The player from Italy had been struggling to complete account verification at an online casino, despite having provided various documents such as credit card and bank account details. He suspected that the casino was intentionally delaying the validation process. We had explained the importance of the Know Your Customer (KYC) process and asked for further details to assist him. However, due to the player's lack of response to our inquiries, we had been unable to proceed with the investigation, leading to the rejection of the complaint.
Rooster Bet Casino - Player's account verification repeatedly failed.
Amount: €1,800
Rooster Bet Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
8 months ago
Translation
I have attempted to verify my account multiple times to test what other users had experienced and despite providing any document, they did not permit me to complete the verification. I even sent the document attached to the credit card as evidence that it belongs to me, which shows my full name, bank account number, and card number. I also sent a photo of the card itself. These people deliberately avoid validating the account so that individuals keep gambling and ultimately lose money over time. If you look on various blogs, dozens of people are complaining about this scam. I am uninterested in the pilfered money, but I aim to warn people about this site!
Our fully documented review about this incident will appear in a few days. Ivan
Automatic translation:
Public
Public
8 months ago
Dear IvanBianchi75,
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.
Did the casino clarify what was wrong with your documents, or what you should do in order to pass the verification? Have you provided all the required documents as soon as possible and in the correct format?
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
