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Slot Hunter - Unreasonable verification requests

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Slot Hunter Casino Review.

Player's Complaint

I requested a withdrawal of 200. My account is verified and I have made successful withdrawals in the past. I have been asked to provide proof of income and source and did so now th are asking for 6 months worth of my personal banking transactions. I fail to see how my shopping habits are relevant to the casino. I provided a screenshot of my verifiable source of income deposits since may of this year already. I have read the terms an privacy policy and I don't see any where that it say they need to know where I spend my money. I have jumped through all the hoops I just want my 200 please. They just keep canceling my request and sending me the same email. I have had issues before with them sending my complaints up the ladder to just never be addressed. No one ever follows up about anything. I just let it go because it was not a lot of money ( 5 $ ) more than once but this Is 200 and the info thye want is unnecessary and feels invasive to me. Can you help?

Read the casino review

9 Responses

User icon
thepogg
November 2, 2022

Hi ekc84 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you 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.

To put this matter into some context:

- You have made what would be considered a very large deposit.

- You are submitting a request for a very large withdrawal.

- You have submitted documents during the verification process that are non-standard in nature and appear to have had sections hand written, raising questions about their authenticity.

- You are resident in a jurisdiction that is currently subject to significant international sanctions.

While we understand your frustrations, you are being asked to comply with a Source of Wealth check. Where certain activity flags are raised on an account the operator will be legally required to confirm how you became the legal owner of the funds in the account used to deposit to your casino account. We may be able to assist you in getting paid, but not before you have complied with the operator's requests.

Once you have provided the requested documentation let us know and we'll follow-up with the operator about this matter.

Thanks,

ThePOGG

User icon
ekc84
November 3, 2022

I sent the last 6 months of bank statements.

User icon
ekc84
November 3, 2022

Oops

User icon
ekc84
November 4, 2022

So they are saying they need the full month of October statement but it hasn't come out yet so j screenshot the banking info they are asking for but they won't accpt it. The Statement doesn't exist in pdf format yet so I can't submit it. It doesn't come out till the 7th.

User icon
thepogg
November 5, 2022

Hi ekc84,

Thanks for letting us know. The 7th is on Monday so if you submit on Monday and let us know what they say.

ThePOGG

User icon
ekc84
November 7, 2022

So I sent them all the statements requested and then I sent them my verifiable income info last night but there has been no movement yet could you check on this for me?

User icon
thepogg
November 12, 2022

Hi ekc84,

Is this still an ongoing issue?

Thanks,

ThePOGG

User icon
ekc84
November 13, 2022

They finally sent the money thank you.

User icon
thepogg
November 14, 2022

Hi ekc84,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

ekc84 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:

  • Slot Hunter
  • Malta Gaming Authority
  • N1 Interactive Ltd

October 31, 2022

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