Godbunny Casino - Player's withdrawal declined over document dispute.

I registered in this casino, made a deposit and got a winning on the slots. I won 1873 EUR and claimed the withdrawal!

The casino Requested KYC documents and I uploaded my ID and Utility bill. They stated that the utility bill will not for them because there is no ZIP code (however in Chile, usually utility companies do not write the zipcode) - I Uploaded the Skrill account, which is on my name, however casino argued that there is a different phone number on my skrill account than in the casino. However the email, personal data etc is the same.

They requested 3 notarized documents, which will be hard for me to obtain, as I need to spend the whole day and a good amount of money to prepare such documents, so I wrote them an email and requested for the clarificaiton. They did not replied for 11 days, and today the wrote me the following:

According to our Terms and Conditions we have the right to ask you for additional information and/or documents to verify your identity.

Furthermore we mentioned to you the bellow:

"5.6 All your documents as per list above need to be provided by You to us in 7 (seven) days after opening of Your account or if requested to You by support – in 7 (seven) days after date of respective request. We will review Your document(s) in 7 (seven) day time after receipt of the respective document(s). In case You fail to provide necessary document(s) in due time We may suspend use of Your account or decline Your withdrawal request (as applicable)".

According to the above, we will suspend your account and decline your withdrawal requested due to the fact that we asked you to provide us with additional documents and you did not provide them to us the last 11 days.

This casino is acting as a scam, because I provided all the necessary documents, but they requested more, that doesnt make any sense.

Dear lopezahumad,

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.

• Could you please list which documents the casino asked you to provide?
• Have you provided any alternative documents verifying your phone number and address with zip code?

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

Hello!

Thank you for your reply;

• casino asked me to provide :

1.      notarized ID or any equivalent certified ID according to the applicable law of Your jurisdiction

2.      notarized bank statements

3.     notarized bank references

• before that I already provided them my ID, two utillity bills and screenshot from my Skrill account.

My phone number was confirmed in the casino during the registration.

This is not smart to ask to provide notarized documents, because in Chile you need to spend extra money for the notary. And I provided the full package of the documents in order to establish that the account is mine.

Could you please share your communication with the casino when attempting to complete account verification? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Please include responses from the casino.

Dear Tomas,

Emails sent to your email

Have you asked Skrill to update your phone number?

Have you provided bank statements and bank references that weren't notarized?

No I did not updated my phone number on the Skrill, however this is not an issue, and this should not be the reason for casino to care, because I might have a different number to register in casinos they used to span with unnecessary sms and calls.

• I did not notarized my bank statements, (even I do not understand why casino need my bank statement as I used only skrill to deposit) As you see in the email I wrote them why they are requesting such documents and will they compensate the expences that I will spend for the notary. They did not replied, but blocked my account after 7 days due to the failling of providing documents.

This is unfair and fraudulent behavior from casino to act like this, and requesting such documents and not replying for emails!

Thank you very much, lopezahumad, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi lopezahumad,

I've reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Godbunny Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the player was asked to provide a notarized bank statement and bank reference to verify their address? Or what is the purpose of these documents? Would you please also explain what was wrong with the utility bills?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello Natalia,

According to that case, we would like to mention to you the following:

1. The mentioned player was registered to our casino and he provided some documents to us for his verification. When he sent a utility bill for his address verification, our team noticed that was missing the "Postal Code" and we asked for further documents.
2. At that point, we received a screenshot from his Skrill Account and the details of his profile, where we noticed that the phone number on the Skrill Account was different from the one that the player gave to our casino. Noted that the phone number that we had was never been verified.
3. After this we started to have some suspicious that maybe wasn't the real owner of the documents and/or was a fraud case we investigated further his profile, and we noticed that he was logged in from more than 6 different IP addresses, he was registered with EUR even though we have the option of his local Chilian Peso currency as an option. Also, the above-mentioned documents for proof of address were both a PDF file and/or screenshot and not a photo of a physical paper bill.

