EU Slots - refusal to complete verification

Ruling

Resolved - Both the submitting complainant and EU Slots Casino have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Hello,

I would like to make a complaint about EUslot casino. After playing online slots (and making considerable deposits) i had won a large prize. After requesting a pay-out the casino asked for a verification. One of the requirements is as follows;

upload a selfie with both a passport and a paper (in one hand), with a sign "Hi, EUslot and the current date". Pay attention: your hand and the document must be seen in full. It should be any type of a lined sheet but not blank. Your hand should be fully visible.

After uploading lots of selfies ik keep getting rejections while severall new requirements become obvious. Reasons for rejecting given includes; your elbow is not visible, your other arm is not visible, you have to hold both passport and paper in one hand, i can not read the paper etc.

At last it was clear what they wanted; a selfie with both arms completly in the picture, holding the paper and passport in one hand and the file cannot be bigger than 2 mb. Unfortunately there is stil a reason fort he casino to reject the selfies. They simply state they want a better picture (without stating why). It seems impossible to give a selfie which meets their requirements. The accountmanager also doesn’t know what they want and can not help me. The security-team has only a no-reply emailadres.

I hope you can help…

Kind regards,

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