Chipstars Casino - Player's withdrawal has been delayed, facing verification issues.

Hi

I deposited 45€ there and I made 462€ which I wanted to withdraw.

They asked a lot of documents from me but I provided them everything. They ignore me now and don't pay out my winnings.

- Copy of ID

- Selfie with holding ID AND User ID written on a piece of paper next to your face

- Proof of address, a utility bill.

- Savings account bank statement

After all this they requested a unbelivable thing "A notarized copy of your ID or Passport" None of any casinos/bookmakers not even bank will request such a document but they will.

I forced myself and went to notary and acquired a requested docuemnt and provided them photo. After all this harassing verification procedure they just now fill any reply with empty promieses that withdrawal will be processed soon or I will get an update within 24hours.

Please take note that I try withdraw my money since July...

Dear aaxgamve, 

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 any of your identity documents have been approved by the casino? Which document did you send most recently and when exactly was it?

When was the last time you communicated with the casino regarding your verification?

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

Dear aaxgamve,

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.

Hello

I upload screenshots of KYC procedure communication, you can see that I provided them all requested documents. After I sent them notarialized document of my person and my documents they just ignore this fact and ask again to send them same document (when I was at the notary, I was told that this document is enough to confirm my identity, as well as the ID document that I had to show to the notary to obtain this declaration) , they just simply don't want to finish KYC process despite that all documents were provided.

Chipstars does not want to accept the last required document from me, which is a notarial document of my signature. This just shows that they are frauds.

To obtain any certificate from a notary, you must present your ID card, I sent them a notarial document confirming that I had visited the notary, I showed a valid and real ID document, the number of which is entered in the document and I made signature in the presence of the notary.

If you google any notary office in Poland you will see that to obtain that type of document you must have valid ID or passport which is verified, and if you ask any notary if this document is enough to confirm validity of ID document they will confirm that however Chipstars is a fraud and they do not want to accept it.

The casino has requested that you provide a notarized copy of your ID, which is different from just notarizing your signature. I understand this can be frustrating, but you'll need to ask a notary to issue a notarized copy of your identification document.

Dear aaxgamve,

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.