The player from Montenegro is experiencing difficulties verifying their casino account due to missing proof of income and wealth. Player’s complaint has been resolved successfully.
Race Casino - Player’s withdrawal has been delayed.
Amount: €1,950
Race Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
I signed up to Race and deposited 2500 EUR. I played for a while, and ended up losing 550 EUR. I then submitted a 1950 EUR withdrawal request. This has triggered a KYC loop. I submitted ID and proof of address. This was accepted. However, they also wanted proof of funds and proof of wealth.
I was able to prove the source of the funds deposited. However, Race Casino now decided they will not be happy until they establish the source of the entirety of my net worth. They are asking for statement after statement, I have sent well over 10 statements at this point and they keep going.
I have given up and asked them to close my account and return the funds. Even though I am at a net loss on the casino, they are holding my funds hostage until they are happy. I have proven the exact source of the funds I played with, and they are refusing to return them because they want to get all statements from investments that are totally unrelated to the funds I gambled with.
I ask that Race Casino close my account and pay out the withdrawal request.
Public
Public
3 years ago
Dear hyaro,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, hyaro, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
