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KYC PROCEDURE PENDING FROM THE MONTH OF JUNE, GAME ACCOUNT STILL NOT VERIFIED DESPITE NUMEROUS SOLICITIES

PROCEDURA KYC PENDENTE DAL MESE DI GIUGNO, CONTO GIOCO ANCORA NON VERIFICATO NONOSTANTE NUMEROSI SOLLECITI

Dear Nemokid,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

I deposited via bitcoin, sent my driver's license and proof of my address (bank account). They also ask for my bank details for the withdrawal (I don't have to make a withdrawal!). They insist on calling me on the phone when for my privacy I prefer to check my account in chat as I have always done with all the Australian RTG casinos.

Ho depositato via bitcoin, inviato la mia patente di guida e prova del mio indirizzo (conto corrente bancario). Chiedono inoltre le mie coordinate bancarie per il prelievo (non devo effettuare alcun prelievo!). Insistono nel volermi chiamare al telefono quando per mia privacy preferisco verificare il conto in chat come ho sempre fatto con tutti i casinò australiani della RTG.

Dear Nemokid,

If you have been asked to go through a verification call I'd strongly recommend cooperating with the casino fully.

The request to call a customer on the phone is illegitimate, they can easily verify my data via chat operator as has already happened in many other Australian casinos where I hold my gaming accounts! To date, no legislation is envisaged in this regard and the game account is verified with the acquisition of the identity document and proof of the address + possible selfie ID of the customer. The phone call infringes the customer's right to privacy therefore the account can be verified with the aforementioned alternative method. Greetings.

La richiesta di voler chiamare al telefono un cliente è illegittima, possono tranquillamente verificare i miei dati tramite operatore in chat come già avvenuto su molti altri casinò australiani dove detengo i mie conti gioco! Ad oggi non è prevista nessuna normativa in merito ed il conto gioco viene verificato con l'acquisizione del documento di identità e prova dell'indirizzo + eventuale ID selfie del cliente. La telefonata lede il diritto di privacy del cliente pertanto il conto può essere verificato con il suddetto metodo alternativo. Saluti.

Dear Nemokid,

As you are an experienced player, I'm sure you know that all different ways to verify your casino account may be required:

• Skype verification
• Phone verification
• Selfies with personal documents
• Selfies with casino website in the background
• Selfies with written messages including date and signature

Please understand that every casino is different and has its ways to make sure that the funds are sent to a legitimate owner. Once again, if you have been asked to undergo a verification call, the only thing I can recommend is to cooperate fully.

Maybe I have not explained myself well, I do not have to make any withdrawals but simply verify a game account! The KYC verification consists in presenting an identity document + proof of address. The insistent phone call infringes the privacy principle regulated by a specific law, therefore this insistent request is illegitimate. Basically, if a customer does not want to be disturbed, however, the account must be verified as per the online game rules! Identification is carried out exclusively with photo and document in hand, stop. All my open gaming accounts have always been verified without any tax calls therefore I do not see why this casino insists on this methodology (certainly not for security reasons because it would not make sense!). CAN I NOT BE DISTURBED BY PHONE AND VERIFY MY DATA AS ALWAYS HAPPENED OR WITH ID + PROOF OF MY ADDRESS? WHAT IS AN UNPROVED PHONE CALL FOR, CERTAINLY NOT TO IDENTIFY A CUSTOMER. FOR THE VERIFICATION OF THE DATA IT IS POSSIBLE TO DO IT IN CHAT CONFIRMING THE SAME AS ALREADY HAPPENED FOR OTHER CASINOS.

Forse non mi sono spiegato bene, non devo effettuare alcun prelievo ma semplicemente verificare un conto gioco ! La verifica KYC consta nel presentare un documento di identità + prova di indirizzo. La telefonata insistente lede il principio della privacy regolamentato da apposita Legge, pertanto tale insistente richiesta è illegittima. In sostanza se un cliente non vuole essere disturbato comunquesia il conto deve essere verificato come da Regolamento del gioco on line! L'identificazione si effettua esclusivamente con foto e documento in mano, stop. Tutti i miei conti gioco aperti sono sempre stati verificati senza alcuna telefonata impositoria pertanto non vedo perchè tale casinò insisti su tale metodologia (non certo per questioni di sicurezza perchè non avrebbe senso!). POSSO NON ESSERE DISTURBATO PER TELEFONO ED EFFETTUARE LA VERIFICA DEI MIE DATI COME SEMPRE AVVENUTO OVVERO CON ID + PROVA DEL MIO INDIRIZZO? A COSA SERVE UNA TELEFONATA NON GRADITA, NON CERTO PER IDENTIFICARE UN CLIENTE. PER LA VERIFICA DEI DATI E' POSSIBILE FARLO IN CHAT CONFERMANDO GLI STESSI COME GIA' AVVENUTO PER ALTRI CASINO'.

Update as of 11/12/2021:

I received an email in which they told me how it was possible to verify the game account in chat, they asked me for the bank details of my current account even if I do not have to make any withdrawal as I have not won anything at the moment (they accept deposits via bitcoin but it is not clear to me if the withdrawals can be made with the same method, I assume not at this point). However, by entering the chat again last night I was able to complete the verification of the account. I therefore request that this complaint be closed as resolved.

Yours sincerely.

Aggiornamento al 11/12/2021:

ho ricevuto una email in cui mi comunicavano come fosse possibile verificare il conto gioco in chat, mi hanno richiesto le coordinate bancarie di un mio conto corrente anche se non devo effettuare alcun prelievo in quanto non ho vinto niente al momento (accettano depositi tramite bitcoin ma non mi è chiaro se i prelievi possano essere effettuati con lo stesso metodo, presumo di no a questo punto). Comunquesia entrando nuovamente in chat ieri sera sono riuscito a completare la verifica del conto. Chiedo pertanto la chiusura di questo reclamo come risolto.

Cordiali saluti.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Nemokid, for your cooperation and confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru