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I was informed that KYC would take 3 business days. However, they did not contact me, and although I cleared the withdrawal conditions, I have not been able to withdraw. Of course, I contacted support, but they told me to wait for a reply. I am dissatisfied with the withdrawal requirement of $100, so I apply for withdrawal of the full amount of $1058.

I was informed that KYC would take 3 business days. However, they did not contact me, and although I cleared the withdrawal conditions, I have not been able to withdraw. reply. I am dissatisfied with the withdrawal requirement of $100, so I apply for withdrawal of the full amount of $1058.

KYCに3営業日かかるとの連絡を受けた。しかし彼らは連絡をせず、出金条件をクリアしたが出金できていない。もちろん、サポートには連絡したが連絡を待てと来た。出金条件額100ドルでは不満なため1058ドル全額の出金を申請する。

I was informed that KYC would take 3 business days. However, they did not contact me, and although I cleared the withdrawal conditions, I have not been able to withdraw. Of course, I contacted support, but they told me to wait for a reply. I am dissatisfied with the withdrawal requirement of $100, so I apply for withdrawal of the full amount of $1058.

Hello butei241001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Villa Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I have not received any confirmation yet.

The last time I spoke with the casino was yesterday!

認証はまだ連絡は来ていません。

カジノ側と最後に話したのは昨日です、！

In addition, currently on the homepage rather than the account

なお、現在アカウントどころかホームページにあ

I can't access the homepage, let alone my account.

アカウントどころかホームページにアクセスできません。

I received a call today, but it says that it can't be done because it's not an English document. If so, ban access from Japan.

I received a call today, but it says that it can't be done because it's not an English document. If so, ban access from Japan.

Thanks to you for being with Slots Villa!

We regret to inform you that the KYC documents which you have shared not in English language.

We are kindly requesting you to share the documents which are in English language.

- Front and Rare copy of ID proof

Proof of Address must 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, cable, gas, DTH connection, electricity, municipality or Regular Bank/Credit card statement.)

Regards,

KYC Team,

Slots Villa

本日連絡が来ましたが、英語の書類ではないからできませんと書かれています。だったら日本からのアクセス禁止しておけ。

I received a call today, but it says that it can't be done because it's not an English document. If so, ban access from Japan.

Thanks you for being with Slots Villa!

We regret to inform you that the KYC documents which you have shared not in English language.

We are kindly requesting you to share the documents which are in English language.

- Front and Rare copy of ID proof

Proof of Address must 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, cable, gas, DTH connection, electricity, municipality or Regular Bank/Credit card statement.)

Regards,

KYC Team,

Slots Villa

Hello butei241001,

In such cases (as we had similar cases in the past), you can easily translate your legal documents and forward it to the casino in order to finish the verification as soon as possible. Unfortunately, this is the standard procedure and currently there is no way around if you wish to receive your money.

got it

わかりました

I understand

分かりました

really sent

ほんと送付しました

I got a reply but it was rejected. There are no documentation requirements anywhere. Isn't it weird that you can't withdraw money?

I got a reply but it was rejected. There are no documentation requirements anywhere. Isn't it weird that you can't withdraw money?

Dear Osakh,

Thanks to you for being with Slots Villa!

We regret to inform you that the KYC documents which you have shared not in English language.

We accept only English language documents please.

We request you to share the KYC details for verification.

A copy of the front and back of any government-issued photo ID (it can be a passport, a state-issued photo ID, or a country-issued photo ID).

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

If you have any more concerns don't hesitate to chat with us.

Regards,

KYC Team,

Slots Villa

返答が来ましたが却下されました。どこにも書類の規定はありません。出金できないのは、おかしいよね？

I got a reply but it was rejected. There are no documentation requirements anywhere. Isn't it weird that you can't withdraw money?

Dear Osakh,

Thanks you for being with Slots Villa!

We regret to inform you that the KYC documents which you have shared not in English language.

We accept only English language documents please.

We request you to share the KYC details for verification.

A copy of the front and back of any government-issued photo ID (it can be a passport, a state-issued photo ID, or a country-issued photo ID).

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

If you have any more concerns don't hesitate to chat with us.

Regards,

KYC Team,

Slots Villa

Hello butei241001,

Did you translate the documents officially and forwarded them in English to the casino support?

I don't know what you call a formal translation of a document.

I wrote it using Google Translate.

In Japan, there was no company or organization that would write the resident card in English.

書類を正式に翻訳というのがわかりません。

Google翻訳を使って書きました。

日本国内には住民票を英語表記にする業者や機関はありませんでした

Can you please say something over there?

そちらでなんとか言ってくれませんか？

Hello butei241001,

As far as I know there is a way to translate the documents officially (I do not personally know how but many player from Japan did so and verified his account successfully). Unfortunately in this case there is nothing we can do directly as you need to follow the casino's instructions.

Many Japanese players have done so and successfully verified their accounts.

Did you succeed in the authentication at the casino in trouble?

多くの日本のプレイヤーがそうし、アカウントの認証に成功しました。

とのことですが、トラブルになっているカジノで認証に成功したのか？

Hello butei241001,

Unfortunately, if the casino does require documents in English, you have to provide them and we can't force them to do otherwise. I really can only recommend to translate the documents legally so the casino may accept them as verification documents.

Do you mean you will translate?

あなた方が翻訳してくれるということですか？

Hello butei241001,

No we can't do that. The documents has to be translated by an official translator otherwise they will be rejected by the casino.

Could you please advise if you did try to contact anybody to process the translation? Please do so otherwise we won't be able to proceed in the complaint just as the casino won't be able to verify your identity.

Dear butei241001,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.