All British Casino - Zahtev za povlačenje igrača je odložen i nalog je u neizvesnosti.

I signed up to the casino and all was well I was electronically verified.

I deposited just over 300.00

The terms stated threshold was 2000 so I thought I was ok for kyc checks for now.

I did hit a win again didn't have an issue with site was fun to play..great games etc

Withdrew immediately as I didn't want to gamble.it away and for further protection I self excluded.

I know under ukgc licence 17 states they can't ask you for further ID if they could of at a sooner point. They didn't.

Also self exclusion laws state they just return any funds to the player and delete data base. They haven't.

They dug their heels in deep.

I explained my situation I have terminal cancer all my ID is at my daughters for safe keeping.

They still wouldn't release the funds.

In the end my daughter did fetch round my driving licence and a few letters.

The email (see attached ) stated I could email all the identification. I give in and sent them everything requested.

Driving licence front and back

Letters of address (my driving licence has it on)

Selfie

A video of me logging in showing my transactions.

I then recieved an email next day this was no longer good enough and I'd have to upload them through hooyu and told me to sign in.

They wasn't aware of my self exclusion

So they sent me a link for mitek

First lot of uploads was a nightmare!!

I managed to speak to an advisor in the night as it was keeping me awake. He advised the video was acceptable as was the driving licence. Then my letter got accepted. Thought great getting somewhere.

Boom I received another email this morning stating the video wasn't good enough and I'd have to video logging in and showing all my person details...their words. I asked my bank and they strongly advised against this and goes against my gdpr and they should not be asking for this type of evidence.

I have supplied them with more than enough sufficient kyc checks yet they keep moving the goal post and I'm no closer to receiving funds.

Dear Chezbreaks,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

Could you please specify the reason for closing your account?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

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,

Dominika

There was no account closure requests I just hit selfexclude and my account was self excluded..i tend to gamble away mh winnings too much but having cancer i acually wanted to enjoy my winnings with the time i have.I did say on chat regarding I gamble too much that's not the issue.

I have sent them front and back of driving licence really clear photos, a picture of my card, a selfie, letters with proof of address.

They since requested a video of me logging into my bank and the transactions made to them. I did that and got confirmation from chat staff the video was acceptable. Now they want a more detailed video of me logging in showing them all bits of my online banking. I have since done.

But earlier I said I'd do it. She emailed back saying I said i wouldn't do it and won't respond yet I have done it anyway. I will email you all the communication I've done with them and you will see what I mean moving goal posts.

Dear Chezbreaks, could you let me know if you were able to verify your account and successfully withdraw your winnings?

Are there still any outstanding requirements from the casino related to KYC that you're currently dealing with?

Dear Chezbreaks,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.