A Japanese player had issues with the KYC (Know Your Customer) process. The required documents for authentication - passport and ID card - were unavailable, and requests for alternative authentication using available common documents had been rejected by the casino. The player had explained that obtaining a passport or a My Number Card (Japanese ID equivalent) was challenging due to personal and regional circumstances. However, the casino maintained its stance, stating that their KYC and AML policies required these specific documents for Japanese players. As a resolution, the casino had offered to refund the player's initial deposit, but the player insisted on using a driver's license or insurance card for KYC, which the casino did not accept. The Complaints Team concluded the complaint as unjustified, emphasizing the player's responsibility to provide acceptable documents for KYC and AML processes.
MiuCasino - Player struggling with KYC Process.
Amount: $300
MiuCasino
Safety Index:Below averageUnjustified complaint
REJECTED
Case summary
I tried to authenticate KYC for the withdrawal,
documents (passport, ID card) that the casino requires.
However, the documents (passport and ID card) required by the casino are not available at this time, and I am unable to authenticate.
I informed the casino that the situation in Japan had changed, and negotiated with them for manual verification using common documents such as a driver's license,
However, the casino refused, saying that they follow a policy that was created a long time ago and that authentication is not possible.
Dear andandjonnyx,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with MiuCasino.
Could you please send me the recent correspondence between you and the casino on the topic for review?
Send it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello andandjonnyx,
I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, it is an industry-standard that casinos are mainly asking for a Passport (complete picture of the photo page) and/or National ID Card (complete picture of the front and back of the card), however, the casino should be able to accept other valid identity documents like the driving license, birth certificate, or something similar. Can you please tell us why you can't provide the casino team with your Passport or ID? In the email that you forwarded us, it looks like you asked the casino team for an alternative KYC process, and they answered that the KYC process needs to go through their KYC service provider, which makes sense to me. Anyway, I will contact the casino to shed more light on this matter.
We would like to invite MiuCasino to join the conversation.
Dear MiuCasino,
Could you kindly furnish additional details regarding the reasons for your reluctance to accept alternative documents, aside from the Passport and National ID Card, during the KYC process for the player?
I do not have a passport.
Also, there is no national ID card in Japan.
The casino claims that my number card is equivalent to a national ID card,
However, this is also not easy to obtain and is currently not recommended as a KYC document due to information leakage and other problems.
Therefore, it is customary for Japanese to use a driver's license or insurance card as a national ID card.
Dear andandjonnyx,
I have received this email from MiuCasino team:
Dear Michal and andandjonnyx,
Thank you for your patience and for bringing your concerns to our attention. At MiuCasino, we are committed to a compliant and user-friendly KYC process and appreciate the opportunity to address this matter.
Regarding the specific case of andandjonnyx and the KYC documentation requirements in Japan: we understand that Japan has a unique identification system that does not include a conventional national ID card. The My Number card, often considered an equivalent, has its limitations and has raised concerns regarding its suitability for KYC purposes due to privacy issues.
On the other hand, a driver's license in Japan is commonly used as a form of identification and might seem like a viable alternative for KYC. However, the key difference between a My Number card and a driver's license lies in the type of information each document provides and its intended use. A My Number card is more akin to a social security number, providing a unique identifier for government and tax-related purposes. In contrast, a driver's license primarily serves as proof of driving eligibility and contains less comprehensive personal identification data.
For a detailed explanation of the differences between these documents, we recommend referring to this link: [https://www.kojinbango-card.go.jp/en/ and https://groups.oist.jp/resource-center/about-japanese-drivers-license]. This will provide a clearer understanding of why certain documents are preferred over others in our KYC process.
We recognize the need to adapt our procedures to accommodate such regional differences and are actively working on reviewing our policies to include alternative forms of identification where standard forms are unavailable. In the meantime, our AML & KYC Policies, detailed at MiuCasino AML & KYC Policies(https://miucasino.com/en/contacts/aml-kyc-policies), provide guidance on our compliance with regional regulatory requirements.
We note in our policy: "Depending on your country of residence, our KYC service provider may request specific types of documentation unique to your location. This approach ensures compliance with regional regulatory requirements and enhances the security of our services. Please note that some of the documents listed above may not be suitable for your country. We encourage you to contact our support team to learn about the IDs and documents accepted based on your country of residence."
We would like to remind you that our AML and KYC policies were clearly communicated and made available to all customers, including yourself, during the registration process, and your acceptance of our terms and services at that time included agreement to adhere to these policies.
We value your feedback and patience as we navigate this situation. We are committed to resolving this matter efficiently and ensuring a positive experience for our customers.
Thank you for your understanding and cooperation.
Warm regards,
MiuCasino Complaints Team
I have asked the MiuCasino team to specify what documents are acceptable for them to finish your KYC, as from the email it is not really clear.
What is certain is that it is impossible to provide a passport and a personal number card.
Whatever KYC policy a casino creates, if it was created without knowledge of the country's circumstances, it is invalid.
The casino seems to link to an English version of a Japanese site, but they don't seem to know that the information on that site itself is not credible.
When I registered with the casino I was not given any notice regarding the lack of a general KYC policy for this casino.
Due to the specifications of using an outside service,
It is not known until it is time to register with the casino and do KYC.
Dear Michal K and andandjonny ,
Thank you for your follow-up email and for seeking clarification regarding the KYC process for our Japanese customers.
At MiuCasino, we adhere to strict AML (Anti-Money Laundering) and KYC (Know Your Customer) policies to ensure the security and integrity of our services. These policies are in compliance with international and regional regulatory requirements. As part of our commitment to these standards, we require specific types of documentation that are deemed reliable and verifiable.
In line with our AML & KYC Policies, which all customers agree to during the registration process, we may request specific types of documentation based on the customer's country of residence. For our customers in Japan, the acceptable forms of identification for completing the KYC process are a Japanese passport or a My Number Card (the Japanese ID Card equivalent). Unfortunately, as per our current AML & KYC Policies, we are unable to accept alternative documents such as a driving license or insurance card from Japanese customers.
We understand that this policy may pose challenges for some of our customers in Japan who may not possess these specific forms of identification. However, these requirements are in place to ensure the highest level of security and compliance with regulatory standards.
We encourage our customers who may have difficulties in providing the required documents to contact our support team. Our team is dedicated to assisting with any queries and exploring potential solutions within the bounds of our regulatory obligations.
We appreciate your cooperation and understanding in this matter. It is our constant endeavor to provide a secure and compliant environment for all our customers, and we must adhere to these policies to maintain the integrity of our services.
Thank you for your continued support and for bringing this matter to our attention. Please do not hesitate to contact us should you require further assistance or clarification.
Best regards,
MiuCasino Complaints Team
As I have explained many times, a passport or my number card is currently not issuable.
It was also impossible to know the AML and KYC policies prior to registration.
It was not even known what external KYC services were being used until KYC was performed.
Policies created without knowledge of the Japanese situation should be changed immediately.
Dear andandjonnyx,
Although I can agree with you that Japan is a bit of a specific market with slightly different requirements when it comes to identity and age verification documents, however, as Miu Casino is an international casino, they have set their KYC and AML policy to be somehow most suitable for the majority of international customers. The requirements for identity and age verification documents set in their AML & KYC policies fall under the industry standard. The casino requirements are reasonable, and I can only advise you to get your My Number Card (the Japanese ID Card equivalent) or/and your passport sorted.
I can understand that this might pose a bit of an inconvenience for you, but the AML & KYC policies are clearly accessible on the casino webpage. You could have reached out to casino support to clarify the document requirements for KYC and AML.
Another quite important fact is that this is not your first issue with providing the necessary documents for KYC and AML. Based on your previous complaints that you have submitted to us in regard to similar situations and experiences, I'm kind of surprised that you have still not made the effort to obtain your passport or other ID document. This would save you and us a lot of time and hassle in the future, as you like to play in various international casinos.
Anyway, providing all the required documents as requested by the casino team is reasonable, and it is solely your responsibility to cooperate with the casino team.
Of course we are checking.
But it was not clear.
On the contrary, the policy states that a driver's license is acceptable.
My number card is not listed anywhere. (The casino claims the ID card is a my number card, when in fact it is not.)
I trusted it, registered at the casino, made a deposit, and attempted to perform a KYC, when in fact my driver's license was not working.
I am unable to earn a passport or any other form of identification.
This is due to the social situation in Japan and other factors.
Why do you assume that this will be possible with effort?
My problem is that they are requesting documents such as passports and my number card, which are currently suspended or prohibited from being issued.
Dear Michal and andandjonnyx,
We are writing to address the ongoing issue concerning andandjonnyx's incomplete KYC process. MiuCasino strictly adheres to Anti-Money Laundering (AML) laws and Know Your Customer (KYC) regulations. These regulations are non-negotiable and apply uniformly to all our customers.
andandjonnyx has not completed the KYC process as required. Consequently, under our regulatory obligations, we cannot permit the withdrawal of the full account balance, including any winnings. This is a standard procedure, vital for maintaining the integrity and security of our operations.
However, in consideration of the deposit made, we are prepared to allow the withdrawal of the initial deposit amount. This is a final offer and is made solely in acknowledgment of the deposit, not as an admission of any failure in our processes or obligations.
We must emphasize that our decision is firmly rooted in our commitment to regulatory compliance. No further exceptions or accommodations will be made in this regard.
Please confirm with your personal email, if you wish to proceed with the withdrawal of the deposit amount.
Regards,
MiuCasino Complaints Team
What on earth is the value of AML and KYC regulations based on misinformation?
I am registered with the casino after reviewing the AML policy and knowing that my driver's license is acceptable.
If you are going to admit that the policy as written is a lie and apologize for it, let's get the documentation ready somehow.
However, the format of my number card has already been changed, and your system will not be able to handle it.
Is that okay with you?
Dear andandjonnyx,
Can you please explain why you can't obtain a passport or My number card?
What do you mean by the social situation in Japan and other factors? As far as I know, the Japanese authorities have not suspended applications for these documents, but feel free to provide us with more up-to-date information.
Not all people can obtain a passport.
In addition, My Number cards are currently undergoing improvements due to information leaks and management system problems, and are generally not accepted as KYC documents.
My my number card has been retrieved. Even if it is reissued, I do not know if it will function as a document. Therefore, I am told to use my driver's license or insurance card as proof of identity.
Dear andandjonnyx,
You have still not answered my question why you can't obtain a passport or My number card?
Other customers from Japan have informed us that acquiring these documents is a straightforward process, which has piqued my curiosity about why you have not made the effort to obtain them yet? As previously mentioned, having these documents would save both you and us a considerable amount of time and hassle in the future, especially given your interest in playing at various international casinos. Furnishing two ID documents for KYC purposes is a standard and widely accepted requirement.
Anyway, as MiuCasino Team has clearly responded:
In line with our AML & KYC Policies, which all customers agree to during the registration process, we may request specific types of documentation based on the customer's country of residence. For our customers in Japan, the acceptable forms of identification for completing the KYC process are a Japanese passport or a My Number Card (the Japanese ID Card equivalent). Unfortunately, as per our current AML & KYC Policies, we are unable to accept alternative documents such as a driving license or insurance card from Japanese customers.
Providing all the required documents as requested by the casino team is reasonable, and it is solely your responsibility to cooperate with the casino team. If you want to receive your winnings, you must complete the KYC process.
If you are not able or unwilling to provide the required documents, the casino team has offered to return your deposit. The decision lies completely with you.
