888Starz Casino - Player’s struggling to complete account verification.

I deposited $50 via interac months ago.

I have tried to play the money on slots and withdrawal

the money. They ask me to go through verification. I have submitted soooooooo many documents and it’s never good enough, they always want something else.

previously I

deposited with a MasterCard that was compromised and the account has been closed for months! I have not

used this card on this site

for months. They will not verify my

account unless I provide them with a statement of this account or a document saying this account is closed. I have not dealt

with this bank in months and cannot get this info. I just want my

$50

i deposited through interac back.

I email and chat with the. Often and I end up getting ignored.

Dear Appi123,

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.

Could you please advise which documents you have already provided? Do I understand correctly that the missing Mastercard bank statement seems to be the only thing standing between you and successful verification?

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,

Kristina

Hello

I totally understand the process. I have provided both sides of my drivers licence, my bank card both sides, my bank statement and a utility bill.

My last couple deposits were made with interac (bank card).

when I first opened my account with them I used a credit card (this was months ago) that was later stolen. I have closed the account (months ago) and have no deals with this bank any longer. They will not verify my account without a statement of my stolen credit or a letter from this bank. I provided them with my interac bank statement and do not see why my stolen credit card statement is relevant.

Thank you very much for your reply, Appi123. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have sent you all the emails I had.

Appi123, I have not found any emails sent from your email address. Could you please forward them again?

I am sorry. I sent you everything and the. Deleted them. The casino said they were having problems with email addresses and to send them from my

Gmail account therefor the emails I sent you are from a gmail account

Thank you very much Appi123 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Appi123,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 888Starz Casino to join the conversation and participate in the resolution of this complaint.

Dear 888Starz Casino,

The player has stated that they are unable to obtain the requested statement from their bank, is there perhaps an alternative that could be sufficient to complete the verification?

Kind regards,

Adam

Dear Appi123,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask 888Starz Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hello Appi123,

I have made contact with the casino and they have stated that it is necessary to see the aforementioned letter from the bank in order to proceed.

I appreciate that you stated that you no longer have any dealings with this bank, but I would suggest trying to contact them regarding this once more to try and obtain the document requested.

Make sure you keep a record of all communication with the bank (for example any e-mails), so if the bank does state that it is not possible to provide the document we can show this to the casino.

Kind regards,

Adam

I closed that account 9-12 months ago. The deposit made for the $50 that they will not allow me to use of withdrawal was made with Interac (completely different payment then what they are requesting). I provided them with the bank statements

for the $50 deposit I made with interac and then they wanted a statement for a payment method I used months prior. I cannot get the statement they are asking for. I stopped using that payment method because the companies completely changed and I cancelled my account.

Hello Appi123,

Is quite normal for a casino to require proof of all payment methods used to make deposits on an account during the verification process.

You state that you stopped using that payment method as "the companies completely changed", can I ask you to clarify what you mean by this?

Kind regards,

Adam

another Company took over the company I originally had the credit card with. When I got my new credit card from the new company it was a completely different card number. I cancelled my credit card due to fraud and the new company was very difficult to deal with. I have spoke with them at least 2 times and I cannot get a statement for my old number nor a letter that I closed my account.

I understand they can ask for this information but I provided them with a lot of my personal documents including several bank statements. The $50 I deposited they won’t even let be played because of a statement I cannot produce. I even asked for my money to just be refunded as my account could not be used after it was deposited. That $50 is my money I deposited and it seems crazy they won’t give it to me back because I cannot produce a statement from almost a year ago.

Hello Appi123,

I appreciate your frustration. Do you have any record of your attempts to obtain the document that can be shown to the casino to prove that it is not possible? Perhaps an E-mail or letter?

Kind regards,

Adam

I do not. This is been an issue that has been going on for mi the with the casino and I do not keep emails. After providing the casino with a ton of documents and getting no where I gave up on the issue and deleted everything.

Hello Appi123,

I would suggest that you contact the credit card company as previously mentioned in this case, even if only to obtain a reply saying that they are unable to provide the information. Then we can show the response to the casino and ask them to suggest an alternative.

Are you able to send the credit card company an e-mail requesting the information?

Kind regards,

Adam

if That’s the only way to solve my case, you can close it. I have contacted several times but didn’t keep communication and not willing to do so again when I closed this account a long time ago. I verified myself with this casino with a lot of personal documents. You can close my complaint.

Hello Appi123,

As mentioned it is quite normal for the casino to request such documents for the reasons of fraud prevention. I will therefore close the complaint as per your previous response. I am sorry we could not be of more help on this occasion.

Kind regards,

Adam