SlotsVilla Support and Complaints Thread

Hey all,

I have been trying to get my account verified on Slots Villa for months. Every single proof of address document I sent them they reject. I cannot get anyone at support to tell me what exactly they want me to send. Im thinking they are going to keep delaying until I just forget the $100 in my account I've been trying to withdrawal. Any help would be appreciated!

Hello Djshakka,

Could you please advise which documents you have already provided?

You must send the documentation listed below via email: 

- Copy of the front and back of any government issued picture ID (Can be a Passport, State or Country issued ID or Driver’s license)

- Proof of Address not older than 3 months showing the player’s full name, address (matching the account information) and issuing date (Utility bills such as cable, internet, telephone, mobile, cable, gas, DTH connection, electricity, municipality or Bank/Credit card statement.

- Copy of front and back of every card used to deposit in our site (Card number first 6 digits and last 4 digits must be clearly visible) for your own security please cover your CVV number.  Credit Authorization Form . 

All documents must be clearly visible and must match the information on the account. 

Anchi,

I sent them the exact same thing I sent liberty because I did them the same time and and they are the same platform. Both were rejected. I'm going to send the cable bill I just got and I will also forward that to youm 

Hello Djshakka,

Please let us know if they accept all of your documents.

Thank you for keeping us informed.

This sounds all too familiar. I am and have been dealing with this same nonsense from Slots Villa since April 26th,2023. I too have sent over 13 documents all different formats, resolutions, and types. Getting the same $100 welcome no deposit bonus run around. I am so so sick of some of these casinos and their tactics used to try to avoid paying players out LEGITIMATE WINNINGS!! They need sued or just shut down period but until then I am so greatful to have LCB to help in these matters. Thank you guys again!! 🤗😁✌️Tara Burge

Hello Berks, I Hope you are doing well!! I am new here @ LCB and would like your help with an ongoing KYC verification and $100 payment issue I am currently having at casino Slots Villa. I did what I believe was needed for a complaint to be considered here at LCB. However, could you be so kind as to confirm this is in fact correct?. I would greatly appreciate your help and time regarding my concern. Further, if I have not submitted a complaint properly here at LCB would you please advise me further as to what is needed in order to do so. Thanks Again - Kindly - 🤗😁Tara Burge (username: T******)

Attachments

Hello Tara8166,

Thank you for reaching out to us and explaining your issue.

According to their T&C these are the requirements:

• KYC (Know Your Customer) documents are mandatory to corroborate the account/payee information. The following documents are required in order to complete our KYC, they must be sent to our email address: kyc @ slotsvilla.com (or) support @ slotsvilla.com
• Copy of front and back of any government issued picture ID (Can be Passport, State or Country issued ID or Driver’s license
• Proof of Address not older than 3 months showing player’s full name, address (matching the account information) and issuing date (Utility bills such as cable, internet, telephone, mobile, cable, gas, DTH connection, electricity, municipality or Bank/Credit card statement.
• Copy of front and back of every card used to deposit in our site (Card number first 6 digits and last 4 digits must be clearly visible) for your own security please cover your CVV number.
• A copy of the Credit Card authorization form completely filled and legible for every credit card used to deposit in our site, here you can find our Credit Authorization Form   which must be sent to our email support @ slotsvilla.com (or) kyc @ slotsvilla.com
• All documents must be clearly visible and must match the information on the account any mismatch may cause delays or further action based on our fraud prevention policies.
• KYC documents must be sent in English, in cases where players live in a country which uses another language, documents will require a translation signed by a lawyer verifying to the information provided.

Did you provide them with all of these documents?

Could you please send us via private message the documents that you submitted, so we can review  and confirm their validation? 

Thanks in advance.

Yes. I have done these things. Thank you. Tara Burge

Hello Tara8166,

Thank you for sending us your documents. We will review and will let you know our opinion about this matter.

Thank you for understanding and patience.

Hey Berks -

Appreciate your help and looking forward to hearing back from you. 

Kindly ....Tara Burge

Hello Tara8166,

We will reach out to Casino Rep and inquire about this issue. Once we hear back we will let you know.

Keep an eye on this thread for any updates.

Thank you.

Hello Tara8166,

Casino Rep got back to us and said that they have asked you to send them no edited documents after their finance and fraud team noticed that your docs are not valid to be verified.

Please do all the required steps so they can verify your account without any issues.

Thank you.

Sorry, I am completely frustrated as twice now my browser went to attach supporting documents and in doing so refreshed the page and lost over an hour and a half worth of text responding to their false claims. I will attempt to do so again sometime later today. However, at the current moment I am far too upset! Appreciate your understanding and again thank you! 🙂

Regards - Tara B.

