The player from Argentina had waited for a month to withdraw his winnings from an online casino. The casino had requested a bank statement, which the player could not provide due to the cash-based service, Rapipago, he had used to recharge his account. The player had also sent multiple emails to the casino without having received a response. After the player had provided additional documentation, including invoices and a photo ID, the casino had allowed him to create a withdrawal request for all remaining funds in his account. The issue had been successfully resolved and the complaint had been closed.
888Starz Casino - Player can't provide requested withdrawal documents.
Amount: $1,624
888Starz Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Hello, on 11/14/2023 I wanted to withdraw and they asked me to send them the bank statement, showing my name and information, to verify that it was me who made the payment. The problem is that the method I used was cash payment to recharge my account, an option for my country that was enabled at that time, now it is no longer available, the method is Rapipago, a payment code is generated, and with cash You go to the store and pay, they give you a paper receipt. I have all the payment receipts that I made, the problem is that the casino does not respond to me, I have already sent them several emails, I have consulted support several times and they tell me to send again if I do not have a response. Today, 12/20/2023, I checked again and they told me to send them again but from another email, but I also still have no answers.
I attach some of the receipts and a chat where I try to explain to the support that "there is no bank statement" because the payment is in cash.
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10 months ago
Dear reptile019,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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10 months ago
Hello, now I am in contact with the casino, I had to send them an email from another email, different from the one I used to register (in the support chat they told me to do it) they asked me for the invoices for the payments I made, after several attempts to explain to them that Rapipago is not a bank.
-Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
Re: Apparently yes, I sent them the invoices they asked for, although I couldn't find a specific one, 40 days passed since I started writing to them, I couldn't find it.
-Have you submitted all the other personal documents required for the verification?
Re: Yes, in addition to the invoices, they asked me for a photo of my ID, and a selfie holding the ID, and also a device where you can see the chat with them.
being 03:18 am gtm -3 my local time, they told me "Your data is under verification now. Wait for the answer, please."
so I'll wait and see what they tell me.
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10 months ago
Hello, they finally solved my problem. The casino resolved that "The bookmaker reserves the right to refuse to accept a bet from any individual without giving a reason.
Withdrawal is allowed. Please create withdrawal request for all remaining funds on your gaming account."
They let me withdraw and I don't know what happened to my account.
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, reptile019, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