After all the above we activated paragraph 5 of our Terms and Conditions and we asked the player to provide us with additional documents for the Verification of his Identity "In certain circumstances, we may have to contact You and ask You to provide further information to us directly to complete the Checks"

The player preferred to answer us with threats as "Could you please pay me my money back, otherwise I will need to complain against you" Also he asked us to pay his expenses for the notaries " I do not want to spend extra money for notarizing documents, unless you should compensate it in ahead."

When we saw that the player didn't want to cooperate and to help us to be sure that he is the real owner of the account we suspended his account after we informed him that he failed to provide us the additional documents within 7 days as per our Terms and Conditions.

We strictly believe that we follow all the legal procedures under our Terms and Conditions and we do not think that we made any mistake and/or we follow any unfair rule. We just want to be sure that the mentioned documents and/or details are coming from a real person.

We are ready to provide you with all the communication with the player.

Thank you for this detailed explanation, Godbunny Casino. Would you mind sending me the login history of the player, where it's possible to see the different IP addresses? My email is natalia.b@casino.guru.

Dear lopezahumad, do you have any documents at your possession that have your full address, including a postal code? Do you have any document, confirming that the phone number you used for registration belongs to you? The agreement with your mobile network provider, any statement from you account if you have a mobile app?

Would you please send me the documents that you have already provided to the casino? We'd like to review them separately to make our own opinion. Feel free to send them to natalia.b@casino.guru. Your cooperation would be very much appreciated.

Dear Natalia,

replied to your email all documents, and documents that I used to upload in this casino.

Its obviously that casino did not acted in a good faith, and just did not wanted to pay me my winning.

My apologies for the late reply to both parties.

Dear Godbunny Casino, would you please consider reviewing at least Bank statements/reference letters from the bank if they are not notarized yet? As I understand, the player hasn't provided you with such documents so far.

As for the phone number, could you please specify if you tried to call the player using the number he provided?

I agree with the player that he has a right to have more phone numbers in his usage and if the Skrill account doesn't contain the very same number he used for the registration at the casino, doesn't necessarily mean something suspicious. However, I believe that you should be able to contact the player using the number he entered in his casino profile and this is an issue if your calls are ignored.

Could you please also send me a communication between you and the player as you offered in your last message? Feel free to send it to natalia.b@casino.guru, thank you.

Dear lopezahumad, I understand you find it frustrating to go to a notary office since you need to schedule it somehow and manage the expenses. However, I suggest that we start resolving these issues from the beginning - first of all, are you able to request a new bank statement from your bank that will contain your FULL address? Would it be possible to ask the bank to provide you with a reference letter that claims that you are their client and specifies your FULL address with bank stamps and authorized parsons signatures?

Another thing, do you have utility bills you provided to the casino in paper form?

Hello Natalia,

"Dear Godbunny Casino, would you please consider reviewing at least Bank statements/reference letters from the bank if they are not notarized yet? As I understand, the player hasn't provided you with such documents so far."

No, the player didn't provide us with any kind of those documents. Once he can send us those, then we will review them.

Regarding the phone number, we understand the player's answer. What we said is that this matter with the phone makes us suspicious and not that he can't use different phone numbers on his accounts.

Unfortunately, we didn't try to contact the player to double-check the phone number.

We will send you the communication with the player to review it.

As we mentioned we strictly believe that we did everything correctly under our Terms and Conditions, we are willing to re-open the account and/or to pay the winnings but first, we must be sure of the KYC documents.

Dear lopezahumad, please let us know as soon as you provide the casino with the requested documents: bank statements/reference letter from your bank with your details and full address.

Dear lopezahumad,

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.

Dear Natalia,

I have send the bank reference letter (Seniority Certificate) that I received today from the bank

Hello,

We received today a reference letter from the player, our legal department will check it and contact the player in the next 48 hours.

If everything is ok with the mentioned statement the player's account will reopen again.