I am not currently eligible to earn a passport.
Also, my number card has been recalled and re-issuing it is not easy.
Even if the process is easy for other Japanese, it is not for me.
Japan is bigger than you think and has different culture and rules.
That is why I use casinos that state in their AML policy that they accept driver's licenses.
Dear andandjonnyx,
While I somehow understand that obtaining a passport or My Number card may present challenges for you, it's essential to emphasize that this is not a concern for the casino. It is solely up to you to be able to provide acceptable documents to the casino team for a successful KYC and AML.
As previously mentioned, it's noteworthy that this isn't the first instance of difficulty in providing the required documents for KYC and AML. Considering your past complaints on similar matters, it's surprising that obtaining your passport or alternative identification hasn't been prioritized by you. Acquiring these documents would streamline the process for both you and us, particularly given your penchant for playing at various international casinos. KYC and AML procedures are crucial, and casinos must adhere to the regulations set by their regulators and the casino's internal policies, that's why we agree with the casino's requirements.
While it may pose a certain inconvenience for you, the casino is well within its rights to request the above-mentioned documentation, and the responsibility lies solely with you to provide these documents if you intend to claim your winnings. To minimize future inconveniences in this regard, I recommend reaching out to the live chat and indicating your ability to furnish only some documents for KYC. If the casino team accepts this, it is acceptable from our perspective.
Having said that, if you are unable or unwilling to provide the necessary documents, the casino team has extended the offer to refund your deposit. The decision rests entirely with you.
I find no merit in prolonging further discussion on this matter. The options before you are clear, and I am inclined to close this complaint as unjustified.
I have stated many times that the AML policy for this casino clearly states that driver's licenses are accepted.
I trusted it and registered with the casino.
Am I correct in stating that the casino guru is encouraging the practice of attracting customers with a false AML policy?
I am not going to discuss international common sense here,
'Normally, a driver's license can be used as a KYC document, but as a special exception, Japanese players are not allowed to use a driver's license.
We are discussing whether or not the casino properly notified us of this through their terms of service, etc.
If the casino is fulfilling those obligations properly and I have overlooked them, we are at fault.
However, if the casino was targeting Japan but forgot to take individual action, then the responsibility lies with the casino.
This is a very simple issue.
Dear andandjonnyx,
I'm not sure if you don't understand it or if you intentionally ignore the fact that providing the necessary documents for you to be able to successfully finish the KYC and AML is solely your responsibility. But as I mentioned previously, I find no merit in prolonging further discussion on this matter.
Once again, you have remained to view the situation only from your perspective, and my as well as the casino team's explanations and suggestions have not been taken into consideration.
To your question:
Am I correct in stating that the casino guru is encouraging the practice of attracting customers with a false AML policy?
No, you are wrong. Another interesting fact is that so far we have received only one complaint from Japan on MiuCasino regarding this issue, and it was only your complaint, which makes me wonder where the issue possibly lies.
The casino team has clearly communicated this to you:
In line with our AML & KYC Policies, which all customers agree to during the registration process, we may request specific types of documentation based on the customer's country of residence. For our customers in Japan, the acceptable forms of identification for completing the KYC process are a Japanese passport or a My Number Card (the Japanese ID Card equivalent). Unfortunately, as per our current AML & KYC Policies, we are unable to accept alternative documents such as a driving license or insurance card from Japanese customers.
Anyway, as mentioned above, the casino is well within its rights to request the above-mentioned documentation, and the responsibility lies solely with you to provide these documents if you intend to claim your winnings. if you are unable or unwilling to provide the necessary documents, the casino team has extended the offer to refund your deposit.
After gathering all the necessary information, we decided to close this complaint as unjustified. To minimize future inconveniences in this regard, I recommend reaching out to the live chat and indicating your ability to furnish only some documents for KYC. If the casino team accepts this, it is acceptable from our perspective.
Best regards,
Michal
Casino Guru
