Alphawin Casino - Player’s struggling to complete the account verification.

Website www.ALPHAWIN. BgThese crooks cheated me with BGN 1,500 and did not even return my deposit. The account has been verified, but before withdrawing they asked for more documents. = International passport. How can they require a document that I am not obliged to have. There are many similar complaints on Facebook groups. The verification rules for EU countries are as follows = ID card and bank statement for card deposit. This criminal casino copies the fraudulent practices of 1hbet. And the NRA control body is practically not functioning at the moment

Dear Veselka,

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 that providing another picture ID seems to be the obstacle standing between you and your winnings? Have you been offered to provide a Driving license or Birth certificate instead?

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

The casino invents more and more document checks in order not to pay. The standard procedure for EU countries for document verification is 1 ID card or international passport or driver's license of choice. 2 address document. These documents must be approved before to request withdrawal. I sent these documents and the profile is verified. now before withdrawal they still want documents which is a violation. passport and book are not required for possession by law. how can you ask for a document that I am not obliged to possess. these criminals they only aim to deceive people.

Do I understand correctly that you have sent your personal ID to verify your account? If you don't possess a passport or Driving license, have you suggested having your Birth certificate sent to complete the verification?

I have not offered anything and I will not offer. Such a document can only be requested by state authorities. I have sent and approved these documents that may require them. I will also send a complaint to the Consumer Protection Commission to find out about the fraudulent practices of these criminals

I would strongly suggest communicating this issue with the casino directly first. Could you please advise how you wish to proceed with this case?

Continue with the next stage of the complaint. Accordingly, I will file a complaint to the NRA and the Consumer Protection Commission to deal with these crooks. The support is inadequate. All reviews are negative on Facebook groups

https://bgprognozi.info/bookmaker/reviews/alphawin/

As you wish. However, I would suggest cooperating with the casino first. Nevertheless, it is your decision.

Do you wish to close this complaint?

Of course not. Connect with this garbage

Please forward any relevant communication between you and the casino to petronela.k@casino.guru. I'd like to see which exact documents have been requested from you.

Afterwards, we will contact them. Thank you very much in advance.

Thank you very much, Veselka, for the forwarded communication. As I mentioned earlier, if you do not have a second picture ID, have you communicated the possibility to verify your account with a Birth Certificate or through a Skype call?

They don't answer me, they just forward this message. In principle, they have no right to ask for what you wrote. I will contact the Consumer Protection Commission and the Gambling Control Authority - NRA. Unofficially, they told me 4 are sufficient, but I must lodge a complaint in writing

Do as you wish but my suggestion would be to cooperate with the casino and pass the verification via Skype call or provide your Birth certificate.

I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Veselka,

I looked at your complaint and will do my best to help you. I would like to invite Alphawin Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

We would like to ask the Alphawin 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, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.