Netti Casino - Player's struggling to withdraw her winnings.

I deposited op visa. You cannot get a document from the bank's website that would be suitable for an online casino. Also, OP Credit does not agree to deliver such a document even at my request. The bank replied in writing. In addition, the online casino only accepted my driver's license as a means of identification for a month. But during this visa rule, time ran out. They require a passport or an official identity card, which I don't have. After the bank's answer, they removed the visa account from my game account and told me to use another account for withdrawals in the future. However, I was unable to make a new withdrawal attempt on my website. And the message did not say whether I can even try this withdrawal or whether it means new deposits and subsequent winnings. Seems very shady

Dear kaarinamannikko71,

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 the casino is asking for documents that you cannot provide? Could you please clarify which documents you've provided so far?

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

Visa invoice pdf. Visa card images on both sides. In addition, I asked the bank's credit department for a certificate. Below is the answer I forwarded to the online casino. They then closed the use of the visa account with the game account

Posted by: Kaarina M***

Posted: Tuesday, November 8, 2022 3:28 p.m

Recipient: NettiCasino

Subject: VS: driver's license

PULKKILA COOPERATIVE BANK

Recipient: M*** ARJA KAARINA

15:24 (2 minutes ago)

Hey,

Sorry to get back to you late. I sent the credit control a request for a certificate according to the information you requested, but unfortunately we do not offer this at all.

A recorded receipt from an invoice or transaction, which you can find in your online bank, should be sufficient as proof of a card purchase.

Best regards, Sini

OP Customer Service

Thank you very much for your reply, kaarinamannikko71. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent emails from k***@hotmail.com. And about the e-mail from the casino, where they still claim that I have the option to print a suitable receipt from my online bank. However, the bank's customer service says that a receipt showing the information they require cannot be created. And they don't deliver. The bank's answer has gone to the online casino. so still yearning

Thank you very much kaarinamannikko71 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello kaarinamannikko71,

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

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

Dear Wild Netti Casino,

If the player cannot get the type of document you are requesting, can you please advise if there could be another option for the player to get their account verified?

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 kaarinamannikko71,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Tomas