Hello Tara8166,

We need to ask you not to share your documents on the forum directly due to privacy reasons. Please send us via private message and we will take a look and review all your provided documents.

Thank you for understanding.

Hello Tara8166,

We are still waiting to get all of the documents that you sent to Casino regarding the verification. Please send us via private message to be able to help you.

Thank you in advance.

Hello Tara8166,

We will be closing this complaint due to inactivity of submitter.

Hello and sorry for now just getting back again tried to attempt to resolve this with the casino and submitted two more documents since my last post and again both of those were to denied for various reasons I would like to be able to show you all the email correspondence that I have had with Casino regarding this issue however it is substantial what I would have to upload and I'm not sure how to do that in a sufficient easy manner I also came to notice that according to the kyc AML policy on their own site proof of address is considered a step2 procedure in the verification process and that only step one need to be done unless the individual has deposited or withdrawn more than $2,000 or $1,000 in a region considered a medium risk as a matter of fact upon requesting a withdrawal the casino only ask for one document and that being an ID they do not ask for the address as it is not necessary however they are asking that I submit this but according to their own AML kyc policy it is not necessary that one do so as long as they fit Within These parameters further when they send you an email correspondence for your withdrawal request it also states that the casino May ask for the following document that being proof of address but not required that's because it is not necessary according to their own policies yet here I am submitted over nine different documents in all different forms and formats to try to comply with the request and yet each and every document they have found something wrong with that document and when I go and I correct that issue they then come up with another reason for why that document is not valid and throw out the initial reason and now become a secondary reason of issue and even a third all the way from we don't accept jpg do we don't accept Financial Services to your document isn't clear and visible isn't clear mind you that these documents were clear invisible but they do not accept online banking statements or financial service statements or any document it would appear as I send the numerous different documents utilities and otherwise I will gladly upload these for you if you would like along with the correspondences of these denials always coming up with the new excuse for why the document doesn't suffice when again my point being is that the document should not be necessary according to their own AML kyc policies on their site I provided the link for this and it states that only necessary if the person is depositing or withdrawing over $2,000 from the casino I do not fit into this category as I am merely attempting to withdraw a NDB welcome bonus of $100 this is clearly an attempt to not pay that out and nothing further as I've tried for 6 weeks now to comply to their many different demands for a different document each and every time submitted I've asked for management and been told that I need to resubmit the document and give a no one in which to speak with regarding the issue other than customer support I have all these plus numerous many other transcripts that I've downloaded each and every time spoken with customer service regarding this issue along with the emails that they have sent regarding the denials of these documents the most recent document I submitted was that of a phone bill in which they State wasn't clear and now needs to be in PDF form well it's not a PDF document as it was an actual meld document physical document that I took a picture of there is no PDF or online statement again this is a casino that has numerous times come up with every different reason under the book to deny every document submitted to them pertaining to this and there have been numerous in many different formats and all sorts of different ways and still they continue to not verify my account or pay me the winnings from the welcome bonus thank you

[link removed by moderator Berks]

I sent a google photos link. Thanks Again - 😁Tara B.

Dear Berks- I would ask that you please keep my complaint open and I thank you again for your understanding in my latent response back to the forum. I tried to again comply with Slots Villas request and unfortunately, still having the same issues that originally brought forth my complaint. Appreciate your help! Kindest Regards - Tara 😁 B

Hello Tara,

We received all your documentation, and we will reach out to Casino Rep to check what is happening with your verification process.

Please keep an eye on this thread for any updates.

Thank you.

Berks - Thank you so very much and I will certainly keep vigilant in keeping a close eye for any responses. 

😁Tara B.

Hello Tara8166,

We still haven't received a response from their side. We will send them a reminder email in hopes that we can get some feedback as soon as possible.

Keep an eye on this thread for any updates.

Just became aware that I now cant login to their sister site VIPCLUBCASINO.com saying my username and email do not exist. Was fine as of yesterday. Is this just a coincidence, idk but highly doubtful? 

Thanks -Tara B

Site has been under maintenance for over 24hrs now...Just heads up..

Hi Tara8166,

We appreciate you bringing this matter to our attention. We have reached out to the representatives and requested information regarding the duration of the maintenance period.

Most welcome and thanks again!!

Tara B😊

Hi Tara8166,

Slots Villa is up and running 

Update: I am now able to login at VIPCLUBPLAYER.com site...Thanks..TaraB.

