeing they would not accept my document i asked for my money back. they would not refund my money. if they were not willing to accept my document i wanted my money refunded they still refuse to refund me

Posted on December 29, 2014


I will be happy to look into this. Can you please send me your casino username? Feel free to PM me if you would rather not post it publicly.


Posted on December 30, 2014


I understand it's frustrating to hear that your document was not accepted, but this happens sometimes. Your best bet is to try getting a better copy or taking a clearer photo with your phone. See if you can increase the photo resolution.

Another thing to keep in mind is that the total file size needs to be under 2 MB or the email could bounce. So we recommend saving the image as a .jpg, .png or .gif format, because these file types are light and are less likely to cause the email to bounce.

Please note, however, that we do not refund played deposits. Sometimes you win, and sometimes you lose. We can't refund deposits simply because Lady Luck wasn't on your side.

All the best,

Posted on December 30, 2014

i dont know michal why the copy i sent in was not accepted looked ok to me. i know some places only require tax file number. why does all slots not accept tfn

Posted on December 30, 2014

its not about lady luck no being on my side michal its about principal. if all slots were not willing to accept my document i sent in. why should they take my money. if they can have rules im sure we can to.

Posted on December 31, 2014

Upon further investigation, it seems your electric bill WAS accepted! So that's great. But the casino still requires a copy of a government-issued picture ID. It doesn't have to be a driver's license or passport. Those are just examples. Any form of ID will do. This is a standard practice and an eCOGRA requirement.


Posted on December 31, 2014

well why was i told it wasnt clear enough

Posted on December 31, 2014

I believe you were asked to provide a clear copy of a government-issued ID, and it was simply noted that the Player Security Department would not be able to accept any document was not clear and legible. I don't think it was necessarily a criticism of the electric bill that you had already sent in. The only problem was that a second document was still required.

Posted on December 31, 2014

i know what happen. anyway big thanks for ur help with this issue cheers

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