Dukes Casino - Player is unable to complete the KYC process.

Continuous requests for more ID when already verified

This casino allows you to deposit as much money as you like with no KYC or AML checks until you come to withdraw winnings. They then use the regulations to add more and more blockers and basically gather personally identifiable information about you. Do not trust, I'm filing a small claim action against them, ICO complaint around my data and IBAS.

Dear Andrew,

Thank you for submitting your complaint. 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, and I am afraid you will have to go through this process if you want to get your winnings. Also, I would like to emphasize that casinos can require additional verification, even if your account has already been verified. Asking for proof of deposits and source of income isn’t anything unusual.

I would recommend you cooperating with the casino and provide all the neccessary documents as soon as possible. If there is anything else, I could do for you regarding this issue, please do not hesitate to contact me.

Best regards,

Kristina

Hi - I've provided:

Home address

Drivers license with me in the image as a selfie

Passport with me in the image as a selfie

Full set of company statutory accounts for one of my businesses

Letter from HMRC confirming my business address

Companies House records including Memorandum, company ownership and shareholding

Copy of front and back of both bank cards used to make deposits

Statement from both bank accounts, one showing all transactions, the other showing transactions up to 21st November

I can't get a statement for transactions after 21st of November until the 21st December, so I've provided both a screen shot from inside the account, and a .pdf download clearly showing the transactions, and going back beyond 21st November to allow proper reconciliation

Personal pay slip dated November 2020

I've also advised I own 6 businesses and have confirmed my pension contributions in the past year

I literally cannot provide anything else, I've already been asked for, and have provided too much.

I have submitted 6 complaints to their complaints team, none of these have been reviewed.

I've had hours of conversations over their chat and was patronised, I've downloaded all of these conversations and it is clear from my tone how stressed, worried and antagonised I am over this situation, yet they show no genuine concern.

On Friday 3rd of December this will have been going on for two weeks, all the while Dukes Casino have continued to allow deposits with no verification at all for AML or KYC, this is only now required on withdrawals because I won. They allow players to keep depositing and losing money, yet they make it impossible to verify to allow a withdrawl. If they cared about verification they would do this up front, prior to a deposit being made.

On Friday 3rd December, if this is not resolved I will be issuing a Letter Before Action to Dukes Casino - this will not only include the withdrawl amounts but also interest (at 8%) and a charge for my time (at £1500 per day). If they don't respond to this letter within 28days then I will issue a Small Claims Court dispute that will also include the recovery of costs of my claim submission, additional time spent in filing and evidencing the claim and compensation for distress.

The sheer amount of Personally Identifiable Information they have of mine, for a non-UK company is a huge concern, particularly for one that clearly uses 'treating customers fairly' as an excuse to delay and not pay, so I am also in the process of submitting a complaint to the Information Commissioners Office in the UK. This is to ensure my data is destroyed and to protect other players being asked for an inordinate amount of PII in the guise of KYC.

I need to protect other people from this type of scam, you can see from their other online reviews of Dukes Casino that I'm not the only person this is happening to and I'm in contact with these other players as part of my process, it seems that this is their standard operating practice when new players win.

I'll let the court decide if I've submitted enough information or not, and honestly I would be happy for this to go to court as hopefully this would prevent this company from causing the same level of stress, upset and worry to other innocent players.

Fortunately I can afford to have my money tied up with Dukes Casino, others may not be able to, but this will all be documented and filed depending on Dukes Casino next course of action.

And also, just to be clear - when I issue the Letter of Action on Friday, I'm beyond only accepting the withdrawl amounts, I will not settle for anything less than the withdrawl amounts + interest at 8% + charge for my time.

If they don't respond within 28days, then in addition to the above I will only accept reimbursement for the court submission, additional time and compensation.

I've just had 3 emails from Dukes Casino, all saying the same thing - asking for ID, address and proof of payment, all of which have been provided 12 days ago and have previously been verified (as confirmed in emails from their security team).

I strongly advise Dukes Casino review the information they already hold and use the next 2 days wisely, because once I send the Letter of Action I will follow through with this process, for myself, and for all of the other people they are mistreating.

Thank you very much Andrew for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Andrew,

I looked at your case and understand your frustration. I will contact the casino and see if I can help. I would like to invite Dukes Casino to the conversation to participate in the resolution of this complaint.

Hi Peter - yesterday I received 8 standard branded automatic emails from asking for the standard ID, Address, Proof Of Payment, I also received an email from their security team thanking me for my information (but I hadn't sent anything else), and when logging into my account the ID, Address and Proof of Payment were marked as verified.

I have taken screenshots with timestamps to illustrate to the court that they are deliberately causing confusion, systems are inadequate and no one is manually reviewing this case.

Additionally when I was submitting information their system would not allow me to upload anymore files (because literally I'd sent about 20 documents irrefutably proving who I am, where I live, account ownership and source of funds), so they forced me to use email which is very bad practice.

Tomorrow I'm sending my Letter Before Action.

Hi Andrew, thanks for the update.

We would like to ask Dukes Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello, we received the following reply from the casino:

"We are sincerely sorry to hear that Mr. Andrew seems dissatisfied with the services provided.

We are working hard towards finding a reasonable solution between our commitment to providing our customers with a fair, open and credible experience whilst working closely with our regulator bodies to protect our customers.

We are a fully regulated casino and have to comply with requirements and AML policies with these necessary verification procedures, reason for which Mr. Andrew was requested additional documentation to complete the account verification.

The documents were provided and the withdrawal paid on the 3rd of December 2020."

Dear Andrew, have you received your funds yet?

Dear Andrew,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Even though we assume that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.