EGB Casino - Player’s enquiring more information about the account verification.

Played on EGB.com

Received withdrawals. Once the payment was rejected. I contacted support via email. I was asked to provide a bank statement, a photo of my passport, a photo of my face. I provided everything. Then they asked to send a photo of the card with which the deposits were made. I've posted. Then they asked to contact them on Skype to answer a series of questions.

There is no such term in the casino rules. I provided all the documents twice and have already been verified.

Searching the Internet, I found similar cases. The casino is starting a quiz with player. If casino don't like the answers, they steal the player's money. So I decided not to take this illegal quiz yet.

Curacao does not respond.

Dear sturmanw43,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly and the issue is incomplete account verification due to an upcoming Skype call, is that accurate?

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 takes KYC lightly and it might take a few working days to complete this thorough process. It is nothing unusual to undergo a Skype call to verify your account and I would strongly recommend attending it.

Please keep me updated and let me know how the call went. Thank you very much in advance.

Best regards,

Petronela

There is no such law, according to which I could lose money without passing the invented quiz. I'm not going to agree to illegal demands.

You can probably close the complaint with the status unresolved.

Too bad you're not on the player's side.

Skype call is not required by law but by terms and conditions that you agreed to upon registering with casino. Please understand that it is nothing unusual to have a Skype call verification requested, especially, if the winnings are greater. Please reconsider and let me know what your decision is. It's just one call standing between you and your winnings, I believe it's worth the effort and amount. If you decide not to pass the Skype verification, I will be forced to mark this complaint as "rejected".

there is no skype in the rules either. and in general, even logically, this cannot be a reason to steal my money.

There is no objective assessment of whether you passed verification or not. They assign skype to steal money from players.

I will not be taking any fraudulent bookmaker surveys now so as not to give them a reason to accuse me of breaking the rules

I strongly recommend undergoing Skype verification if you wish to obtain your winnings. I'm sure you have nothing to be afraid of. Meanwhile, please check the general rules (here) and you'll see that any additional information or documentation in order to conduct the Security review might be requested at any time.

"14. SECURITY REVIEWS

We may conduct a security review at any time to validate your identity, age and other registration or payment information provided by you, to verify your use of the Services (e.g. for Prohibited Practices), your compliance with these Agreements and your financial transactions carried out via the Services for potential breach of these Agreements and of applicable law (a 'Security Review').

You authorize us to make any inquiries about you and to use and disclose to any third party any information about you to validate it.

You agree to provide any additional information or documentation as we may request from you in order to conduct the Security Review.

This procedure is a statutory requirement and is done in accordance with the applicable gaming regulation and the anti-money laundering legal requirements, in particular, in accordance with the National Ordinance on the Reporting of Unusual Transactions and our internal AML/CTF policies."

Please let me know how you'd like to proceed.

Dear sturmanw43,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.