Long time player at casitsu casino multiple deposits since 2021, verification has took multiple days uploaded my old provincial ID for verification and used my new one the selfie ID thinking it wouldnt be a problem considering all the information is the same just different dates issued due to getting new provincial ID. Cash out was cancelled and they told me I need to upload another picture for verification of me holding both my previous and new ID.

Now I have to search for my old ID before I can get my cash out even though I can supply my passport ID and all the information I gave was the same.

support also threatened to close my account because of the ID because it’s false information?

Dear ArcandB,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue with Casitsu Casino. 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 take KYC lightly and it might take a few working days to complete this thorough process.

Could you please specify when exactly you sent each of your identity documents for verification? What other documents besides the driver's licence and selfie have you sent to the casino?

Could you please explain why you have two almost identical driver's licences, when the expiry date on both of them is set to 2025, meaning the old one from 2020 is still valid?

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

Best regards

Veronika

I sent the documents on the weekend so that would be the 13 or 14th. I have sent them my banking information , my IDS my bank statement , proof of deposits.

I offered to send them my passport but they refused.

The new ID was issued on the 25th of August because I forgot my license at home well I was visiting family in another city and needed to get one to be able drive( I have proof of payment of this from my government license issuer )

I gamble alot online and that is the photo I use for verifying casinos when I need to.

Thank you for the clarification. Are you able to send the casino a selfie of you holding both of the documents? Kindly keep in mind that the casino is entitled to request additional documents for verification purposes if needed.

I am currently Looking for that other ID right now but I miss placed it because it’s old I usually just throw them away.

if I cannot find it what’s the options considering my government ID is the same customer number and license numbers just the issuing date is different

I have uploaded my new ID in the verification process and now waiting to see if it gets approved

Thank you for keeping us updated. Please let me know if your document gets approved or if you need assistance.

This player should have updated you on the actual status of this case.

He initially uploaded a different ID in his selfie KYC step from the ID that he originally provided.

We subsequently asked him to to send the matching ID.

Customer did so.

We approved his new ID and we paid.

I actually remember speaking to Support about this when they asked me. It was simply two different IDs. We need both ID submissions to match. That's all. Support instructed the player accordingly.

Dear Casitsu Casino representative,

Thank you very much for getting in touch with us and for providing us with the actual status of the case.

Dear ArcandB, may we consider your issue resolved? Please let me know so that we close the complaint accordingly.

Dear ArcandB,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.