Stoiximan Casino - Player can't withdraw his winnings.

made a deposit and cannot withdraw my money, i was on vacations in greece and a friend told me stoixman was the best casino avaiable. already sent my passport and a photo of my card that i used to deposit, and for obvious reasons i cannot provide a adress proof since i was there in vacation, support chat said they wont make my withdraw, scammers, thats all. stay away from stoixman!

Dear Ozapux,

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.

Could you please explain whether you filled out your home address in the player profile of the casino or during the registration? Do I understand correctly, you only played in the casino while on vacation in Greece? Did you try to explain the situation regarding your residence status to the casino support? What did they say?

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

Dear Ozapux,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Bom dia Tomas, tudo bem?

Eu p´reenchi o endereço do hotel que eu estava hospedado, talvez tenha sido esse o problema, como eu estava na grécia, e o site era grego, achei que deveria preencher um endereço grego.

Sim, eu tentei explicar inumeras vezes por email, chat que eu não conseguia providenciar um comprovante de endereço grego por eu não morar na Grécia, seria justo ter uma opção de alterar o endereço, assim que poderia me corrigir e completar o processo de verificação, mas minha conta foi fechada e meus fundos ficaram na stoixman.

Quanto aos outros documentos, passaporte, comprovante de cartão, pagamento, foram todos enviados e aceitos.

Dear Ozapux,

I checked the terms and conditions and I found this: https://en.stoiximan.gr/article/standard-form-agreement/948/#Paragraph6

6.1.2.a. The information required to be provided for the creation of an Electronic Player Account, in accordance with the provisions of the Anti-Money Laundering Regulations and Stoiximan's corporate policy, including the place, time and method of submission. More specifically, you must complete all mandatory information fields of the registration form: Full Name, Date of Birth, Type of Identity Card and the corresponding document number, Full Address, Nationality, Contact Details (including active email address - email) and relevant payment information. All details must be correct and true. It is your sole responsibility to guarantee that the information you provide is true, complete and correct. You also represent and warrant to Stoiximan that the information provided is true, complete and accurate. You are hereby notified that Stoiximan carries out verification procedures, either itself or through third parties, and that your Stoiximan account may be blocked or closed, your betting activity and all bonuses may be cancelled and your deposits may be removed if it is found that you provide false or misleading information.

Please understand that you must always enter correct and complete personal information when creating an account, which should be the address of your residence, which you should be able to verify in the casino.

Unfortunately, we are not able to help you further in this case. Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Perfeito, mas isso foi apenas uma confusão de informações, no momento de criar a conta o que é pedido é o "endereço", eu pedi uma pizza na Grécia e eles me pediram o meu "endereço", eu deveria dar a eles o meu endereço fixo? Por ser um site grego, eu realmente fiquei em dúvida em colocar meu endereço residencial fixo, ou o endereço no qual eu estava localizado no momento, sendo assim, seria no minimo decente que a stoixman permitisse que eu corrija essa informação para que eu possa sacar o meu dinheiro e dar fim a esse problema.

6.1.2.a. ...bônus podem ser cancelados e seus depósitos podem ser removidos se for descoberto que você fornecer informações falsas ou enganosas.

As informações nao foram falsas, muito menos enganosas, gostaria de uma resposta da stoixman sobre a parte que meu depósito pode ser "removido". Quero uma definição de "removido", ele vai voltar pra minha conta ou vai ser removido pra conta bancária do dono da stoixman? Porque se ele for "removido" pra conta bancária do dono, ele estaria tomando posse do meu dinheiro, e isso ´é um crime.

I am terribly sorry but we won't be able to help.

When opening an online account with a bank, you wouldn't put your hotel address. Both casinos and banks are bound by KYC (identity verification) procedures.

Providing correct personal information is paramount in the gambling industry and we won't be able to argue in your favor if instead of the verifiable address of your residence, you provided the address of your hotel. Ultimately, what you provided wasn't your personal information, and therefore mislead the casino.

We would be able to assist you only if you notified the casino about the incorrect information before you deposited and started playing. At this time it's impossible for us to help.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.