Kasinoet informerede mig oprindeligt om, at min kontobekræftelse var fuldført, og at en udbetaling ville blive behandlet inden for to minutter. Men efter at der var gået to dage uden at have modtaget pengene, kontaktede jeg kundesupport for at høre om forsinkelsen. Som svar fik jeg besked på at indsende seks yderligere dokumenter. Konkret gav jeg:
- Forsiden og bagsiden af mit kørekort,
- Forsiden og bagsiden af det Mastercard, der blev brugt til indbetalingen,
- En elregning, der viser min adresse,
- Et dokument fra IRS, der angiver min adresse,
- Et skærmbillede fra min bankkonto, der viser IBAN og BIC.
På trods af at jeg efterkom denne anmodning, blev jeg efterfølgende bedt om at fremlægge yderligere to dokumenter, selvom de tidligere fremsendte dokumenter klart indeholdt de nødvendige oplysninger. Ikke desto mindre efterkom jeg og indsendte de yderligere dokumenter som anmodet. Derefter holdt de op med at svare. Jeg forsøgte at kontakte support via live chat, men de bad mig blot vente på KYC-teamet. Efter at have undersøgt forskellige websteder, blev det klart, at dette problem desværre er et tilbagevendende mønster.
Jeg kontaktede livechatten endnu en gang og gav dem mulighed for at løse dette problem, før jeg ville blive tvunget til at indgive en formel klage. Jeg ventede en dag mere, blot for at blive bedt om flere dokumenter, nu med umulige og svigagtige vilkår, såsom en kopi af et kontoudtog, der kun skulle være tre måneder gammelt, selvom jeg først modtager den type kontoudtog i december hver år. Deres krav om kontobekræftelse er med andre ord umuligt at imødekomme.
The casino initially informed me that my account verification was complete and that a withdrawal would be processed within two minutes. However, after two days had passed without receiving the funds, I contacted customer support to inquire about the delay. In response, I was instructed to submit six additional documents. Specifically, I provided:
- The front and back of my driver’s license,
- The front and back of the Mastercard used for the deposit,
- A utility bill showing my address,
- A document from the IRS indicating my address,
- A screenshot from my bank account displaying the IBAN and BIC.
Despite complying with this request, I was subsequently asked to provide two more documents, even though the previously submitted documents clearly contained the necessary information. Nonetheless, I complied and submitted the additional documents as requested. After that, they ceased responding. I attempted to contact support through live chat, but they merely instructed me to wait for the KYC team. Upon researching on various websites, it became apparent that this issue is, unfortunately, a recurring pattern.
I reached out to the live chat once more, offering them the opportunity to resolve this issue before I would be compelled to file a formal complaint. I waited one more day, only to be asked for more documents, now with impossible and fraudulent terms, such as a copy of a bank statement that needed to be only three months old, even though I only receive that type of statement in December each year. Their demand for account verification is, in other words, impossible to meet.
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