Resolved Slottyvegas does everything to delay verification

lockinlove

Staring into the sun
PABaccred
PABinit
Joined
Jan 17, 2014
Location
Canada
I appreciate your opinion on the matter lockinlove, however I will have to check the facts of the case before concluding that this is a "blatant attempt to delay, frustrate a player and hope they reverse and lose."

Casinos have stringent rules and regulations to follow with regard to verification across EU, UKGC and MGA due to AML requirements for movement of funds, and the fines are extensive and penalties severe. If this is indeed an absolute requirement to complete verification due to a particular payment method being used, then unfortunately the player's choice of bank and the service they offer is not something I can assist with, though i would suggest shopping around for another as €75 + 10 days for a simple statement is not very competitive in this day and age. Just for reference, I get mine immediately for free online.

Should the request be mandatory, at the players request I will personally block gameplay to ensure that winnings are absolutely protected and there is no "delaying tactic in the hope that the player loses everything" while the necessary documentation is provided and the payment method verified correctly. That will put to rest any insinuations that this is some delaying tactic. As the Head of Casino and Brand, I have complete authority to do that.

What we will not do however, is ignore our obligations toward verification which in the end will leave us liable.

I hope this answers any concerns.

Thanks,
Karl

Sorry but anytime I have been asked for an actually bank statement it has been an attempt to delay. So I am going from experience.

The player said it was their mistake so maybe next time I will change my wording to "sometimes" instead of "always"


I just spoke with the payments team and the document you provided 10 minutes ago is correct and what they were asking for all along.

All could have been avoided quite easily really, but instead against forum rules, we yet again find ourselves here at the stake being publicly castigated and admonished for doing our best to follow good practice.

Thank you to all who contributed.

Kind Regards,
Karl

BTW dont be upset and think this thread was a hit against you guys. How quickly and thorough you jumped on this situation is a huge positive. It gives forum members and lurkers a chance to see how you deal with issues when they arise. So when you get called out in public, look at it like its your time to shine

I think this thread was very positive for you guys. Not negative.

:D
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
I just spoke with the payments team and the document you provided 10 minutes ago is correct and what they were asking for all along.

All could have been avoided quite easily really, but instead against forum rules, we yet again find ourselves here at the stake being publicly castigated and admonished for doing our best to follow good practice.

Thank you to all who contributed.

Kind Regards,
Karl
I just spoke with the payments team and the document you provided 10 minutes ago is correct and what they were asking for all along.

All could have been avoided quite easily really, but instead against forum rules, we yet again find ourselves here at the stake being publicly castigated and admonished for doing our best to follow good practice.

Thank you to all who contributed.

Kind Regards,
Karl
It has nothing to do with this forum. Casinomeister is great so don't blame it on something that has nothing to do with this.

Like I said before in the update, today I realized that the communication was very bad (misunderstanding) mainly because of me. I am not a native English speaker like I have said before.

If you translate bank statement on Google in Dutch you get "bank verklaring" which is appearantly a whole different thing mainly used for businesses.

I searched bank statement rabobank and came to the official page of my bank that I have posted before, there it says that in order for me to require this document I have to request it, wait for it for 10 days and pay 75 euro. So here I got very frustrated.


If you want good words about your casino, OK here it comes. Just now I went to check if I can withdraw and I can. I just couldn't choose bank transfer so Xan on live chat told me that they will do this manually for me. I have requested 2350 euro to withdraw and 100 euro to stay on my account. Giving you the benefit of the doubt because normally I would cash out everything and never come back if I have troubles with a casino.

In this case it was a misunderstanding and after providing the documents I did today everything went smooth. I will give an update once the withdrawal is received. Thag being said, no casino in 8 years has asked me for the documents I have send today (income and outcome with all the details).

For now I have 0 problems with slottyvegas since I won't be having this issue anymore now that it is done and done.

