Stoiximan Casino - Pelaajan tili on jäädytetty ja odottaa tietojen poistamista.

Hello,

I won 460€ from a live bet. But then suddenly they refused to finish the withdrawal, because they need some extra documents to verify my identity. Of course they limited my betting activity so I couldnt bet more then 1€ after the winning bet. Thefore I suspended my acccont because I didnt want to be their customer anymore. I refuse to provide them additional documents. Then I wrote an email to them, that I want them to delete my personal details from their database. Their response was that they cant do that before sending me my balance (460€) and to do so, they need my extra documents. My question is do I have a right to delete my data from their database, even though I wont send them any documents? and what will happen with my money after the potentional deletement? Thank you

Dear nikolasus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

To receive your withdrawal, you'll need to provide the casino with your personal documents to verify your identity.

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. 

Please let me know how you wish to proceed.

Thank you in advance for your reply.

Best regards,

Petronela

Hello,

Thank you for your response. Like I said I refuse to provide them more documents. I want my data get erased from their database. Im sure I have a right for that regardless if I send them more documents or nor. Every greek player has this right, I sent them a request to get my data erased and they have 30 days to do that.

Hi nikolasus,

Kindly note that online casinos differ from online shops in terms of account creation. As mentioned in my previous response, online casinos require identity verification to block accounts, and your information is retained for future reference to prevent potential issues if you create another account.

If you're unwilling to provide personal documents for identity verification, I regret to inform you that I won't be able to offer further assistance.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear nikolasus,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.