betPARX Casino PA - Player's account closed over card verification issue.

I won 350$. They asked for information they previously asked when I last withdrew from them. I uploade the previous photos with updated bills for proof of address. They said my documents was altered and and ask for a video of my card. I have my cards in my digital wallet (applepay) I didn’t keep track of the physical card. But wen I ask what other information I can give to get my money they refused and closed my account.

Dear keacefennell,

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 the payment method 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

Thank you for taking the time to help with this issue

I did submit all documentation the asked for which included my ID, me holding id, my card, and a bill with my address. If you are able to open a link so I can upload the email that was on going

Update - I did find the physical card… which because I don’t use physically cards it was cut up. I taped it and sent parx the illegally requested video of my now Frankenstein card s they say it was altered. But my bank statementare correct .

Thank you very much, keacefennell, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Dear keacefennell,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned KYC is a very important and essential process that none of the serious and licensed casinos take lightly. As part of this process, the casinos can request you to verify your payment methods and (although this is not very common) request a video of your payment card. I understand that in your case it was a bit difficult. Just to check, is your card in your digital wallet (applepay) different (different card numbers, etc.) from the physical one? Do I understand correctly from the emails you have shared with us, that you have already submitted a complaint to the Pennsylvania Gaming Control Board (PGCB)?

I will contact the casino to shed more light on this matter.

We would like to invite betPARX Casino PA to join the conversation.

Dear betPARX Casino PA,

Can you please provide more information about the player's issue with the verification of their bank card? The player has informed you that they don't really use the physical card, instead, they use the digital card. If I understand correctly the player has provided you with their bank statement so you should be able to confirm the player's bank and card (even digital card) details. You stated that the player has provided you with altered documents, is this in regard to the bank card or other documents as well? If the information can't be shared publicly, please feel free to forward it to me at michal.k@casino.guru

We would like to ask the 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’ which may negatively affect its rating.

Dear keacefennell,

Sadly, we have not heard back from betPARX Casino at all.

Do I understand correctly from the emails you have shared with us that you have already submitted a complaint to the Pennsylvania Gaming Control Board (PGCB)?

If so, did you receive any response from them?

Dear keacefennell,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.