Daddy Casino - Player struggles with Interac withdrawal process.

 This casino either has no understanding of how Interac e-transfers work, or they are purposely making the verification process impossible.

I spent an hour with chat ( I have the transcript) trying to explain that when a withdrawal is made via Interac etransfer it simply goes to the account the prior deposit was made. I submitted screenshots of my online banking, the actual deposit shown on my account, and the reciept with the exact time, day, and tracking number of my last deposit. The agent insisted that I need a 20 digit ID banking number that needed to be submitted, even though there is obviously no place to put one when making a withdrawal and any Canadian who uses Interac knows that's not a thing and doesn't exist. To make matters worse the KYC department followed up now asking for a picture of my bank card, front and back with expiry ect as if it was a credit card. I didn't use my credit card, I used online banking via Interac etransfer. They either have no idea what they are doing, or this is a scam.

I'll be happy to send the rest of my photo ID and documents when it's clear these folks know what an etransfer via Interac actually is and how it works. This was unsettling and upsetting. I'm sending the chat session as an attachment and am copying and the latest KYC email I've received. I am actually afraid to send anymore documents to this casino because I'm concerned they don't know what they are doing or worse.

I am unable to upload any attachments for some reason. Please advise how I can send you the relevant information. Thank you for your time.

Tammy

Dear tamalamaland123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Daddy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of the withdrawal UI when you attempt to request a withdrawal of your winnings?
• Kindly also send me your recent relevant correspondence with the casino regarding the issue.
• If you are unable to upload screenshots here in the complaint thread, send the information to my email at tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas, thank you for your reply. I will send you the chat session and the letter from the KYC department to your email. I will also be adding screenshots showing that my ID has been verified, my selfie holding my ID as well as my proof of address as showing accepted by the casino. I will also submit the screenshots I sent of my banking information including my online banking info, the most recent deposit made showing on my online banking, and the reciept of the transaction showing the exact time, date, and tracking number when I made the deposit.

On top of that, since they cancelled my withdrawal, I took screenshots of attempting again to make the withdrawal via Interac etransfer, the method I used for deposit, and the only available method other than bitcoin. You will see it should be very straightforward and requests nothing other than the amount and my province as expected. There is no good reason to be asking for anything beyond this that I can wrap my brain around.

Tammy

Hello there,  

We are sincerely sorry to hear that you had difficulties with the account verification process. We have discovered that your KYC department has received screenshots of your funds transfer for verification purposes. You can now create a withdrawal request and the screenshots provided will be verified along with your request. We are trying to make this process as easy as possible for you and thank you for your understanding.

Best regards,

DaddyCasino team.

Hello and thank you for your reply.

Given that I provided these sensitive documents regarding my banking information directly to support via email, again to the KYC department via email upon the request of support, and yet again via chat during our hour long chat, I am relieved you were able to find them.

I have made a withdrawal as you suggested and I await notification that it has been processed successfully and that nothing further is required from me for verification. This has been a highly frustrating experience so forgive me for not assuming all is well until it actually is.

Sincerely,

Tammy

My withdrawal has been successfully processed thank you kindly.

Also thank you Casino Guru for assisting me with my concerns. I'm still perplexed as to the path I was taken on during the chat as shown in the transcript I sent you, but I'm hopeful this type of situation doesn't happen to anyone else in the future.

Tammy

Dear tamalamaland123,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and Daddy Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru