The player from Austria had struggled with the verification process at an online casino, despite having provided numerous proofs of identification and address, including her driver's license. The verification issues had prevented her from making her first withdrawal after successful deposits. After she submitted additional documents, such as her insurance card and proof of citizenship, the casino finally verified her account. The player had thanked the Complaints Team for their assistance. However, the complaint was eventually rejected due to a lack of further response from the player, although it could be reopened anytime.
WestCasino - Player faces verification issues preventing withdrawal.
Amount: €270
WestCasino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Good day,
I hope you can assist me with this matter.
After making several deposits, I would like to make my first withdrawal. However, I am unable to do so due to the verification process, as the only identification document I have is my driver's license.
I have sent a total of 4 different proofs of address, bank statements which also show my deposit, my birth certificate, an expired passport, and of course my driver's license.
Is it really legal to deny me the payout?
So far, I've never had any issues with verification due to my driver's license in any other online casino.
Automatic translation:
Public
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9 months ago
Dear Eskimee,
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.
Is your proof of address the only document that has not been verified by the casino?
Did the casino provide a reason for not accepting your driver's license as proof of address? Have they suggested you submit some other document to verify your address?
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,
Veronika
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9 months ago
Translation
Good day,
I was not told why the driver's license is not accepted at WestCasino.
In the live chat it was said that a driver's license would also be in order.
I have a total
- 3 different address proofs
- the driver's license
- an expired passport
- my birth certificate
- 4 bank statements
- Photos of my ATM card
Deposited.
Unfortunately, after submitting my birth certificate as the last document, I received no response.
Automatic translation:
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9 months ago
Translation
With my insurance card and proof of citizenship it now worked!
Many thanks for the help!!
Automatic translation:
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8 months ago
I'm glad to hear that your account is now verified. Would you like to keep this complaint open until you receive your winnings, or should we close it? Please let me know.