Thank you,

Dear Godbunny Casino, please let us know if you have already reviewed the document provided by the player.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Natalia,

We received the document and contacted the Bank to confirm that this is an official document from their side. We haven't received any answer yet.

We will continue to push them till we have an official answer.

Thank you,

Dear Godbunny Casino, please let us know as soon as you get a reply.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

That's looks as a manipulations, because its obviously that the bank will not provide any information about the customers to some fraudulent casino registered in Curacao..

Dear lopezahumad, I have tried to contact the casino repeatedly but as you can see it hasn't provided us with the results of the review of your documents or any other updates. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact Curacao eGaming and submit a complaint to them (if you check the license validator on the casino's website, you can open this link https://www.curacao-egaming.com/public-and-players/complaints-landing?domain=godbunny.com). The Gaming Authority has more options and tools to help players. You may also want to read our article about submitting complaints to a regulator: https://casinoguru-en.com/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of Godbunny Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear lopezahumad, I have just checked the document you provided to the casino - the letter from your bank. This document has certain issues: it is not an original, but a printed-out version of some PDF (or any other digital format) document. There's no real stamp or signature, therefore it cannot be really used for the verification. Could you please specify where did you get the document? Have you downloaded it from an email the bank sent to you or from your e-banking account? I'd appreciate it if you can send me the original document. If it was sent to you by the bank, please forward the email from the bank with the attachment to me at natalia.b@casino.guru. If you downloaded this document from your bank account, you can try to make a screen recording so that we are sure the document is original and issued by the bank.

Dear lopezahumad,

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.

Hello!

Thank you for your reply, yes, I generate this statement on the bank website, and printed it right away.

In addition, I have got the certified proof of residence with the signature and stamp.

I will forward it to Natalia and to casino.

Thank you, lopezahumad! I have received the file. Is this a scanned copy of the original document? Can you take a photo of the original document?

I'd like to come back to the previous issue - do you think you can make a screen recording to record the process of downloading the letter from your bank website and opening the downloaded file? Can you then send this original document to my email address?

Dear Godbunny Casino, please, let me know if you have already checked a new document provided by the player.

Hello,

"Dear Godbunny Casino, please, let me know if you have already checked a new document provided by the player"

We are in processing of checking the new document which has been provided to us by the player but we can't confirm it or decline it yet.

Thank you

Thank you, Godbunny Casino. I hope to hear updates from you very soon.

Hello,

We are checking with our legal department if the document the player provided to us is according to our Terms and Conditions and we can accept it as Proof of his address.

We hope that by the end of this week, we will have a solution and answer about this, It has been a long time since this complaint has been open and we would also like to find a solution.

Thank you,

Dear Godbunny Casino, let me know if you can share any news.

We would like to ask the 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 the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Unfortunately, we cannot accept the document provided by the player.

Our legal department checks the provided document where are missing details such as the Passport or ID number of the issuer.

Furthermore is not clear who is the signature and his position.

Also the phone number which is provided in this document is absolutely different from the phone number which the player add to his profile on our website and the phone number which is on his Skrill account which also provided to us by the player at the past.

Another point on this document is that the reason of the issuer is "TO PRESENT IT AT THE SHANGHAI SIGNING

ELECNOVA" which has nothing to do with us.

According to all the above and having in mind all the behaviour of the player, who refuses to provide the necessary documents according to our Terms and Conditions in the time frame where is given to him we strictly believe that the player is trying to cheat us.

We have reasonable suspicious for him and we believe that he tried to pass our KYC checks provided fake and/or not approved documents and/or his activity is against our Terms and Conditions.

Thank you,

Thank you for the explanation, Godbunny Casino.

Dear lopezahumad, we have also evaluated the documents you have provided, and unfortunately, we cannot be sure about the authenticity of these documents either. Several signs do not allow us to be 100% certain that the documentation is original, therefore considering these suspicions we cannot ask the casino to change their decision not to accept your documents.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.