Home Complaints Craze Play Casino - Player’s struggling to complete the account verification.

Amount: €3,832

Craze Play Casino - Player’s struggling to complete the account verification.

Craze Play Casino
7.8/10 Good reputation
Submitted: 26 Jan 2021 | Resolved : 17 Feb 2021
Our verdict

Case closed

RESOLVED

Case summary

12 days ago - 17 Feb 2021

The player from Germany is experiencing difficulties verifying casino account.

Public

Hello,


I am currently having a verification issue, I already sent all relevant documents to them.

I had to fill a Source of Wealth Declaration document provided by the casino, there was an option with "other please indicate __" and I have stated that I got my money through "financial support provided by parents" , to be accurate just from my Mother,the money was giving me in cash as pocket money. (Gift), since she got the money as pocket money too from her Husband.(Stepfather)


My mother is responsible for me and gifted me the money, which I can freely use, now Crazeplay asking for more documents for the source of wealth. Is it not possible to send them sensitive documents of a third party.Since we are not close or anything.


They are refusing to verify me and

Public

Dear drmanhatten,

Thank you very much for submitting your complaint and forwarding relevant communication. 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. None of the serious and licensed casinos takes KYC lightly.

Do I understand correctly that proving a "Source of Wealth" seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification? Could you please forward your cashier history to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Public

Hello, thank you for the answer


Yes correct the "Source of Wealth" is the obstacle, I already sent all relevant documents from me but they are asking for more from third parties.



I just send you the payout history, in the history you can see the winnings, they are still not processed. And holded back.


Public

Thank you very much, drmanhatten, for your reply. Could you please forward your deposit history too?

Public

Yes sure, just forward it to you.

Public

Thank you very much, drmanhatten, for providing all the necessary information via email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Public

Hello drmanhatten.


I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Public

Dear drmanhatten,


First of all I would like to congratulate you for your win. However, I do feel sorry that you feel this way.


However, I would like to point out that due to MGA and the responsible gambling regulation we require that you and the casino are in conformity with such regulations and therefore we require you to submit documents so we can verify your source of income and that you are in control of your deposits.


I know that this might be of an inconvenience to you but unfortunately there is no way around it, and even so, we are a responsible and professional casino so we strictly abide to all regulations in place to safeguard your interests and those of our casino.


Paying winnings to players is what we do everyday and we are truly delighted to have you as one of our players and we are really looking forward for your documents and verification so we can start processing your withdrawals straight away!


Regards,

Richard

Public

Hello,


Thank you for the fast reply.


I already sent all relevant documents from my site and my mother's documents, which should be enough for the verification since it's my own money after all. I don't see why further third parties should be involved in this, since the third party(Stepfather) is not responsible nor provided me the money or anything.

Public

Hello,


Please understand that the source of wealth information from our players is important and proof of it is even more important both for us as an operator and the MGA regulatory body who checks us for proper customer handling in relation to the said Source Of Wealth.


We do abide to strict regulations about anti money laundering in the gambling industry and you as a player need to understand that, us, being a reputable and professional casino who is regulated by a high value regulatory body like MGA, need to ask for such documents and proof, to make sure that everything is in order. This procedure is done with all the players and not the few selected ones.


Having said that, please, provide all the required documents by our payments department so we can move forward in processing your withdrawals.


If you have already submitted all the required documents and everything is as requested, then please bear with us until we can verify everything, otherwise you will be contacted by our team via your registered email address.


Please also understand that we can't bypass verifications just because you have issued a complaint with Casino Guru or any other website. This process is the same for everyone and there is no way around it.


Whilst hoping that you understand the importance of such verifications, I do invite you to keep cooperating with us so we can proceed further.


Regards,

Richard


Public

Hello Richard,


I strongly respect the Crazeplay regulation and looking forward to solving this problem.

Can you ensure me that, identification card and a monthly pension check is enough for the successful verification?




Public

the support asking me for either from my mother side or stepfather side documents, I’ve already sent them my mothers documents a week ago, ID and Bank statements.

thank you




Public

Hello Richard,

I’ve just sent the relevant documents , looking forward for a fast verification and payout.

Public

Hello,


I just got a reply from the finance department regarding the verification progress.


I have sent all relevant documents and now they closed my account?


This is what they said :
Unfortunately, we have strict license requirements and there are concerns about our source of wealth checks on you that show you are being funded by your girlfriend, mother, and stepfather.

For your own peace of mind, we will have to close your account with us until a time you are able to provide valid documentation in your name only, that supports your ability to play in the casinos.

I really don't understand why they bullying me over this, asking me about all the documents. And now that I sent them the right document my account is closed. I am not getting funded by my girlfriend, mother, and stepfather. Like I said I've got some pocket money gifted from my mother. This is ridiculous.. this can't be right. Since they said, the Documents I should send them will be successful for the verification.



looking foward for a reply from Casino Guru & Richard.



Public

Dear CrazePlay Casino team.


Thank you for your cooperation. Since the situation is irregular, please could you explain why the documents, the player has provided, are not sufficient?

Public

Hello Jozef,


Unfortunately the player's origin of funds cannot be verified. The player is providing different versions and un related documents about his source of funds.


Here is a detailed round up of the player's situation for his verification as given by our MLRO and KYC department:


The player is not playing with his funds, in the first instance the player deposited with his girlfriend's bank account, then he explained that he has no income because he is only a student and that his mother gave him cash.
When the player was asked for an explanation of the origin of the funds, the player told us that his stepfather gave money to his mother, in that case, he was asked for proof of his stepfather's income and he sent documents from his mother, Then he was asked again for his stepfather's documents and when he sent them we were able to verify that the evidence of his stepfather's income did not cover the amount that the player had deposited.
Then the player explained that the funds not only came from what his mother gave him but also came from savings, gifts, and some things that he had sold online but could not prove it.


As you can see, there is inconsistency in the player's statements and where the money originated.

At this stage, there is nothing more I can do for the player nor a complaint on any public website.


Regards,

Richard

Public

Hello,


I have explained everything on previous emails,


I tried desposit for the first time and it didn’t work after that i tried a different payment method, which not also work neither, so i had the consent of my girlfriend to tried to deposit which was successful, which means there was a problem with the payment method provider. After that i used trustly with my own bank account since.


Yes , i got pocket money from my mother which doesn’t mean she fully funding me. It’s pocket money,

I have my bank account for savings and some earning through online selling over years.


In the email from the finance team is was asked to send source of funds either from my mother or stepfather, which I did.


The amount of cover doesn’t cover the desposit on crazeplay, because he doesn’t funded me neither my mother, i already explained that it is pocket money. Which was my last time that I’ve receive money.


And yes of course my money come from gifts ,online selling and savings over years/months. Which i also sent a screenshot of the selling income.


Everything that i said can be backed up , i can send you all the email exchange with the finance department.



Public

Hello,


A "screenshot of the selling income" is not sufficient since everyone can take screenshots of any system and send it as a verification document but the fact is that it's not an official document.


I am sorry, but there is nothing much I can do for you here unless you are able to produce proper proof of income . Anti money laundering is a serious procedure that we have to adhere to as regulated by FIAU and MGA.

We just follow their directives.


Regards,

Richard

Public

hello Richard,



The „screenshot" is a transaction document from paypal it’s pdf document of my transaction statement. Which I’ve send it already on 2. February.



Public

Hello Josef,


everything worked out and I got my payout.

Thanks to both parties to figure it out.


Thread can be closed.




Public

Dear drmanhatten,


I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Please, do not hesitate to contact us in the future.


Best regards, Jozef

Casino.Guru