PowerPlay Casino - The player struggles to verify his account.

I am playing in this casino for a year. Then recently it was the first time that i have to do my withdrawal via etransfer. Prior to make the withdrawal i have to get verified, so i submit my Passport Copy, bank estatement as a proof of address, i included my phone bill and my live selfie which part of the requirements. After submitting my doucments, finally i got verified, meaning i passed all the requirements which they need as per rules and regulations of each members.

then while watching the processing method it says in the screen that i cannot withdraw my cash. Then need to talk to support. Support is requiring me a Canadian Passport which i am holding a Philippine Passport. I confuse, it says in their requirements for verifications are proof of ID etc. Passport, driving liscense etc. It never says Canadian Passport!

Canada is a diverse country and not all people here are holding Blue Passport. Infact i am a member and playing more than a year in PlayAlberta Casino, is an online Casino exclusively for Alberta Residents. I did my withdrawal and vertied without a hassle, the same with other Malta base Casino PlatinCasino Mrgreen 888casino and comeon casino where i am a member made my withdrawal respectively. Those documents that i have are the same documents that i used wherever i need them, and never had a problem for it.

i included the screenshot that proof as an evidence about my transaction and conversation with the support.

i hope you can help me regarding my concern. Thank you so much and have a great Day

Homer M*****

Hello hmanansala,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with PowerPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did they request the Canadian passport? Did you explain them your situation about having a passport from a different country? When was the last time you spoke to the casino?

Requesting for a passport is common requirement from many casinos but if all of your documents were already verified, there shouldn't be problem explaining this to the casino.

Looking forward to your answer.

Regards,

Nick

Hi o can send you the rest of screenshot because upon uplading it has a limited number of pics. I just talked to them in just less than 12 hrs ago.

I told them not all people in Canada are holding a blue passport, one of the agent asked if to submit a health card so i did. And then she said why the health card comes no picture of mine. i answered here Canada is a Federal Government each province comes with different rules. Some province health cards comes with pics. Here in Alberta we dont have. The other agent said they cannot accept coz i am holding Philippine Passport which they give me the idea how racist they are! First of all i i said dont you know Canada is a diverse country some people holding Pakistani Passport, lebamese Indian latin and so on. At the end of the day what is the requirements of submitting A passport? Does require an specific passport to all people who are in their reapective countries? For example how about the people who played in Casino in Macau? Ate they accepting obly chinese passport to play. My passport is legit and legal and i renewed it in Calgary where the City i lived. These people are lack of knowledge in operating Casino online. It never stated in their verification Canadian passport. Its only passport and Passort is a international Valid ID which they need to recognized.

Hello hmanansala,

I understand your point of view. However I also understand the casino as well as it can be hard to believe that you do not own a single Canadian document and it can raise the suspicion that there must be something wrong. I believe that if you could provide at least 1 single document with all of your details correct the casino would process the verification. Could you please advise if have at least one such a document?

i never say i dont have. Maybe you never understand as well. How i become a suspicious if most casinos never treat me the same as powerplay. And for you how do you say as well suspicious if your website did a powerplay a wuestionsble reputation. In this issue is a battle of mental game. Who ever get divert in the issue he will be the loser. Okay lets reverse the situation. If i am in US are you able to asked me a US passport? And personally are you able to give your full trust to casino where teputation is questionable? Where just $500 they cant process the payout just because i / you never send the Canadian document where obviously you did passed the verification process! Where are talking about Canadian document. Dont go far in the topic. I give all the legal documents requirement thats why i got verified. Its crystal clear i was verified, i did my part of submitting legal requirementS so they need to do their part in processing the payout. You do understand them? But you never inderstand that requirement what us written in most Casino. Its international standard. Valid ID: e.g passport driving liscense etc. Proof of address: e.g utility bill, bank estatement. Where is the word Canadian ID etc? When you say passport any kind because again i will repeat Passport is a International Valid ID.

Thank you hmanansala for all the information. I will now forward your complaint to my colleague Peter who will try to get in touch with the casino to clarify the case as much as possible.

Best regards,

Nick

Hello hmanansala,

I have looked at your case and have some additional questions. Please note that the casino can always require more documents, even if you previously passed the verification. Are you a student or do you work? If you are a student, you should have a student VISA and if you work, you should have a work permit. I suggest you send one of these documents to the casino and there should be no more reasons to delay the verification.

Dear hmanansala,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Since we haven't heard from hmanansala for two weeks, we’re not able to proceed with a further investigation and we’re rejecting this complaint. The player can reopen this complaint anytime.