The player from Ukraine struggled with the casino's excessive documentation requirements for verification after making a deposit of 300 USD and winning proceeds. He was unable to provide the requested documents, which he believed were unnecessary for KYC, and sought assistance in obtaining his withdrawal. The Complaints Team was unable to proceed with the investigation due to a lack of response from him, leading to the closure of the complaint.
Starda Casino - Player’s withdrawal is delayed due to verification issues.
Closed
Our verdict
Player stopped responding
Amount: $300
Starda Casino
Safety Index:HighCase summary
Discussion
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6 months ago
i deposit 300 usd do bet my bet after winning refunded i full verification my account and they want 100documents which dont need for kyc birth certificate and other im now not in ukraine and i cant take this i say for him change documents which i need for verification i send other they say we need this but its dont need for kyc player can you help me refund my withdraw
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6 months ago
Dear asdasdasdasd,
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 which documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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6 months ago
Thank you very much for your reply, asdasdasdasd. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
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5 months ago
Dear asdasdasdasd,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
