Slot Wolf - document verification taking too long, preventing the withdrawal
I deposited 100€ from my Mastercard credit card on Saturday 25th of February
I played and was lucky and won some money.
I made my first withdrawal later the same day on Saturday 25th of February and that was cancelled. I was then asked to upload documents to the casino site:
- a photo of my Mastercard that I used – which was uploaded the same day
- proof of deposits to the casino for the last 6 months – bank account statements of full 6 months and Mastercard proofs were uploaded the day after, Sunday 26th of February
- documents showing the origin of the funds for the last 6 months – salary slips for last 6 months were uploaded on Saturday 25th
- bank statements for the past 6 months – uploaded Saturday 25th
- photo selfie of me holding my ID (passport) – was uploaded twice since the first one was not accepted on Saturday 25th and Sunday 26th.
- A separate questionnaire was also sent to be filled asking for example about my source of wealth and amounts of income and living costs. That was filled and sent via email on Saturday 25th
Early Sunday 26th I received information from the support that my documents were sent to the manager for check and approval.
On Thursday 2nd of March (five days later) I received request to upload also the bank statement and salary slip for February – they were uploaded the same day.
On the same day, I was requested to send a salary slip for Feb 15 – 28th which I informed that I do not yet have because the salary is paid on 15th of March. I expressed my opinion that the salary slips I had already sent for the previous 6 months should be enough. And the bank statement also showed that I had received the salaries for that period. After all, that was the money I played with. The claim from support that they could not fully verify my account without it sounds a bit far fetched to my opinion
Early on Friday 3rd of March I once again got the reply from the support that the documents are sent to the manager for check.
On Sunday 5th of March I sent an enquiry to the support asking if they have any estimate on how long it will take to check and approve the documents.
On Tuesday 7th of March I got a reply saying the documents are in a queue to be processed. No estimate can be done.
On Friday 10th of March I once again asked if there was any progress in the process.
On Saturday 11th of March I received word for word the same (automated) answer that the documents are in a queue to be processed. No estimate can be done.
So my documents have been in a queue to be processed since Sunday 26th of February, more than two weeks. There was some additional documents asked after that and uploaded, but even the majority of the documents that were sent to be checked on 26th of Feb have not been checked until today.
