BetMaximus Casino - Player’s KYC verification problem.

hey! i found this casino and start playing there, did a 200SEK deposit and won up to 3700kr, i have sended in all my KYC documents, but they saying driver license, dont work, i have always used my driver license when verfied on other casino sites, and its always no problems. i dont have a passport or ID card. so please help me so i can withdraw my money. i used the 200SEK deposit and i got 185 freespins on legacy of dead with zero wagering, only x1 on my deposit and i did that. now they dont accept my KYC.

Best Regards Tom

Dear Johanzson,

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 verifying your picture ID 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

I have submitted my documents that were needed and it is clearly stated on their site that they accept driver's licenses as ID documents. But they still deny it. Yes, it is the KYC verification that is the obstacle from withdrawing my money.

Hi Johanzson,

According to the forwarded screenshot, it appears that your payment method wasn't verified either. Could you please elaborate?

Also, could you forward a picture of your Driver's License to petronela.k@casino.guru?

Thank you.

Hello! That's right too, sent in the front and back of my credit card and it hasn't been verified either.

Hello! How is it going? would really need this money 🙂

How is it going? I feel scammed of my money 😭

I'm sorry for the late reply. Thank you very much, Johanzson, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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 in the near future.  

Okay thank you very much 🙂

Hello, Johanzson,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite BetMaximus Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear BetMaximus Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to complete the KYC and withdraw his winnings?

If the casino cannot accept any of the provided documents, can you give him details instructions for what exactly is needed and what conditions it should meet?

Thank you in advance for providing the information.

Thank you for helping me!

Hello Branislav and Johanzson,

I have reviewed the player's account and, to complete the verification, we need the following:

• Photo of a valid ID (national ID card - both sides or passport).

For players residing in the EU, we only accept national ID cards (issued by all member states) or passport for the proof of ID.

With appreciation,

Nadia I.

it is clearly stated on the website that the driver's license also works, I have always used a driver's license on all other sites and have never had any problems, but here it is only a problem.

Dear Johanzson,

Can you please send me a link to such information on the casino website where it clearly states that the casino accepts a driver's license as proof of identity? I am sorry, but I was not able to find it.

Anyway, it is common and industry standard that online casinos request another ID for verification and that players own at least an EU ID card, while it is not so common to own only a driver's license.

In addition, online casinos have it stated in their Terms and Conditions (which you accepted upon registration) - they can ask any player for additional document(s) to complete verification, especially in case of doubts.

If the casino is not able to accept your driver's license as proof of identity, or needs another one, do you have an option to get such an ID issued in your country of residence? If the casino is not willing to back down in its conditions, and I think that the disputed amount is worth it, it would be the easiest way to get such an ID and provide it to the casino to simplify and speed up the process. Otherwise, if the casino insists on its requirement, there will likely be no other way how to pass the KYC.

Dear BetMaximum Casino Team,

If I am not wrong, the user's driver's license is issued by the same institution in Sweden as national IDs are, while an EU driver's license is also valid and accepted within the EU as a classic national ID, and Swedish residents are not obliged to own such an ID or they are not compulsory by law there. If the casino needs only to confirm that the user is a real person and owner of the account/payment method/deposited funds/etc., would the casino be able to accept only a driver's license (in combination with other provided documents) to verify the complainant's identity?

Or, can you please explain what is the reason for not accepting of driver's license as a full-fledged identification document?

Hello! I would of course have used a national ID card, if I had owned one, but have never left my country, so have never had reason to get a passport or national ID card, here in Sweden we use driving licenses as identification as it is common here, and as I mentioned earlier, there has never been a problem getting accounts verified with a Swedish driver's license. But here at betmaximus it's just a hassle and have told them that if I can withdraw the winnings I will make an appointment at the police station to get my first national ID card just for this purpose. I am attaching files where it is clearly stated that driving licenses can be used to get your account verified.

Hello Branislav & Johanzson,

In order for the verification process to be completed we are required to collect a series of personal details on the player. Most of the information required can be found on a National ID card or Passport, but not on a driver's licence.

As per our standard verification process we accept either a National ID card or Passport for the Proof of ID.

As an exception, only for countries where a National ID card is not issued by the government, we accept a driver's licence. This usually applies to countries outside the EU and several additional documents are requested together with the driver's licence showing the rest of the required personal details. This is also the reason why the Identity Verification page also mentions a driver's licence.

Our verification process is based on the guidelines released by the Financial Intelligence Analysis Unit of Malta for the iGaming sector.

Since the player is residing in the EU, and his country of residence issues a National ID card, we will require such a document from him to complete the verification.

The player was informed by our finance team that he is required to send a National ID card, however, he hasn't complied until now.

With appreciation,

Nadia I.

It is fully booked here in the county I live in Sweden (Dalarna) until July 19 to have time to get a national ID card. I can send in a proof of identity of my social security number from the Swedish Tax Agency, name and address and also my driver's license and an E ID that I use here in Sweden for electronic services, so I can withdraw my SEK 3700 and I will make an appointment to get a national ID card. You must be able to meet halfway through this process.

Thank you both for your replies and additional information, and I am sorry for the delay.

Yes, Johanzson, I can see. I am sorry, I tried to check it only in the casino's Terms and Conditions, where it is not stated. However, as for your claims about other casinos which accepted only your driver's license as sufficient proof of identity - it depends on several factors and particular casinos. For example, if you played and verified yourself in online casinos with a Swedish gambling license, it is understandable that the KYC process is different there. BetMaximus owns only the international Curacao license, and basically, it has to comply with international laws and the regulator's strict requirements. As I mentioned earlier, it is common for online casinos to ask players for additional documents, which may include another ID.

Let's ask the casino about other possible options.

