The player from Greece encountered an issue with his casino account, which was blocked due to a name mismatch between his registration and ID. Despite providing the correct name and reaching out for assistance, he was unable to withdraw his winnings or access his deposited funds. The Complaints Team clarified that the casino's decision to block the account was due to a violation of terms regarding identity verification, as the player had registered with a nickname instead of his legal name. Therefore, the situation was resolved by affirming the casino's right to enforce its policies on identity verification.
Richville Casino - Player's account has been closed due to a name mismatch.
Closed
Our verdict
Unjustified complaint
Amount: €700
Richville Casino
Safety Index:HighCase summary
Discussion
Public
Public
10 months ago
Translation
I registered at the casino and due to inexperience and excessive speed I stated in the name field the full name and I did not write the official name that appears on my ID. After a deposit that was made normally, it was time to withdraw the winnings and it asked me to identify my documents and there an error occurred because there was a mismatch between the name on the ID and the name that I registered at the casino. After contacting the live chat I gave the correct name and they told me that they would transfer it to the appropriate department and that I had to contact the Casino via email to complete the certification. After waiting several days I received an email that the account has been blocked without being able to receive either the winnings or the money I have deposited.
Automatic translation:
Public
Public
10 months ago
Dear billsidiropolos,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're experiencing.
To better understand your situation and assist you further, could you please answer the following questions:
- Did you enter your full legal name correctly in the "Name" field of your casino profile?
- What information did you enter in the "Surname" field?
- Can you confirm whether you provided your actual name, or did you use a random name instead?
I hope we’ll be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
Public
10 months ago
Thank you for your response. Do you have any official documents that confirm your nickname is Bill? When registering at a casino, it’s important to provide only such personal information that can be verified with official documentation.
Public
Public
10 months ago
TranslationNo, there is no official document that confirms it because it is defined in colloquial speech.
Automatic translation:
Public
Public
10 months ago
Dear billsidiropolos,
Thank you for your response and for clarifying the situation.
We understand that the name discrepancy may have occurred due to inexperience, and we appreciate your honesty. However, online casinos are required to strictly verify the identity of their players to comply with anti-money laundering and responsible gambling regulations. This means that all personal details provided during registration must exactly match the information shown on official identification documents.
Unfortunately, registering an account using a nickname instead of your official first name—even if unintentionally—can be considered a violation of the casino’s terms and conditions. Since there is no official documentation to verify the name "Bill" as an accepted form of your legal name, the casino is within its rights to block the account and deny both the deposit and the winnings.
While we understand that this may be disappointing, we must respect the casino’s decision in this case. For future reference, we recommend always using your full legal name as shown on your ID when registering at online platforms.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru Team
