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

Hallo, ich spiele seid längerem bei Live.Casino und ich habe bislang nur verloren eines Tages habe ich gewonnen und wollte mein Geld auszahlen ich habe extra davor gefragt ob ich alles verifiziert habe und mein Kundenservice sagte ja (Protokoll ist bei mir) also nun wollte ich auszahlen und das Casino fordert von mir Gehaltsabrechnung der letzen 6 Monate.

ich sagte das ich 20 bin und noch ein Schüler. Ich habe seid 2 Monaten einen Job als Mini Job bei der Tankestelle und daher konnte ich den Gehaltsabrechnung für 2 Monate anbieten.

nun halten die mich seid Tagen auf und zahlen mich nicht aus…. Ich brauche dringend Hilfe

Dear hosseinkarimi11,

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

Do I understand correctly that providing Proof of Income seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the 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

Hallo ich bin ein Spieler aus Deutschland befinde mich jedoch zurzeit in Niederlande.

Die benötigen die letzen 6 Monatsgehälter (Nachweis) von mir jedoch bin ich ein Schüler und arbeiten nebenbei nur seid 2 Monaten.

Und Sie brauchen einen Kontoauszug der letzen 6 Monate jedoch kann ich denen nur der letzen 4 Monate anbieten, da mein Konto nur seid 4 Monaten eröffnet ist von mir.

Vielen dank für die Hilfe, leider hatte ich noch nie so einen fall mit KYC live Casino ist nicht kooperativ und besteht darauf der letzen 6 Monaten zu bekommen obwohl ich es nicht habe.

Lg Hossein

Thank you very much, hosseinkarimi11, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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. 

Hi hosseinkarimi11,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Live Casino to the conversation to participate in the resolution of this complaint.

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.

Hi hosseinkarimi11,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 the Pogg – the casino's alternative dispute resolution service (omplaints@thepogg.com), and submit a complaint to them. The next step would be contacting the MGA itself (https://www.mga.org.mt/support/online-gaming-support/). Please let me know how the ADR responded (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

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

Hello,

You have been asked to provide evidence of your income to proof source of money you deposited in the casino. Unfortunately what you have provided was not satisfactory for our AML team, documents haven't been approved and your withdrawal request was rejected. From our side everything was processed according to regulations.

All the best.

Live Casino

Dear hosseinkarimi11,

We received a bit more detailed explanation of the situation from the casino. Since the anti-money laundering regulation is getting more and more strict, the casinos have to comply with these rules and players have to provide relevant documents for verification. According to the casino, the documents you sent were insufficient. Have you contacted the ADR or the Malta gaming authority?

ich bin mit meinen Anwalt im Gespräch wir werde eine Klage einreichen.

I understand your decision but I'm not sure about the results considering the possible costs and comparing them with the disputed amount. Have you contacted the Pogg and the MGA?

Dear hosseinkarimi11,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.