Dear Nadia and BetMaximus Casino,

What exact personal details does the casino need to verify in this case?

As a common player, I would only check the casino's Terms and Conditions before registration. Those do not explain the KYC as you did above. In addition, it is really mentioned as one of the acceptable IDs on several places on the casino website. It would not hurt to explain it in more detail if the casino requires it a little differently.

Logically, he has not complied until now since he does not have a National ID. It is nothing new for us.

What documents does the casino require from players residing outside of the EU, please? Would it be possible to do it like that in this case?

Would any of the documents stated in the player's last post be enough to verify the remaining personal details and/or to pass the KYC?

Considering that it could take much longer to get a new National ID, is the casino able to at least make an exception and use other documents to verify what it needs?

Is there any other option for how could the player pass the KYC if he owns only a driver's license as the only ID? What other documents could he use to complete verification and does not have to wait several months for a new National ID for only this purpose? Will the casino be able to compensate him for the costs associated with obtaining a new National ID?

Johanzson, in the meantime, is it possible to provide me with any confirmation about the booked dates until July?

You can post it here, or if needed, this is my email - branislav.b@casino.guru.

hi, I'm away for the weekend, but can look at the Swedish police's website at the beginning of next week if there is any free time for national ID, so I'll forward pictures of it. I just wish this could be handled smoothly.

regarding verification of the other casino sites, I did not mean casino sites that have a Swedish license, because there you do not need a driver's license or national ID, but on these sites that use a Swedish license, you use something called Bank-ID where you verify you and logs in with your social security number and a code.

there you certify at once that you are the person in question,

I have had my account verified on many different casino sites that have curacao and there has never been any hassle. but I wished that this could only be managed neatly and practically. 🙂

Alright, thank you for the clarification. Feel free to get back next week.

Let's wait for the casino's next response and requested details, and we will see.

here are the dates of the next available time, pressed the next available time in my county, the four nearest police stations that can do this. Also called the police and they said that I can always check from day to day, but she said that cancellations occur but not very often, and of course I will keep track of them as far as I can and remember.

/ Empty

Thank you very much, Johanzson. So, let's now wait for the casino's response.

I sincerely believe there is an alternative way how to verify your account instead of dragging it out unnecessarily for several months.

Hello Branislav and Johanzson,

Good afternoon!

I have reviewed the screenshot provided and those dates are shown as such because a date in July has been selected for the appointment.

I checked this now and the first available date in that specific region is March 08. There are also multiple other available spots in the days following that.

Also, on February 02, 2024 the player informed our Finance team that he will go and apply for a National ID card. If this would have been the case then the ID would have been issued by now and the verification process completed.

Considering these, there are no grounds in which I could ask our verification team for any derogation to the standard verification procedure.

The player can either apply for a National ID card or a Passport, whichever is more convenient for him.

Let me also address your questions, Branislav:

What documents does the casino require from players residing outside of the EU, please? Would it be possible to do it like that in this case?

The documents are different for each country based on the documents that are issued by the respective government of that country.

Would any of the documents stated in the player's last post be enough to verify the remaining personal details and/or to pass the KYC?

To be an acceptable form of ID, the document provided needs to be government issued photo ID and include the following information:

(a) name and surname;

(b) date of birth;

(c) place of birth and/or nationality;

(d) personal identity number;

(e) clear date of issue and expiry.

For the player's jurisdiction the only documents that meet these requirements are National ID card or passport.

Considering that it could take much longer to get a new National ID, is the casino able to at least make an exception and use other documents to verify what it needs?

Is there any other option for how could the player pass the KYC if he owns only a driver's license as the only ID? What other documents could he use to complete verification and does not have to wait several months for a new National ID for only this purpose?

The lead time for a national ID card is approximately 2 weeks and there are multiple slots available for appointment in the following days.

Will the casino be able to compensate him for the costs associated with obtaining a new National ID?

We do not offer compensation for any costs incurred for obtaining any of the documents required for verification as these are the responsibility of the player.

With appreciation,

Nadia I.

Hi Nadia, then you have been completely misinformed, it could be very possible that what you see is a time that has become free, but anyway I have now got hold of a drop in time after much back and forth. will leave on March 12 and get a national ID card. but then hope that the verification can be prioritized when I get to collect it from the police in my home municipality.

Hello Johanzson,

Thank you for the update.

Glad to hear that you were able to book a spot and will soon have the required ID.

Once you get your National ID card please forward it to us. The verification process is pretty fast once all the required documents are provided.

As you are surely aware, the regulations regarding the verification process we must conduct for our players are getting stricter and this will reflect on the verification process conducted by all licensed operators.

With appreciation,

Nadia I.

Greetings all,

Thank you, Nadia and BetMaximus, for your extensive response and explanation. Now it is much clearer.

However, if the player was able to provide all the requested documents besides one more ID that he is not obliged to own in his country of residence and the casino could have also simply made a verification video call to verify his identity, with his documents, it is a bit strange the casino needs something like a place of birth or nationality, especially considering the casino's license and the player's country of residence. It is not completely OK to refer to any regulations.

In addition, it is also a bit incomprehensible that the casino takes spending player's time and money for a new national ID only for this purpose for granted. His country's regulations should apply to him.

On the other side, we understand the KYC process and accept that casinos can ask for additional documents to confirm a player's identity. If the complainant even informed you a long time ago that he would apply for it, alright, let's not dig into it deeper.

Dear Johanzson,

Since you already have a scheduled date, I am setting the timer until the end of March 2024, and we will wait for you to provide the casino with your new national ID to complete the KYC.

Feel free to inform us once the new ID is shared with the casino.

Thank you for understanding. Looking forward to hearing from you.

(System Auto-reply)

Dear Johanzson,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru