Lord of the Spins Casino - Player’s struggling to complete KYC verification.

The problem I have is with wdl account verification. My credit card is linked to an all in one account and as such I do not get statements. The casino keep requesting a document I cannot provide. I have sent them absolute proof of account ownership including a personal response from my bank stating iban and swift codes but they still refuse to accept it. They have taking withdrawals from it no problems. I am still trying to withdraw 200 e.

Dear Julian,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you if you have tried requesting the statement from the bank. Even if issuing statements is not a common procedure, it might be occasionally obtained upon a request. Additionally, could you please clarify whose name is on the credit card which has been used to deposit funds in to your account and who’s the owner of the bank account? 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, I have provided them with a monthly bank statement which the credit card is attached too. I am now trying to withdraw by bank transfer which again they are asking for exactly the same details. The credit card is in my name and the bank account is also in my name. The account is one and the same. I have deposited probably 5 times in total with absolutely no issue, I try one withdrawal and every possible fence is put in my way. The documents provided have proved without any doubt that I own the account.

Thank you very much Julian for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Hello Julian.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

We are sorry to hear you had such a frustrating experience, but we really appreciate you bringing this issue to our attention.

We understand that you have had issues with the completion of the verification of the account. The verification team had informed us that bank statement provided was not accepted as it does not have the IBAN number.

Unfortunately, we see that the funds on your account has already been depleted and you do not have any pending withdrawal.

Hi, I sent them an account statement with all details on it. I sent them a message from the bank quoting the swift and iban codes. I sent them copies of the bank paying in book and also a statement showing the withdrawals to their account. They just ignored it and kept sending standard responses. I have now lost the money so it is irrelevant now, but for other people they need to be warned that the casino will do everything they can to avoid paying.

Dear Lord of the Spins Casino.

Please, could you react to the player statement about providing relevant documents?

We must note that whilst the Verification Team is waiting for the KYC to be completed, you have been informed on the 18th of May 2020 that the withdrawal will be paid by way of refund to avoid further details. However, as part of the verification process, you still need to finalise the KYC. Here is the excerpt of the email sent on 18 May:

"Please note it's been approved by casino Management and soon, it will be locked by the finance team. Before it's locked by the finance team, it will remain in pending withdraw but please don't cancel it.  

Your withdrawal will be paid as a refund to your Credit/Debit Card."

Lastly, the authenticity of the IBAN provided on the last statement cannot be verified. A previous statement with statement date 31 March 2020, was provided and it clearly shows no IBAN and BIC on the said statement. Another statement dated 30 April 2020 was submitted with IBAN and no BIC/Swift Code. Please note that IBAN's always been issued with BIC and this is the reason why another bank statement that has the correct informations were requested.

This is exactly the merry go round I got. The bank statements from one account do not have the codes on. So I added them. To back this up I sent them a copy of a message from my bank with the codes on it. The codes are made up of the account number and specific code for the bank. I proved I owned the account with both copies of paying in book, copies of credit card used, statements showing the withdrawals to them from that account. But because I could not provide the exact document they just kept cancelling the payment. The one account does not provide the exact document as I kept telling them. I provided the exact information required but by separate documents. It was just an excuse not to pay. I stand by my comments that they are an awful group to deal with

@Julian

Please note that you cannot add the IBAN yourself on a bank statement. This is not acceptable.

A national bank statement format that bears the banking information for a wire transfer can be requested from your bank or can be downloaded through online banking. This information is issued by the bank to avoid errors in the event that a payment is made through wire transfer.

Here we go again, the one account is not a normal bank account, they do not do these statements with the details. I have told you this so many times, which is why I sent you the message from my bank with the details requested. You of course just kept on with the same automatic response. At no time did you try to assist, all you want is people to get so fed up they give up and gamble until they lose everything. I gave you all the information just in a different format. You prey on the vulnerable, as one of the responses I got was to make more deposits to show I was a serious gambler and maybe this would help with the withdrawal. Your company is a disgrace.

Hello Julian.

The verification process may be difficult but you should always provide the casino with the requested documents. Could you provide them with the original document containing IBAN?

No, is the simple answer, as explained many many times this type of account does not have that type of statement. I have supplied the exact information required but on 2 forms, where is the issue? The Iban is a freely available number and to say it has to be on a statement is plain stupid and justcan excuse to avoid paying. I can supply no more information, I am already worried about how much this information this casino has asked for.

Dear Lord of the Spins Casino team.

Is the document with IBAN mandatory or is there any other way how can the player pass through the verification, please,? 

The account is partially verified and the player is informed of this but no payment can be made to the nominated player's bank account.

In this particular case, Julian was informed that his withdrawal will be paid by refund but the account verification will proceed for future withdrawals. Julian cancelled the withdrawal, played and lost.

Refund, what refund?

Hello Julian.

Please, could you confirm the casino statement about cancelling withdrawal and losing the amount? 

Hi Josef, at no point was I told I would get a refund by the finance team, the VIP manager said I would, but on the 23rd May, the finance team cancelled the withdrawal. At this point I had had enough, realised I was not going to get my money so just gambled it away. Was not bothered if I won or lost as I knew I would never get the cash. Unfortunately this is just going to be a waste if your time and mine as they will keep going back to their policy.

Hello Julian.

I am very sorry about your negative experience. Since you have lost the amount we’re not able to proceed with further investigation. Although it may not always be easy, the documents the casino requested are usually mandatory in most of the casinos. 

I can only recommend you to ask for the verification right after the registration in the casino to avoid same situation. If you are also unhappy with the casino services, I can only recommend you choose the casinos with at least good reputation on our website.

I now mark the complaint as rejected.

Best regards, Jozef

Casino.Guru