All British Casino - opšta diskusija

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I'm having major trouble with this casino paying out.

So I deposited just over 300. I was electronically verified at this point and threshold stated 2000 so thought I was ok for any kyc checks.

I hit a big win 2000 withdrew immediately and felt I wanted to gamble so I did self exclude.

The site has been so difficult in answering questions.

I know they're not supposed to ask for id when it could of been asked at an earlier point section 17 and the self exclusion laws however they stated I wouldn't recieve any of my winnings until I sent them photo ID, banking details, selfie and letter of residence.

I gave in and sent them all on the email as they told me to.

Next they came back that wasn't good enough I'd have to do it by link and they wanted video proof of me logging in my bank and showing the transactions. Did that. Chat agent said this would be acceptable.

Did the photo id which got accepted driving licence with my address on, did the video.

Did the proof of address.

Now they have emailed this morning the video is not good enough and a more indepth video showing all my account details.

My bank.advised me not to do this!

Everytime I comply they move the goal post so what am I to do??

Hello,

If you are certain you have already provided the casino with all necessary documents, or let's say enough documents to verify you and your account fully, I'd say there isn't much to do in that regard.

I would like to know why the casino needs such video in the first place. These requests may indicate that the goal is not just verifying your account but also perhaps investigating some sort of suspicion associated with your account. But I prefer not to speculate without understanding the casino's approach.

So, maybe if we summarize what you have already provided and compare that with what the casino still needs to release the withdrawal, we will come to a realistic conclusion.

Can you try to summarize that, please? I really think it would be handy.

I think my email address might of flagged up something. It's my sisters old email. I had basically borrowed her phone until I could get a replacement. She had an email address she didn't use so for about a year I've been using that email for everything and automatically. They've obviously seen a different name on the email. I explained the situation right away. To one chat advisor mocking me asking me which name to call me.

I showed them photos of my inbox and showed them all my emails income and outgoing are addressed to me rather than on my email address.

I have not breached any terms in this.

Nothing states about a named email address. I've used my card, my bank account. My address.

I have supplied selfie, bank video, I've just done my bank card, two letters, my driving licence. Showed them re email address.

They wanted me to then upload everything through a 3rd party called mitek I wasn't comfortable but did it. Kept coming up at error. Managed to get most and they want another selfie added to mitek which is where we are at. It's not allowing me to upload to there and they just say the same thing it needs to be on there I've attempted sending it via email and chat but they don't want to know.

Ok, the mitek matter is weird. And so the casino's support approach, but I guess you have to put this behind for now. I can partially understand that using someone else's email may raise suspicion, but unless you used a 3rd party's details while registering, or paying, I believe it should not cause such a mess...

I suppose we get at least some explanation and an opportunity to resolve the issue as soon as the casino joins the complaint discussion, which I think is inevitable.