LiveBet Casino - Player's withdrawal is delayed due to ongoing phone verification.

I made a 414 euro deposit at live-bet on 3/14/2023. I played with a bonus and completed the wagering requirements. I submitted my ID, proof of address and proof of payment and it was accepted.

The problem I am facing that is preventing me from withdrawing my funds is that the casino wants proof of owner for the phone number I have signed up with. It has proven impossible for me to fulfil their request as the sim card was bought from a street vendor and my phone was subsequently stolen with the aforementioned sim card.

They insist that their Ts and Cs state that this "phone number verification" is a requirement and it's stated in their Ts and Cs.

I have gone through the terms and have found no mention of this.

I have asked them to show me where it states this and they have gone silent on me.

Is the casino really justified in keeping my 850 euros because of this?

Dear bim900129,

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 takes KYC lightly.

Do I understand correctly that verification of your payment method is the last obstacle in completing the verification process in the casino? Could you please advise when exactly you opened an account in the casino and when exactly was your phone stolen? Is there any documentation regarding your phone number that might be used in order to verify it?

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

Looking at my email history it seems my account was created on the 27/03/2023 but I am not sure, this was the date of my first email correspondence with them. My phone was stolen approximately 2 weeks after playing in the casino. Verification of the payment method was completed succesfully, as well as all other verification they requested. It is only the phone number I am having an issue with. I have no supporting documentation for the phone number as it is not necessary in my country. I really didn't expect to have this issue, they mention nothing about phone number verification in their Ts and Cs and this is the first casino I have come across that requires documentation or proof for a phone number besides normal verification of a phone number by OTP (which was done already). This was totally unprecedented in my view.

Thanks for the explanation, bim900129.

Could you please send me the relevant communication (emails, chat transcripts) between you and the casino where you discuss the issue? My email is tomas@casino.guru

Hi, I have just emailed you the correspondence with the casino. Thanks

Thank you very much, bim900129, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of LiveBet Casino to ignore us completely in our attempts to mediate any kind of issue. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bim900129,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LiveBet Casino to join the conversation and participate in the resolution of this complaint.

Dear LiveBet Casino,

Can you please provide more information regarding the status of the player's phone number verification?

Thank you.

Kind regards,

Tomas

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.

Dear bim900129,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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.

I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com or complaints@gaminglicences.com) and submit a complaint to them. The Antillephone Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas