The player from Germany was unable to verify his account to withdraw his winnings because he was requested to provide a photo of a physical debit card, which he did not possess as he had used a virtual card for deposits. The issue was resolved after the player submitted a bank statement that was initially rejected multiple times but was ultimately accepted for account verification. Following this, the player successfully received his payout.
Slots Gallery Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: €250
Slots Gallery Casino
Safety Index:HighCase summary
Discussion
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10 months ago
Translation
Hello, unfortunately I cannot verify my account at this casino in order to withdraw my money.
I have played at several Hollycorn NV casinos and have never had any problems.
To deposit, I used a Visa debit card linked to my Trade Republic account. This is a virtual card.
Unfortunately, I am told to send a photo of the physical card, but since it does not exist, it is impossible.
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10 months ago
Dear loidcasino1337,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotsgallery Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you explained to casino support the card you deposited with is virtual? What response have you received?
- In many cases, when the card is virtual the casino would ask for a bank statement associated with the card you used. Was this requested?
- Could you please share with me your communication with the casino support regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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10 months ago
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I spoke to support, because the card is linked to my Trade Republic account, I can unfortunately only issue an account statement from the Trade Republic account, but it only shows the IBAN of the account, not the card number.
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10 months ago
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They've now told me that a bank statement with the transfer is sufficient for verification. I've just submitted it.
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10 months ago
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I uploaded the bank statement with the transfer, and it was declined. I've had enough.
Each time I have to upload a different document, which I cannot submit because my card is virtual.
Every time some bullshit answer that doesn't help anyone, one support person says this, another says that.
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10 months ago
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Furthermore, email support tells me the casino deposit isn't included in my statement, but that's not true! As you can see here, it's there, but it has a debit date of one day later, because the transaction was only confirmed there.
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10 months ago
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Update: I've now submitted a card statement with the card number, my name, and the transfer. That's all they wanted!
If this is rejected, I don't know what to do.
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10 months ago
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Update: Now email support tells me that a PDF statement with my name and the transaction to the casino would be sufficient, but I've tried it that way several times and was rejected.
Just a joke slowly
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10 months ago
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Update: They've finally verified my account, but with the same document that's been rejected twice now?!?! Something's really strange here...
Well, I'm now waiting for my payout, let's see how long it will take.
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10 months ago
Dear loidcasino1337,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Tomas
Casino.Guru
