Casitsu Casino - Player's Casino Account Closed After KYC Verification Issues.

I've used casitu for a while and deposited plenty but never tried to withdraw until recently i had a substantial win from a $40 deposit. I struggled to get verified as i recently moved house and didn't have the correct verification documents in my possession. I sent some documents with my old address thinking that was the address i signed up with however this was refused which i understand however once I updated my bank address to the correct address with my bank they started questioning the legitimacy of it. I was talking in chat with them about this and told them that I was just waiting for my second proof of address to be mailed through so I could send it to them however I didn't even have the opportunity to send it as my account was disabled the next day with no notification. I have received 1 email back saying " we regret to inform you that it has been disabled due to a failed Know Your Customer (KYC) procedure" . I can prove that i lived at either address and i'm obviously not committing fraud but i havent even had the oppurtunity to prove this. This puts the legitimacy of the casino into question in my opinion.

Hello possam1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casitsu Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the same documents and the communication between you and the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

I am unable to provide chat logs as I didn't receive any emails with them and I don't have access to my account. I believe the verification process began around 25/11/23 but not 100%. I didn't get any of my documents approved for different reasons (drivers license - has my old address on it but shouldn't matter because its optional to display address on license, bank proof of account - had old address once address was changed they didn't provide a reason other than that I'd sent one with my old address the previous day, payment method- they wanted my card not my bank statement of the payment)

Thank you possam1 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi possam1,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Casitsu Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Would you please specify if you have received all the documents from the player? Based on the fact, that the player had changed his address, have you taken into account new documents/asked to explain different addresses?

If you have any supporting evidence regarding the case, please send it to my email address (natalia.b@casino.guru).

Looking forward to hearing from you!

Best regards,

Natalia

Thankyou

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.

To clarify, this player was not able to provide a proof of address. And, as far as I am able to see in the upload history, he has also not yet provided proof of payment method. Proof of address, proof of payment method ownership, proof of identity are all absolute requirements. The account has been disabled for now. Our support team has sent an email to the player with instructions on the required documents. The customer can also send in any missing documents to our support email address. The live chat is not the only tool for this.

Thank you for the explanation, Casitsu Casino.

Dear possam1, according to the casino representative, you were sent an email with more detailed instructions about what's missing, have you received it? Please, let us know when you will send all the required documents to the casino's support email so that they can proceed with the verification of your account.

Hi there

Yes I have received the email however I will have to send the documents in the new year as I am overseas until then.

Cheers

Dear possam1, could you please specify the approximate date? We'll keep your complaint open until you're able to send all the requested documents to the casino so that they can move forward with the verification of your account, but I need to know how much time is needed.

Hi there

I have just sent an email with the required documents through to casitu. I will notify you of any further updates.

Cheers

Thank you, possam1.

Please, keep us updated and let us know as soon as there's feedback from the casino regarding your documents.

Hi there

Still waiting for a response to me sending verification...

Hi. I can confirm that we have received your new documents. Your proof of address is still not a match. Please contact Support again. You have to provide proof of address that match the details you provided in your account.

Is it the postcode that isn't a match. I believe it has my old postcode as it would have auto filled with it. I can prove that was my old postcode also. I tried to change my postcode in my account details but that required verification?

Dear possam1, have you already contacted casino support explaining that the postcode may have been filled incorrectly because of the autofill feature? Have there been any updates?

Hey there I explained that initially in the in casino chat when I initially was denied verification. I haven't had any response in emails about anything since the 14/12/23

Dear Casitsu Casino, can you please confirm that the problem lies in the postcode mismatch? According to the player, during the registration, the postcode was autofilled and the player explained this issue in the chat, was this information taken into account/transferred to the relevant team by the live chat agent? How shall we proceed if the delay in verification is only caused by the typo in the postcode and all other data is correct?

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.

1. The proof of address document is from March 2023. We require utility bills that are not older than 6 months.
2. It is not a postcode issue.
3. The player has sent documents, aside from the outdated one, that has a -completely- different address.
4. Proof of address tenancy agreement does not carry the player's name at all.

There are too many mismatches. We cannot accept an almost 1 year old bank statement as a proof of address under these circumstances. It surely can't be that difficult to send us a valid, not out of date utility bill. There arem many types of utility bills that can suffice.

Thank you for mentioning these details, Casitsu Casino.

Dear possam1, are you able to provide the casino with the up-to-date documents (utility bills)? Could you please also explain different addresses? You previously mentioned that you used to have another address, can you share more?

Would you mind resending all the documentation you used for the verification for evaluation by our team as well? Please, feel free to send it to my email address at natalia.b@casino.guru. Thank you.

Dear possam1,

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.

Hi there sorry about the delay (I will forward the email I sent to casitu with the verification documents). I'm not sure what casitu wants me to do at this point, I have clearly explained the mis matched address and have had no instruction on how to rectify this other than what has been said above.

To address the previous issues

1. I do not pay the household utility bills so its not that straight forward to get a utility bill with my name on it however I have contacted my landlord to try and sort this.
2. What is wrong then?`
3. How do I change my account address as discussed initially?
4. Tenancy agreement clearly has my name on it?

As for the "1 year old bank statement" it is from 8/12/23?

This is getting very frustrating. If I have a utility bill that is recent enough can I change my account address to the correct address and verify my account? Can Casitu please make it very clear what needs to be done.

Cheers

Thank you, possam1, I have received your email and the attached documents. I will need some time for evaluation and will write back to you as soon as possible.

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 possam,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia