Fruity Chance Casino - Player’s struggling to complete the account verification.

Hi,

I sent all my documents for account to be verified so I can make my withdrawal.

Their terms and conditions and also an email they sent me , told me what documents to send over one of them stated - photo of your open passport or photos of both sides of your ID card, all information must be clear and visible;

Even though they stated I could send either, I still sent both my ID card front and back, I also sent my passport with a selfie and open page passport.

Now my passport expired 6 days ago they are declining verifying my account. I told them I sent a valid ID, bank statement, selfie, front and back of used debit card and everything else they asked for but they said they are not going to pay out.

I don't think this is fair , the terms and conditions clearly states ID OR passport. If I knew they wanted a passport only i wouldn't have bothered depositing 200 euros.

Can you help?

Dear Elzytew,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing another picture ID seems to be the obstacle standing between you and your winnings? Have you been informed why your personal ID is not sufficient for verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi

Yes I understand KYC is important and have never had this issue before.

So, before I deposit I read T&C , which stated I will need to show driving licence OR passport OR ID card. Therefore I sent images of my driving licence back and front as requested and also other documentation such as bank card etc. I also sent my passport however at the time my passport was 6 days out of date hence why I sent driving licencing.

They replied saying

"We can accept your driving license, but your account will not be fully verified. " When I asked why they only say "You can provide your ID card, but it can not verify your account fully. Also, please be noted that the driving license is not acceptable identification document. " I said we don't have ID cards in UK why would you say driving licence if you don't verify with it . They haven't answered.

So in regards to your two questions:

Do I understand correctly that providing another picture ID seems to be the obstacle standing between you and your winnings?

yes they won't accept my driving licence even though Terms and conditions says they can.

Have you been informed why your personal ID is not sufficient for verification?

No they did not give give reasons apart from just saying they won't accept it

Thanks Petronela... considering I deposited 200 euros and only won 340 euros... for the sake of 140 euros they being so difficult and I followed all the rules !!!

Thank you very much, Elzytew, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Elzytew,

I’ll be taking care of your complaint from now on. I’ll contact the casino representative and try my best to resolve the issue.

I would like to invite Fruity Chance Casino to join this conversation and participate in the resolution of Elzytew’s complaint.

Thank you Andrej

Hi Andrej, did they get back to you ?

Dear Elzytew,

Unfortunately, we haven’t received any response from Fruity Chance Casino regarding your complaint.

We would like to ask Fruity Chance 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, we will close this complaint as ‘unresolved’.

Dear Elzytew,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely to achieve a mutual agreement. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.