Playamo Casino - Player’s questioning number of documents required for verification.

They don't accept any document I sent to prove my identity. Always a piece of information missing. They say I need to provide a copy of the card I used to deposit but I didn't use any, I paid with Interac Transfer directly from my bank. They have a copy of my driver's license, my passport, a bill all to prove my address but still, it's not sufficient for them.

Dear Andre,

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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much Andre for your quick reply. I will now transfer your complaint to my colleague Peter 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.

Hi Andre,

I will take over your case now. Could you please forward any relevant conversations with the casino to my email address (peter.m@casino.guru)? That would be very helpful.

Hi. I asked my bank to provide the proof of the card I used in November 2019 belonged to me. It will be written in french. I hope they can translate. Should receive the letter between 2-10 days. Can't believe that they ask me to provide this document since I didn't use this card to deposit. Anyway...

OK Andre, 

So let's wait a couple of days. Please keep me updated.

Thank you Andre,

Please inform me about the progress when you hear from the casino.

They still don't approve the document confirming that I owned the card... They really don't want to pay me ! I've been screwed !

I asked them why my document was not accepted and they replied to send a photo of the letter instead of a PDF file. I just sent it.

Hi Andre,

I can imagine how frustrating this is, but the easiest way is to provide the casino the documents in a form they need. Let me know if you were successful.

They still doesn't approve the document sent as a picture but they sent me my winnings. End of the saga. Now I just hope I can self exclude from this casino so I don't make the mistake to play there again. Thank you very much for your help in this matter. Playamo for me : NEVER AGAIN!

Hi Andre,

Thank you for the reply. It's a shame the casino didn't accept your documents. Casinos have strict verification policies and the process is sometimes difficult and long. We could have asked the casino what the problem was. However, I also understand and accept your decision to close your account. Please let me know if there is a problem with the self-exclusion (peter.m@casino.guru). On the bright side, you received your winnings, so I will close the case now. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter