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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.

Read our EU Slots Casino Review.

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,

Read the casino review

3 Responses

User icon
thepogg
September 7, 2021

Hi jantjebeton - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

Please email the last three photos you submitted to [email protected].

Thanks,

ThePOGG

User icon
jantjebeton
September 8, 2021

apparantly a complaint works very well. While the accountmanager was still saying he needed a new selfie the security-team approved the last uploaded selfie.

User icon
thepogg
September 12, 2021

Hi jantjebeton,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

jantjebeton consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • EU Slots
  • Malta Gaming Authority
  • N1 Interactive Ltd

September 7, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.