The player from Manitoba had had an issue with withdrawing winnings from an online casino, as they had been unable to provide a requested screenshot of a bank transaction. The player had confirmed that this was the only document they couldn't provide, having already submitted approved proofs of identity and residence. The casino had insisted on a single screenshot, which the player's bank could not provide. The issue had been successfully resolved, with the player confirming receipt of the funds.
National Casino - Player can’t provide required documents for withdrawal.
Amount: Can$6,000
National Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
They will not let me withdraw my winnings because they are asking for a screenshot of a transaction with the date/time amount, account number etc and my bank is not able to provide such a document.
it is impossible to withdraw if the bank can’t even provide the document they are asking for
im pissed
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6 months ago
Dear karlamichelle13,
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 this is the only document that you are not able to provide? Have you provided any other documents and have they all been approved?
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,
Kristina
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Public
6 months ago
Hi thank you for your reply. Yes this is the only document I cannot provide. I have provided proof of identity and residence and they have been approved. I’ve tried to submit proof of my deposit on separate screenshots and they won’t accept it, saying that all the information has to be on one screenshot (which the bank cannot provide)
Public
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6 months ago
Dear karlamichelle13,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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