SlotsGem Gives Players Two Weeks to Pass Verification or Lose Their Winnings

SlotsGem's General Terms & Conditions set a two-week limit on verification twice, once in the anti-fraud policy and once in the KYC section, and both end the same way: the account permanently closed and the winnings confiscated. The withdrawal limits are high, at €50,000 a month, so for most wins the deadline decides more than the cap does.

• Two weeks to pass verification (KYC and verification, point 13). "If the player fails to complete the required verification procedure within a period of two weeks, the account will be permanently closed and the winnings confiscated." The required documents are a photo of an identity document, a photo or screenshot of the payment system and a proof of address no older than three months, and a selfie with the ID, proof of funds or proof of wealth can be added. The consequence is written as certain, and the moment the two weeks begin is not written at all.
• A phone call the casino can require before winnings are paid (anti-fraud policy). The casino reserves the right to call a player when it regards a call as a necessary part of verification, and the account is not verified and winnings are not processed until a conversation with the manager has taken place. "In case the phone number is invalid or missing, giving grounds to suspect fraud, the casino reserves the right to terminate the account and confiscate the winnings." A phone number that turns out to be invalid is written as grounds to suspect fraud, and the sanction reaches the winnings.
• €4,000 a day, €16,000 a week, €50,000 a month (withdrawal policy). The monthly cap applies "unless otherwise specified in the promotional Terms & Conditions, where exceptions can be made for players with a higher VIP status", and "All progressive jackpot winnings will be paid out in full." The minimum withdrawal is €10, or €500 by wire transfer, intermediary bank charges on bank transfers are limited to the equivalent of €16, and some payment options take up to 3 days to process after verification. A €100,000 win that is not a progressive jackpot uses up the €50,000 monthly limit twice before it is paid in full.
• Three times the deposit before a withdrawal (fees and taxes, anti-fraud policy). "The deposit amount must be wagered at least 3 (three) times for Casino/Live Casino bets and/or 1 (one) time for Sports bets prior to requesting a withdrawal." The anti-fraud policy sets the consequence: "Please note that if you requested a withdrawal, but the total amount of bets made since the last deposit is less than three (3) times the size of that deposit, the Casino reserves the right to charge you the costs of transaction processing for deposit and withdrawals." The rule is written as a must, the only stated penalty is a fee the casino may charge, and the document never says how large the fee is.
• All funds for a repeated nickname violation (use of player's account). Offensive or obscene language and commercial information are not allowed in the "Nickname" field, and staff may replace it with something neutral. "In case of a repeated violation, the player's account may be blocked and all funds confiscated." The sanction for a word in a profile field reaches the deposit as well as the winnings.
• Bankruptcy on the fraud list (anti-fraud policy). The list of suspected fraudulent actions runs from collusion and chargebacks to incorrect registration data and "going bankrupt in the country of his residence", and for any of them "The Company reserves the right to terminate the user account and suspend all payouts to the player." The next sentence adds that the player "will not be notified or informed about the reasons for such actions". A player's insolvency carries the same sanction as cheating, and the player is not told which one applied.
• Closure at the casino's discretion, with the balance returned (anti-fraud policy, withdrawal policy). "The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice." When an account is closed with funds still in it, "a transaction fee of 12.5 EUR (or equivalent in another currency) will be added for a manual bank transfer made by our team." The casino's own decision to close an account returns the balance, which the verification deadline and the nickname clause do not.
• €10 a month after twelve months without a login (dormant accounts). "If your Player Account is deemed to be inactive, the Casino reserves the right to charge a monthly administrative fee of 10 EUR or the equivalent in another currency (or the current balance of your account, if less) as long as the balance of your account remains positive." An account counts as inactive after twelve consecutive months without a login. A €120 balance left untouched can be gone two years after the last login.

Two clauses run in the player's favour: progressive jackpot wins sit outside the withdrawal caps, and a deposit refund can be requested within 24 hours, or within 30 calendar days when the player says someone else accessed the account. The large amounts in this document are generous, and the short ones, two weeks and a phone call, decide whether a player ever reaches them.