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They denied my withdrawal request.

I deposited using the Skrill method and I want to withdraw using the same Skrill method. Their terms state that withdrawals must be made using the same method as the deposit.

I have already verified my ID with a document and selfie. I sent these documents and they approved my Skrill account along with the transaction I made using Skrill.

Now they are asking for my bank statement and a photo of my credit card, not from my Skrill account. I believe this doesn't make sense. I use Skrill for safety reasons, and it's highly suspicious that they require these personal documents from me.

From what I can tell, the casino probably doesn't have a license.

The question is, WHY do they need my bank accounts? This is insane.

Dear Alexman89,

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 verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?
• As in Greece, Skrill allows users to connect their accounts to their bank accounts. This enables users to transfer funds between their Skrill account and their Greek bank account conveniently. Is there any connection between your Skrill account and your bank account?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela,

The response I received via email is what worries me and doesn't make sense:

Hello,

According to the terms and conditions:

''We reserve the right to carry out verification procedures for each client at first withdrawal and any time further, depending on our internal decision without any explanations to the player about the reasons for such request. Such verifications may for example include copies of a player's passport, national Identity Card, copies of a player's utility bills, and/or copies of the debit/credit cards used to deposit.''

All information about our license could be found at the very bottom of the front page.

Best regards,

Mehmet

Casino Support Team

Especially this part: ''copies of the debit/credit cards used to deposit''

I already sent them and approved my skrill account, my skrill transaction and my ID (with selfie).

I am an experienced player and this is really doesn't make sense.

It's totally illogical.

Update:

They suspended my account due to worrying gambling signs.

What a joke.

Ok, no surprise here.

I will never play again on this site anyway.

Now what?

If you see my betting history, I finished the wagering on sports betting and stopped playing. They cancelled my withdrawal and returned my money to my account. It has been two days now, and I still have the amount to my account.

I suppose they blocked me because everything is in my account and they don't want me to have access to it. I have the right on my side, but they refuse to provide proof.

They are such amateurs. I could tell from the first minute I spoke to them.

Hi Alexman89,

• I apologize if I missed your response to my earlier question. Is there any link between your Skrill account and your bank account?
• Also, have you replied to the email sent by the casino regarding the possible gambling problem?

Thank you.

Dear Alexman89,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.