Read Slots Villa's Hassle Free Casino Pledge Uploaded....Guess this is them (Slots Villa) putting customer satisfaction and concerns first and foremost??? Experts of What???....Slots Villa and Vipplayerclub Casinos are a complete joke!! Rogue!!!!

Hello Tara8166,

we will follow up again on your case. Keep you updated. 

????????????????????????????????????????????????????????????????All a bunch of B.S!!!!!

Did you ever receive winnings after finally being verified? Thank you

Tara B

Hello Tara8166,

as soon as we get new information on your case we will let you know.

Hello Tara8166,

We are still waiting for an update from Casino Rep. We sent him a reminder regarding this matter. 

Keep you posted.

As soon as we get a response we will let you know.

Thank you.

Hello Tara8166,

Casino Rep got back to us and said that you have provided them with the address proof, but he claims that after the review by the fraud department this document is edited. They kindly ask you to send them non edited documents, and you will be approved immediately.

Thank you for understanding.

Hello Berks,

You have seen all the documents in their various formats that I have provided to them for this purpose. What document or documents have bee have been edited as they claim? Furthermore, did they ever respond to this being unecessary according to their very own AML /KYC policy on their sitemap? They are making unfounded claims regarding editing of documents! You have seen the different reasons garnierd after each address verification submission. Always something not right format, type of document or not visible clearly to name a few.. etc

Thanks Again -

Tara Burge

Hello Tara8166,

We have reviewed your documents that you have sent to us, and we need to inform you that we noticed that your proof of address was edited, so Casino's fraud department has right with their clarification. Please send them original documents without editing if you want to be approved.

Thank you.

Hello-

Well I received my KYC Verification on the 29th of June 2023 from Slots Villa, but now I am having issues receiving my $100 welcome NDB winnings in the amount of $100.00 USD. I submitted a withdraw request on 6/29/2023 at 5:53 am and was told by email that I would receive an email correspondence within 2 to 3 business days from  the date of the request having been made regarding the payout. I keep being told to wait by chat support and today was told now to wait another 3 to 4 more business days for my Bitcoin Address Verification approval. Mind you, I already received verification approval for my payout bitcoin address on the 25th of May 2023 and never once was I told to submitt the bitcoin address again for a secondary approval over the many numerous chat correspondences over the last several days of having checked on the status of my withdraw request. If there is anything lcb can do to help me with this issue I would once again be greatful!

Thank You - Kindly -

Tara Burge

Hello Tara,

We will reach out to Casino Rep in order to speed up this withdrawal process.

Keep an eye on this thread for any updates.

Thank you in advance.

Hello Tara,

Casino Rep contacted us and said that he deeply apologizes, because the fact that you received a message that your account was verified was a mistake by one of the agents who is new to the company, and that the KYC team sent you an email that the proof of address was not valid, and that have asked you to send a valid document so that they can immediately verify your account.

Thank you for understanding.

Hope that this will be resolved in shortest possible time.

Hello Berks-

You have got to be kidding me..I mean really? Never received any email stating that..Ask them to show you proof please of having sent any email after stating proof of address was verified. They DID NOT!! Further , what is wrong now as I sent a scanned document from US BANK as proof this time? What is the issue now, I ask? Not to mention I have been told by countless reps I am verified and payment would be rendered shortly. Ridiculous!!

Thank you - 

T.Burge

Hello...Here is the document submitted that they approved...Now saying, they did not...However, actual submission is better scan unfortunately is over 2mb upload limit to post..I provided Berks the link for the actual submitted document...Thanks

How ironic...I just received this 7 days later mind you after numerous conversations with chat support telling me everything was verified..Ridiculous!! Btw it is my MONTHLY BANK STATEMENT!! UNREAL!!

content://com.brave.browser.FileProvider/downloads/chat-76022.txt

Hello Tara,

We will reach out  again to Casino Rep to ask what is wrong with provided documents, and will get back to you with the clarification.

Thank you for your understanding.

Hello Berks -

Further, I would like it to be known that I went ahead and submitted additional scanned images of the entire checking account statement document as per the casino's request (agent Robert). Therefore, there should be absolutely not one further issue nor excuse to deny my proof of address as provided for KYC verification purposes and for the subsequent pending withdraw payment to be payed out. Also, immediately as stated confirmation would be by the rep you spoke with would too be greatly appreciated as it has been over 2 months now!

Thank You -

T.Burge

Hello Tara,

We have sent an email to Casino Rep, so once we hear back about this inquire we will get back to you immediately with the explanation.

Thank you for your cooperation and patience.

Thanks Again!

T.Burge