All Star Games Casino UK - Player’s struggling to complete KYC verification.

Dear Sir or Madam,

I have contacted the customer services team at Jumpman Gaming with my complaint, but have not yet received any form of response.

Therefore I am following up my original letter in the hope that we can achieve a resolution. As I am sure you understand, the situation as it stands is very frustrating and I would be really grateful if we could move forwards towards a solution.

What happened: I'm have been denied my withdrawal requests by All Star Games part of the Group Jumpman Gaming. First one in September and 2nd in November.

I was ask to provide ID document-Prove of Adress and photo of my debit card after my withdrawal requests was done and not when I open account in first place.

I did send all what was requested and have the verification done immediately after upload the documents.

After I received email from verification team to ask for same documents and selfie of myself. On that email other information was request from me where I notice Data Protection was breach when the name of 3rd parties was disclose. The information regarding the 3rd parties harvester and hold by All Star was obtain from a document I send to prove my address.

My concerns raised and I email the verification team to clarify such situation. That wasn't provided by them.

I decide after to raise a complain and email the complain team. I dint have any feedback from them in first place and after a 2nd email to the complain team asking for update regarding my complain I was ask AGAIN to send ID document- bank statement-payslips.

Not mention at all about my complain.

I don't have any problem in provid again same documents but I did refuse because I'm concern about the breach of Data Protection and confidentiality from them and also the lack of customer care and professionalism.

Up to date my withdrawal requests wasn't proceed and my account block.

To resolve this: I just want them to proceed to withdrawn of funds request by me.

Yours sincerely,

Jorge

Account number : JMRF7614 ( my user name on All Star Games)

Dear JMRF197614,

Thank you for submitting your complaint. 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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.

Would you be so kind and clarify the issue with 3rd parties information? Please note, I am not asking for any names or personal details, I'm just trying to better understand what happened and what raised your concerns.

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru, or you can post it here. 

I hope we will be able to help you to receive your winnings as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina

Thank you for your response.

I don't have any problem in comply with the KYC process as I did when requested to do it.

Over 2 months now from initial withdrawal request. Obvious malicious intentions are behind such time needed from All Star Game.

Regarding the Breach of Data Protection that happen when All Start Games use my bank statement to extract and hold information from 1 private company and a private individual - 3rd parties - without my concense or the others authorization.

Information that was disclose in one unsecure email send to me.

The bank statement was ONLY requested to prove my ADDRESS. Same bank statement was used in unlawful manner by All Start Games. Breaching confidentiality and Data Protection.

I believe this it's very serious and should be taken further to respective legal authorities.

I start already this process involving Revolver and eCOGRA.

Looking forward to hear from you

Kind regards

Jorge

Thank you for the clarification, JMRF197614. Casino.guru, unfortunately, doesn’t deal with complaints regarding GDPR, personal data storing and Privacy Policy, therefore we cannot help you with this issue.

Since you have already contacted the licensing authority in this matter, we won't intervene with their investigation. We also believe that they have better options to help than we do.

I believe we should focus on your unprocessed withdrawal. Have you ever made successful withdrawals before? Could you please clarify if your withdrawal request is marked as pending or processed in your account? What payment method to withdraw your winnings have you opted for?

Hi Kristina

Regarding GDPR I completely agree with you.

My account its block also and for that reason I can't see what stage is the withdrawal request. The first one dated in September its showing as pending. But not included I'm my present total of funds.

Really don't understand why? Same reason I don't understand why my account its block after a withdrawal request?

Never did withdrawals whit All Start Games excluding the 2 we are speaking about.

I did yes with other Gambling Website and that was successful whiteout any issue.

The payment method ask to withdrawal my winnings was to credit on my debit card the same I use to deposit in my account.

Let me know if you need more information from me.

Thank you

Jorge

Thank you very much JMRF197614 for your cooperation so far. 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 JMRF197614,

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

Thank you Adam.

Hello JMRF197614,

I have not yet received a response from the casino, I will attempt to contact them again.

If there is still no response, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

Dear  JMRF197614,

I tried to contact the casino repeatedly but without success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact eCOGRA (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It may have better options and tools to help players. Please let me know how eCOGRA responds (adam.m@casino.guru). I wish I could be of more help.

Best regards,

Adam