StarVegas Casino IT - Player’s withdrawal delayed by additional document request.

Hello, I have been trying to withdraw from this casino for a month. I have been asked for many documents, and I have provided all of them, but now they tell me:

Dear Customer,

Thank you for contacting us!

We inform you that you can request a certificate of residence directly from your local municipality.

Thank you

For more information, do not hesitate to contact us by phone at 800 596738, from Monday to Sunday from 8.00 AM to 9.00 PM. For any clarifications, please respond directly to this email.

Sincerely,

StarVegas Support

Can they do this? I checked, and there is a fee to request this document. It seems like I'm being blackmailed... I mean, I have sent them selfies; it's obvious that it's me. Why are they now forcing me to go to the post office, waste a day, and spend money just to withdraw?

Dear alfinolino7,

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.

Sometimes, notarized or other special documents are requested in case other documents are not sufficient.

• Could you please advise which documents you have already provided and if they have all been approved? 

Thank you in advance for your reply.

Best regards,

Kristina

I provided 3 selfies and 2 pdfs which I asked the sella bank with my credit card for my name and the signature of a bank representative and after sending them 2 or 3 times everyone with a bit of effort approved them all

Everything's fine guys, I respect the KWC, but after everything they asked, doesn't it seem excessive to blackmail me by forcing me to go to the municipality and pay out of my own pocket?

Thank you very much for your reply, alfinolino7. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

DEAR CUSTOMER,

We inform you that you will have to send us a photo of a paper bank statement, a screenshot from your PC or a PDF version, where your name, surname, IBAN and the bank logo are visible.

We remind you that you can cover data that you consider sensitive.

Thanks for collaboration.

For further information, do not hesitate to contact us by phone on 800 596738, from Monday to Sunday from 8.00 to 21.00. For any clarification, please reply directly to this email.

Cordially,

StarVegas support

They keep asking for the same documents I've been sending for weeks but they don't even look at them. Sometimes they even say they haven't received them when that's not true.

Do I understand correctly that you have not yet provided the residence certificate? If not, I recommend that you provide it as soon as possible along with any other requested documents. After you do so, please keep me informed of any further developments. Thank you.

I have already provided many proofs of residence, they rejected them without reason, why should I be blackmailed? why doesn't some casino accept the other proofs of residence that I send them and don't even tell me why, and you support them too? Not even enrolling in university is that complicated

Unfortunately, documents may be rejected for many reasons and the casino must find alternative documents to verify your identity. I apologize, but if you do not cooperate, we will not be able to proceed with this complaint.

I don't collaborate? I provided several documents with my residence on them and they don't approve them and don't tell me why? you call it not cooperating? and do you rate them very safe as a casino? I'm starting to think that you are a compromised theater but I will soon put my review on trustpilot, don't worry, have a nice day

I apologize you have this impression of us; I assure you, this is not the case. We are just trying to help.

Do I understand correctly that you are no longer interested in proceeding with this complaint?

I think you didn't read what was written previously, never said you wanted to close the complaint

Well, you threatened us with bad reviews, basically accused us of something that isn't true, and indicated you do not want to provide the required document. This complaint has been open almost for a month and we haven't proceeded anywhere. Please, let me know if you are willing to provide the document the casino is asking for. If not, I will close this complaint. Thank you for your understanding.

what document? they asked me for a bank statement with my residence and I provided 3 of them, they say they are not good but they don't tell me why and you don't even talk to us, and am I the one threatening with a review? so now telling the reality of an experience with a review is a threat? alas, the reality of the facts is emerging more and more

A certificate of residence directly from your local municipality. Have you already provided it, please?

no but to get it I have to go to the municipality and pay the stamp duty out of my own pocket, so this seems to me to go a little beyond a normal KWC verification process, the bank documents provided should be enough, I was not given an explanation in this regard

Are you therefore telling me that it is okay not to give me a reason for the refusal of the documents already provided and that furthermore in order to get my winnings I am obliged to go to the municipality and pay the tax stamp out of my own pocket?

This complaint has been open for a month. I repeatedly advised you on what to do and that requesting documents like this is common practice. I apologize, but since it seems we are getting nowhere, I am forced to close this complaint. If you decide to cooperate and provide the required document, feel free to reopen this complaint.

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 any issues with this or any other casino in the future.