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

I have sent docs in that they have asked for and they have declined my payment docs pic of my card 5 times no issues with the pic at all . It takes so long for them to reply via email it's unreal . Communication is shocking form support , I have been treated really bad and its upsetting .

Dear Baisley84,

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 and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method 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

Hi there yes I understand the importance of the kyc etc . But my id has been passed my utility bill has been passed . Its my payment method. When I opened my account I did use my boyfriends card mistakingly as it was in my purse , my mistake and have explained this to them they said . And they know about this. And said Please can you send in yr boyfriends doc as well . Statment proving his address , Id proving who he is . A selfie with him holding his id and a selfie of me holding my id . Done all that and that , and not once has any body got back to me . They have disabled me playing my games . And disabled cashier . My funds are just sat there in my account. I understand its all about money laundering etc using people's card and that . But it was a genuine mistake and they said not to worrie . Send his docs in . Done that , bang the email went dead . I have asked for them to swap to my card as well . On another email . As I need to update cards , to the right one . But no reply . About nothing

It has also been more then a few workings days with no reply .

It's just very upsetting and frustrating when you jump though hoops and reply etc to have nothing back , after they say they will get back in 2 working days .

Thank you, , for your reply and clarification. Please understand that it is strictly prohibited in the majority of online casinos to use third-party payment methods. I have checked the general T&Cs and this is what I found:

"Banking Policy

...

All cards and payment methods must be owned and/or in the same name of the person registered on the Loot Casino account."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you. 

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hi there I understand the tank c . But they said not to worrie . Please send in his docs to prove who he is and we look forward to receiving them .

I assume that you have been asked to provide all the documents of your boyfriend to check if the bank account is owned by both of you. Is he the only owner, or is it a joint account, please?

He's the only owner , was my mistake as I used it for shopping during the day . Then when I opened the account I used it by mistake, the customer service is shocking tho . Not one reply regarding anything I have sent it .

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.