Roobet Casino - Pelaajan kotiuttaminen viivästyy KYC-ongelmien vuoksi.

Casino keeps on asking me more and more KYC, my funds have been locked for more than a week now. I have supplied every document / picture requested by them and they are literally asking for the same things I’ve already submitted.

Dear Sumitpeople,

Thank you very much for submitting your complaint. 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. 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.

• Have you provided all the required documents as soon as possible and in the correct format?
• Are you able to check the verification status in your player's account? Could you please share a screenshot of the verification status of your account here?

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

Best regards,

Tomas

Yes I will forward a screenshot, they declined my utility bill as proof of address for no reason, but they also said it isn’t necessary at this point in time. I have submitted my passport which was reviewed and approved but as I said they declined my Telus utility bill and my bank statement which I was using as my proof of address.

Thanks for your reply.

Did the casino indicate they consider you to come from a restricted country?

Have you received any additional justification from the casino regarding the status of your verification?

No they have never haven’t mentioned anything regarding being from a restructured jurisdiction. And no, they are asking for more KYC, literally more of the things I’ve already submitted.

Thank you very much, Sumitpeople, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Sumitpeople,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Roobet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Roobet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Casino Guru,

We hereby acknowledge the receipt of the customer complaint and we would like to provide some clarifications on the same.

The user Sumitpeoplelol opened his account on our website on the February 20th and made 4 deposits using an account, that according to our payment provider does not belong to him.

According to the payment provider, the name, e-mail and date of birth that the player provide us upon registration does not match the information that the payment provider received from the bank regarding the bank account holder identification information.

The above lead us to request the customer to provide an Identification document that lead to increase our suspicious, since it shows signs of being edited. Attending to this, and to make sure, the player is the owner of the payment method used to deposit on our website, and is who he says he is, we are requesting the player to send the following information:

• Selfie with the Identification Document Provided;
• Proof of Address;
• Bank Statement showing the ownership of the bank account used to deposit.

All the above information is being requested under the applicable AML regulation and the clause 8.2 of our Terms of Service where the customer warrants that he will not use payment methods that do not belong to him to deposit on the website.

For last, we would kindly request you to send us your e-mail so that we can send you the Identification Document provided by the customer and the payment provider information.

Best,

Roobet

I have submitted all of those documents already multiple times…

Greeting all.

Thank you, Roobet Casino, for the information provided.

Dear Sumitpeople,

Could you do as requested, please, and inform us about any updates?

Thank you in advance.

Respectfully,

Romi

Dear Sumitpeople,

Have you got any updates from the casino after you provided all the documents?

Thank you.

Respectfully,

Romi

No I haven’t.

Dear Roobet Casino,

Could you provide any update on this case, please?

Thank you.

Kind regards,

Romi

Dear Casino Guru,

Unfortunately, the information provided by the player is not enough for multiple reasons that we are willing to send you over an e-mail due to GDPR matters. Can we send the e-mail to romana.r@casino.guru?

Best,

Roobet

Dear Roobet Casino,

Thank you for that.

I will wait for the email to arrive at the aforementioned email address.

Thank you in advance.

Respectfully,

Romi

Dear Casino Guru,

We have just send you an e-mail with all the information.

Best,

Roobet

Greetings, all.

Thank you, Roobet Casino, for providing all the information and the evidence about this case.

Dear Sumitpeople,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clause 8.14 and provided, as we believe, forged documents to the casino, we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Romi