THE PROBLEM IS SOLVED: Can a mod change the title of this treat to SOLVED?
 

CM_BETAT

Dormant account
Joined
Jun 21, 2013
Location
Malta
Hi,

With regard to the document required, word from the risk team is that what was requested would be more difficult to doctor, and considering it is so easy for a genuine player to supply the document, it is their policy to request it. Its the same for all players using that method, so you have not been singled out in any way.

You are right - Casinomeister is great, when used for its purpose - which is positive and constructive discussion. That's why there's the rules, which ask for a private message with the rep to be sent so we can assist you in the background. With BETAT/Slotty Vegas, you can reach one of three people directly - the Head of Casino/Brand, the Head of Acquisition and the Casino Product Manager through direct private message.

If you'll allow me some humor based on your chosen Game of Thrones username, you could have been unlucky and stumbled upon a casino that would have simply gone with a:

giphy.gif


Anyway, I'm glad that this has been resolved now. If you need anything, please do not hesitate to get in touch with me.

Thanks
Karl
Head of Brand
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
Hi,

With regard to the document required, word from the risk team is that what was requested would be more difficult to doctor, and considering it is so easy for a genuine player to supply the document, it is their policy to request it. Its the same for all players using that method, so you have not been singled out in any way.

You are right - Casinomeister is great, when used for its purpose - which is positive and constructive discussion. That's why there's the rules, which ask for a private message with the rep to be sent so we can assist you in the background. With BETAT/Slotty Vegas, you can reach one of three people directly - the Head of Casino/Brand, the Head of Acquisition and the Casino Product Manager through direct private message.

If you'll allow me some humor based on your chosen Game of Thrones username, you could have been unlucky and stumbled upon a casino that would have simply gone with a:

giphy.gif


Anyway, I'm glad that this has been resolved now. If you need anything, please do not hesitate to get in touch with me.

Thanks
Karl
Head of Brand

Like I said I have already said that it was a miscommunication and mainly from my part. Already admitted this so no need for further details.

And you were right I was verified with a skrill account on betat and not with my bank although I did make payments there with my bank. I just went to live chat to ask if I could withdraw with skrill instead of wire transfer on slotty. No hassle at all, I had to make a deposit of 20 euro with skrill (no playtrough) and I could withdraw. Great!

Nice GIF.
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
You're failing to understand the point John. You're supposed to send a private message to the casino rep to sort out the issue, not post it out in the public so that everyone can immediately draw their conclusions about how bad the casino is and they're stealing the money and blahblahblah when all of the details aren't even known.

Misunderstanding or not you shouldn't have posted this thread in the first place, not until after the rep was unable to help you (had that been the case).

There are rules here. Rules that you agreed to when you signed up and rules you should've read before posting a complaint. Clearly you didn't.
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
You're failing to understand the point John. You're supposed to send a private message to the casino rep to sort out the issue, not post it out in the public so that everyone can immediately draw their conclusions about how bad the casino is and they're stealing the money and blahblahblah when all of the details aren't even known.

Misunderstanding or not you shouldn't have posted this thread in the first place, not until after the rep was unable to help you (had that been the case).

There are rules here. Rules that you agreed to when you signed up and rules you should've read before posting a complaint. Clearly you didn't.

I think that you are missing the point. I have already apologized to the slotty Vegas team and stated here that it was my fault for not understanding what they actually meant by requiring a bank statement. Yes I should have contacted the rep first and would do this if I was not so frustrated because I didn't even know that they had one here. Also I have asked earlier in one of my messages to edit the title of this topic. What do you want now? You want to just bash me after I have apologized and pointed the fault to myself?

I took a conclusion too early and that is entirely on me. However I have also stated that not one casino in these 8 years have asked me about this particular bank statement which I was unfamiliar with and thus the frustration because after playing so long without any problems in this regard this was new and wierd to me. Eventually it was my fault YES.

And I will take a look at "the rules". I'm still human and a sick one, I can't make mistakes? I would like to change the title or the first post so at least people that don't read everything in this thread know that slotty has no fault in what happend here, how do I do this?
 
Last edited:

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
UPDATE: Slottyvegas has processed my withdrawals I already received the full amount of the withdrawal in my skrill account.

Thank you slottyvegas and my sincere apologies for the miscommunication from my part and salty behavior. Also my apologies to casinomeister for missing the rule to first contact the casino rep on casinomeister.
 

souldragon

Senior Member
Joined
Oct 17, 2012
Location
Kent,United Kingdom
It is threads like this that have persuaded me to submit documents and get verified before i even go near to that deposit button.Yet i still find different casinos ask for different things which seems to show that it is all based on the interpretation of the regulations rather than the regulations themselves.
 

JohnSnow

Experienced Member
PABnononaccred2
Joined
Mar 12, 2018
Location
Netherlands
It is threads like this that have persuaded me to submit documents and get verified before i even go near to that deposit button.Yet i still find different casinos ask for different things which seems to show that it is all based on the interpretation of the regulations rather than the regulations themselves.

Absolutely. However keep in mind that in this case it was my own fault. I mean after the last document that I uploaden there is nothing negative I can say about slottyvegas or betat. Just make sure that you specifically ask if every single document is in fact verified for every payment you would like to use in the future. I too will avoid this hassle from now on. The thing is I trusted that everything was all well and good before depositing since my positive experience on betat. However I forgot that I was only verified on betat with skrill. I and still stand by my final point. I am not happy with the documents I have had to send about my income and outcome. I did this for only one month of history sorry really not that big of deal. This really was new to me. Normally a copy of my bank of the front and back would me enough or the transaction details and screen print of my ideal payment. However they have their own regulations and we as players must comply with it when we decide to play on their casinos. I do wish slotty had the higher rtp version on play 'n go games. But too be honest they paid better than the higher rtp play 'n go on videoslots which still amazes me.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
You're failing to understand the point John. You're supposed to send a private message to the casino rep to sort out the issue, not post it out in the public so that everyone can immediately draw their conclusions about how bad the casino is and they're stealing the money and blahblahblah when all of the details aren't even known.

Misunderstanding or not you shouldn't have posted this thread in the first place, not until after the rep was unable to help you (had that been the case).

There are rules here. Rules that you agreed to when you signed up and rules you should've read before posting a complaint. Clearly you didn't.

I feel I have to correct this.
Everyone is free to post a complaint about a casino. What is asked for is that they notify the rep (if there is one) so that they are aware of the issue.

So maybe you should go back and read the rules one more time ;)
 

chiya

Senior Member
PABnononaccred
Joined
Nov 7, 2012
Location
Earth
I feel I have to correct this.
Everyone is free to post a complaint about a casino. What is asked for is that they notify the rep (if there is one) so that they are aware of the issue.

So maybe you should go back and read the rules one more time ;)

So rules have changed since last time I broke them? Yeah I speak from an unfortunate experience in which I posted publicly a complaint about an accredited casino before talking privately to the rep. This earned me a ban to the forums for a short while.

Clearly things have changed or aren't enforced as strongly anymore.
 

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
So rules have changed since last time I broke them? Yeah I speak from an unfortunate experience in which I posted publicly a complaint about an accredited casino before talking privately to the rep. This earned me a ban to the forums for a short while.

Clearly things have changed or aren't enforced as strongly anymore.

It must have been changed because I used to say the same as you but was corrected at one point.
It is still important to tell the rep, and especially for this casino because they simply hate any kind of negative thread or posts about them.

Good that you came back then anyway:thumbsup:
 

azzy

Newbie member
Joined
Jun 14, 2011
Location
finland
I have now same problem even My account was verified before...

I can say that all is now ok. Livechat solved problem. But they said that "The have sent emails" but I have got none (was not junk mail etc).
 
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