Instant Casino - Player's withdrawal is delayed due to verification issues.

I am writing to formally lodge a complaint against Instant Casino regarding their unreasonable and excessive verification requirements, which have resulted in the prolonged withholding of my withdrawal funds.

Summary of the Issue

I recently requested a withdrawal from my account with Instant Casino. However, the casino has refused to process my request, citing verification requirements. They are specifically demanding a photo of a bank card that I have reported as lost.

I have provided the casino with ample documentation to verify my identity and ownership of the lost card, yet they continue to deny my withdrawal request without justification.

Details of the Evidence Provided

To comply with their verification process, I have submitted the following:

A copy of my valid passport.

A bank statement showing my account linked to the lost card.

A statement from my bank confirming that I am the cardholder and that the card has been lost.

A selfie photograph for identity verification.

Despite these efforts, Instant Casino insists on a photo of the lost card, which is impossible for me to provide.

Concerns Regarding Instant Casino’s Practices

Excessive and Unreasonable Demands: The casino's refusal to accept the provided documentation is disproportionate and contrary to fair gaming practices.

Possible Delay Tactics: The request for a lost card photograph appears to be a stalling tactic to avoid processing my withdrawal.

Customer Rights Violation: This approach is causing undue distress and may breach responsible gaming standards and consumer rights.

Requested Action

I kindly request your intervention to ensure Instant Casino:

Accepts the documentation I have provided as sufficient to verify my identity and ownership of the lost card.

Processes my withdrawal request without further unreasonable delays.

Dear Ammarx99,

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. 

Is the only obstacle to your winnings that you can't provide the requested photo of the lost card?

Have you sent the casino any statement confirming you own the card?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Dear Dominika,

Thank you for your response and for your assistance with my complaint.

I understand the importance of the KYC process and appreciate your efforts to help resolve this issue. Regarding the ownership of the card, I have a statement from Santander Bank confirming the account and card ending in 1699. While the letter mentions that the card had not been recently used, it confirms that I am the rightful owner and that a replacement will be issued when the card expires at the end of January 2024.

Unfortunately, I misplaced the card, which is why I am unable to provide a photo of it. However, I believe this letter should serve as sufficient proof of ownership. Additionally, my bank has informed me that they will be sending a proof of ownership letter later this week, which should provide further confirmation of my claim.

Regarding your other questions:

I accumulated my winnings without an active bonus.

I have attached the communication I had with the casino regarding the verification process, including relevant emails and chat transcripts.

Please let me know if there is anything else I can provide to assist in completing the verification process.

I look forward to your guidance on how to proceed.

Kind regards,

Ammar A****