Casino Infinity - Player's winnings are withheld due to verification issues.

Knowing that many casinos licensed in Curacao do not verify accounts upfront, I persistently requested verification as soon as I created my account. However, in our conversation, they assured me that it was unnecessary. They paid out my winnings 2-3 times, quite swiftly even. However, 10 days ago, my plight began when I won a sum of 48000 in roulette, utilizing a x700 multiplier. An immediate verification was demanded. At first, they couldn’t locate the documents I had uploaded and asserted they hadn't received them. When I sent them a screenshot of the screen that stated the documents were successfully uploaded and that I would be notified shortly, they found all the documents.

The next day, my VIP manager informed me that my proof of address was accepted but my identity card was needed again. I reciprocated and uploaded it, again. The next day, my manager stated that even though the proof of address was accepted, they now required additional proof. It was agreed upon that I would send my official rental agreement document from the taxis net site with the emblem of the Greek democracy. I downloaded it from the official site and sent it. After reviewing it, they claimed the document had been issued more than six months ago, rendering it unacceptable.

Initially, I perceived this as them fooling around with me, but they were serious. It appeared I should've moved into a new house only in the previous quarter. I explained to them that the document carries the seal of the Greek democracy and is a very official document, but to no avail. They wanted a document from the municipality attesting my current place of residence. I’m unsure what to do next because it's certain they would find excuses no matter what document I send over. This casino disregards any agreed upon terms.

I am truly appalled by the current situation. I was ecstatic to win 48000, but it appears I might receive nothing.

The extent of online grifters...

I genuinely don’t want to give up because of the large sum. There are no authorities in Curacao to file a complaint with or anyone who deals with customer issues in particular.

Due to the problems that arose, I asked the owner of the house I’m renting from to update the contract. We did, and submitted it again.

Today, I downloaded the new document from the taxis net site and forwarded it. They stated that it had been modified. I downloaded it a second time and sent it over again but received no reply.

I would appreciate any advice on how to deal with this fraud. It's unfair for the casino to withhold my winnings, amounting to 48000, on such flimsy grounds.

Dear giorgosgiorgos663,

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. 

Could you please advise if the casino approved all your identity documents except for the proof of address?

Could you kindly forward me the last document you sent to the casino? My email address is veronika.l@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Yes, only the address remains. I have emailed you the documents.

Thank you very much, stephenw1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

The problem was solved the next day. It has been verified and everything is fine.

Dear giorgosgiorgos663,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Peter