After providing my selfie, photo ID (front and back), utility bill, bank statement and transaction record of the payment taken from my account today.

i have been asked to provide a photo of the physical card.

i explained that I use apple wallet and don’t have the card, the representative at casino now wants a statement with the last 4 digits of the cars on it. The bank doesn’t issue this documentation and I advised that this request is unreasonable given I have provided my official statement as well as the other forms of ID verification.

their website and terms and conditions do not state that a physical card is mandatory, rather their own site states:

Screenshot or photo from online bank, bank statement, Skrill page, etc.

showing the deposit. Must display the company name. Must display the amount

paid.

I have provided this and still they refuse to verify me.

if this online casino has a mandate of this nature, they should ask for this verification at the time of the deposit and not only at the withdraw request time

Dear Stank82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly the verification of the deposit method is the last obstacle in completing your verification in the casino? Are you able to provide the casino a document stating the card was issued in your name? Have you tried to submit any other proof of ownership of your virtual card?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hi Tomas

as mentioned I submitted a screen shot of the transaction record as well as my bank statement.

I also submitted screen shots of the virtual card, but these were rejected on the basis that they were screen shots and not official documents

my issue is that their website asks for evidence of the transaction which I Have submitted. The screen shots I provided include the last 4 digits of the card used

and another screen shot of the virtual card has the full card number.

so in addition to my Photo ID and selfie,

i have been provided my latest bank statement and transaction record.

I have provide my phone bill

and screen shots of the virtual card

which is what I used to deposit the funds

their current request is to contact the bank and ask for a statement that includes the last 4 digits of the card number. I phoned the bank and they refused.

they state they cannot issue a document like that. I asked them for a letter to state that my card is linked to my bank account which they also rejected stating that the vendor should accept the transaction record provided and the bank statement

i understand that accounts need to be verified but the request is unreasonable when I have provided everything I have. I have not withheld anything from them

If they wish to phone me and do a video verification I am open to this

i am willing to show them my virtual card and anything else they need.

Thanks for the detailed explanation of the situation, Stank82.

I agree with you the video call would be a solution we would recommend as well. Have you suggested it to the casino yet? What was their reply? Please forward any communication relevant to the case to me at [email protected]

I have sent you the correspondence

they keep insisting for a letter from the bank displaying the last 4 numbers of the card and my name

they ignored my offer for video verification

they have my bank statement including the transaction record from that day

clearly they want to make this difficult to avoid withdrawals

yet they claim to advocate responsible gambling

Thank you very much, Stank82, for providing the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Stank82,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite N1 Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear N1 Bet Casino,

Could you please explain why it is mandatory to have a letter of the player's bank statement when the player has already provided you with evidence that shows the transaction detail as well as the last four digits of the card?

Thank you.

Best wishes,

Tomas

Greetings to all,

Stank82 had been already verified, so we consider the complaint might be resolved.

The way I see, the photo of the card, which was necessary for the verification of the player, was uploaded to a profile the most recent.

A photo of the card was requested in order to verify that it was the player who made the deposit. In cases where a player chooses an online bank transfer, a bank statement is to be requested where an account owner and his/her deposit in our casino will be visible.

The player used one of these payment systems (in the picture), that's why we were obliged to request a card's photo.

Thank you, N1 Bet Casino, for providing the information.

Dear Stank82,

Could you please confirm if you are now able to proceed with the withdrawal?

Thank you.

Kind regards,

Tomas

Yes. All good

thanks

Dear Stank82,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas