The player from Germany had completed multiple verification requests from the casino, including sending identification and proof of address. Despite complying with all requests, the casino had demanded verification of a Trustly account, which the player did not have. The issue was resolved successfully after further communication.
StarGames Casino - Player faces repeated, unreasonable verification requests.
Amount: €400
StarGames Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I am writing to address an issue with my account that was already verified, or so it showed me when I attempted to make a withdrawal. The support team emailed me, stating that I needed to verify my account and send my identification document and proof of address, which I did. My account was then verified. A few hours later, I received another email asking me to verify my account again and to send my identification document, proof of address, and a picture of myself holding the identification document, which I also did. About an hour later, I received another email asking me to send the picture of myself holding the identification document in a PDF format, which I did. Then suddenly, I received an email saying I needed to verify my Trustly account. I provided all necessary screenshots as proof, yet they still insist that they need verification of a Trustly account. I do not have a Trustly account. This whole process feels like an attempt to frustrate me until I give up on my money. This is extremely unfair.
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4 months ago
Dear Littlemanson,
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.
- Do I understand correctly that all documents you've provided so far have been approved?
- Also, just to clarify, do I understand correctly that you didn't use Trustly for deposits or withdrawals at this casino?
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
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4 months ago
Translation
Do I understand correctly that all documents you have submitted so far have been accepted?
Unfortunately not, and above all it's amazing! Please take a look at the Trustly number! It's the same one that they wrote at the beginning, it's about the last sentence, so I already sent a screenshot, didn't I????
thank you for your message.
After an internal review, it was determined that the following documents are required:
• Proof of address – a household bill (electricity/gas/internet/mobile phone), a bank statement, letters from insurance companies, banks, etc. The document must be addressed to you and must not be older than 6 months.
• A valid ID copy – either passport or identity card (front and back)
• A photo of you holding your ID next to your face. Please make sure that the details on your ID are clearly legible and that your face is not covered.
We also need a screenshot of this account: Trustly 1029127998: Domenic Schmidt
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4 months ago
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Now it's 800 euros and they still want a Trustly screenshot. I didn't even know that you can or have to have an account there
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4 months ago
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In the meantime this has been resolved, thank you
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4 months ago
Dear Littlemanson,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
