The player from Mexico claimed that the casino was demanding sensitive financial information, including photos of her card and financial statements, in order to process a withdrawal. She believed this constituted financial information theft. Despite providing initial identification documents, the player refused to submit the requested financial information, citing privacy concerns. We explained that such verification requests were standard practice for online casinos. As the player decided not to cooperate with the verification process, the complaint was closed as 'rejected'.
RushBet Casino MX - Player's withdrawal is delayed due to invasive verification.
Amount: Mex$301
RushBet Casino MX
Safety Index:Above averageSafety Index
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7.2
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
6 months ago
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7 months ago
Translation
The casino is behaving irrationally as it has no authority to request financial privileged information from anyone, let alone photographs of both sides of a card and financial statements. Therefore, at the moment they are demanding this to be able to release a withdrawal, it becomes a crime of financial information theft. Honestly, I hope they shut down their app and impose fines for data theft. I will do everything in my power to achieve the casino's closure.
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7 months ago
Dear Cesardelacruz,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
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7 months ago
Translation
- For verification, I checked the email and sent photos of my voter ID where my identity, my age, my address is verified, as well as a selfie with ID in hand so that they can now tell me that I may be committing fraud. Why didn't they tell me that every time a deposit was made from the same account to which I am requesting that they put my withdrawal and my balance that I still have there. And when I redeemed the welcome bonus when I requested the withdrawal they transferred it to that account therefore it is logical that they insult me saying that I want to commit fraud
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7 months ago
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Casino guru I have been patiently waiting for your response to see what will happen with my complaint and my money since I have not received the deposit from Rushbet.com casino. I hope you can support me with this situation and with a response as soon as possible, many in advance remain at your service through this means
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6 months ago
Thanks for your message.
Requesting a bank statement for the deposit method you used for deposits is a common practice.
If you haven't provided such a bank statement, I would recommend you submit it. The casino has the right to request documents that verify your used payment method. Kindly confirm with casino support which of the information you submit can be covered for privacy reasons.
Please let me know if this works for you.
I'll await your reply.
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6 months ago
Translation
With all due respect, I refuse to give photos of my financial statements and photos of my card, thank God and my Saint Jude, I'm not dying of hunger, let them keep the money in the end, and in the end, I'm going to present myself to the federal court in regular financial affairs in the country of Mexico and I am going to request every favor I need so that this casino is eliminated from the country, thank you even if you are supporting the casino to steal financial data.
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6 months ago
I understand your concerns about your safety, nevertheless, please understand this information might be requested from you again when undergoing verification in other online casinos in the future.
Please let me know if there is anything else we might assist you with, otherwise the complaint will be rejected.
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6 months ago
Translation
I already told you that thank God I'm not dying of hunger so that the casino keeps that money, why am I not going to risk an account where I receive a federal budget since I am a federal employee and in any case I am going to seek the necessary favors to That they apply sanctions to the Rushbet casino for requesting that type of information since I have acquaintances in high federal positions
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6 months ago
Dear Cesardelacruz,
I understand your point of view, nevertheless, from the information gathered, the requests for verification in the scope you describe are not extraordinary. Since you decided not to cooperate on complaint resolution and wish to proceed to pursue other options this complaint will now be closed as 'rejected'
Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.
