STS Casino - Player’s struggling to complete account verification.

I played casino slots on STS casino and won 4,5k. I did a withdrawal request 24.8. and after that they have automatically canceled every withdrawal request I have made. The next point is ridiculous: Whenever I ask them why they cancel the withdrawal, they say that there was something wrong with the document I sent the to verify account and they ask for new documents to verify the account. You have no idea how many documents I have sent to them.

For exampe there are some documents they have asked and I have sent to them:

-26.8. they asked me to send me photo of id card, selfie with id card, utility bill and a bank statement. I uploaded them all to their site.

-27.8. they asked me an another bill. First bill I sent them was a home insurance bill. They said they don't accept home insurance bills. So I sent them now my car insurance bill.

Also, they asked me a bank statement again. Thei said it should be not older than a 3 months. That was confusing, as the first statement I sent them was only a couple of weeks old. Anyway I sent them a new statement.

After that they said me that they don't accept insurance bills at all. So I sent them my car tax bill. They responded again: "We do not accept insurance bills." That was maddness because that was not insurance bill at all as I replied them and sent samo document to them again. They also said they rejected my bank statement because "It must be for 3 months" as they said now. Anyway, there was a problem now as my bank account was opened 4.7.2022 so it was only couple of months old. They asked me to send proof of that. I ordered a proof rom my bank whick I sent them. They still refused to pay after that.

I need you to help me to end this maddness at it has lasted over a month now and I like also adcive ervery player to avoid STS casino as it is hardest casino to get money out in my opinion.

Dear JukeJ,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Thanks for your help Petronela!

The casino has asked me for countless different documents. What they do is they ask for one or two documents at a time, and when I send them, they come up with some excuse to reject the documents. After that, they ask for the same documents again until they can no longer find an excuse to reject them. When those documents are approved, they ask for new documents and again when I send those documents, they come up with new excuses to reject the documents again. It's an endless cycle.

Latest situation update: They asked me for a bank statement for 3 months. My bank account was opened on July 4, 2022, so it is not three months old. They then asked for proof of this and I ordered it from the bank and sent it to the casino. I also ordered a paper account statement from the bank for the entire period of the account's existence. I took pictures of this paper statement and sent it to the casino. Today they rejected this document as well. This time, their excuse was that they want the account statement to also include days when there have been no money transfers in the account. The problem here is that my bank (S-Bank) does not make an entry in the account statement for the days when there has been no activity on the account, i.e. the account balance has not changed. I sent a message to the casino about this today. I'll wait for their response and see what kind of excuse they come up with next.

STS casino paid me today all money

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, JukeJ, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru