The player from Italy had experienced difficulties withdrawing his winnings from Librabet due to KYC requirements. His submitted ID card, crypto wallet extract, and electricity bill had been rejected as they were either modified or not in the correct format. The player had questioned the casino's emphasis on utility bills over the ID issued by the municipality. Due to the player's lack of response, we had to reject the complaint.
Librabet Casino - Player struggling with KYC requirements for withdrawal.
Amount: €1,080
Librabet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello, after depositing crypto on Librabet at the end of November 2023, I played and after winning about 4300€ on slot games, I requested a withdrawal of 500 euros from Librabet. A few days later my request was canceled, so I made a withdrawal request of 280€ on the 3rd of December, 2023. After several days, they requested KYC, so I uploaded my ID Card, the extract from the crypto wallet I used to deposit, and my bank statement with sensitive third party data covered for privacy. The PDF was rejected because it had been modified. I uploaded a paper electricity bill after taking a photo but it was rejected as they want it in PDF format. I don't have any other documents, the address is on the identity document I provided, but they value an internet bill more than an identity document issued by the municipality, which is illegal. If the address is on the identity document, it is in itself proof of residence. They refuse to verify my documents and want to force me to transmit documents with visible sensitive data.
Automatic translation:
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10 months ago
Dear a22137804,
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 usually don't accept documents that were edited unless specifically allowed. (for example, covering digits in a photo of a bank card)
- Do I understand correctly that providing the bank statement with all information visible is the main obstacle in completing account verification?
- Do you have other bills that might serve as proof of address for the verification of your account?
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
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10 months ago
Translation
I receive an electricity and gas invoice via postal payment slip and I don't have a PDF, having chosen this method I can only request a summary from the company where not all the requested data is visible, I then have the account statement made up of 4 pages where the data is present sensitive documents of third parties, so it is clear that this is the main obstacle and I do not have further invoices, but on the identity document provided by me and already accepted by them there is my residence address, in Italy the kyc of the Residence is only necessary if you provide a driving license as the address is not present on the document. thanks for the assistance!
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9 months ago
Thanks for your message.
Casinos will usually ask for proof of address that is different from an ID document.
Could you please send me the correspondence between you and the casino where you attempted to discuss the issue with the casino? Please include the casino's responses.
My email is tomas@casino.guru
