Alphawin Casino - Player struggles with verifying a new virtual card.

I'm having an issue with verifying a new card that I've added to my account. The card is virtual and is accessible only through a mobile banking app.

Initially, the verification was successful based on uploaded screenshots of the card. Later, it was cancelled and additional information was requested: they needed a photo of the card showing the number with the middle 8 digits covered. Only the first and last 4 digits along with the names should be visible, as well as the CVV code. The same side of the card has to display my all three names. I sent two images - the first shows the last digits of the card number and my name, the second shows the 8 digits of the card and the CVV code. I explained that this is the only way I could gather all the card information because, with virtual cards, the distribution of information differs from that of a physical card. On the side where all the digits of the number are visible, the name is not written. While on the side where the name is visible, only the last 4 digits of the card number appear.

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These are the options that are possible in the banking app that I use. I attached a bank payment document where both the number and my name, as well as the transaction to the website, are visible. However, it was not accepted. As a result, the administration declined to verify my account and, consequently, my funds withdrawal request was rejected.

In practice, I've provided all necessary information with screenshots from the app that I use and a payment order for the transaction from the bank. There's nothing else I can do.

How can I seek my rights? Can this issue even be resolved at all?

Dear teovlaseva,

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 provided all the other personal documents to verify your identity?

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

Dear teovlaseva,

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.

The case was resolved. After the series of rejections for card verification and termination of correspondence with their support from my end, the casino surprisingly approved the card and the withdrawal.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, teovlaseva, for your 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