iGame Casino - Giving me the runaround with verification, stalling withdrawal

RESOLVED
John777 Austria
posted on April 24, 2016.

Hello,
At first sorry for my not so perfect english.
I managed to wager my Freespinwinnings at igame on the 23.03.2016 (i also made a deposit with skrill and wagered it because Esa told me i have to do if i want to withdraw with skrill). Afterwards i went to the chat and asked if i met the wagering. "Esa" confirmed that. I also asked what i need to verify my account. "Esa" told me to send "a copy of a valid ID and a domestic bill stating your current address". I sent the bill and a scan of my european union driving license immediately. Later i got the return that they will not accept my driving license because it is to old for iGame. I was surprised because it is valid and "Esa" said no word about the age or the issuedate of the driving license. But i sent a confirmation from the Federal Ministry for Transport, Innovation and Technology of Austria which proofs that my driving license is valid on the 27.03.2016. Then it took more than a week till they only told me again that i should send a newer version. They did not even mention the confirmation i sent them. It looked like they were not interessted at all to help me.

So i kindly asked the security department at iGame to get in contact with the ministry (i even sent them the contact details they would need) and manage that with them because my driving license is valid and i would have to pay around 60€ fees for a new one - for nothing (okay, only for iGame). I did not get an answer to my question again. So i asked friendly on the 08.04 and the 11.04 with emails about the outcome of the conversation with the Ministry again. And iGame continued with not giving me any answer. So i tried something new and went in the chat on the 11.04 without logging in. I did if i would not be already a player at igame and was interessted to register. I asked "Alex" which documents i would need to verify an account at iGame. I got the same answer as from "Esa" like i asked the first time. But this time i wanted to go for sure and asked one more time and very specific: "So for example a valid european union driving licence is enough for sure as id?" And again the answer was yes ("Yes drivers license is ok"). I attached the chat, everybody can read that i tell the truth. So i asked three times in the chat and the answer was always the same: a valid id (even as i asked specific no word about the age). Now i was sure this is a chicane from igame to keep my money.
On the 14.04 i asked the fourth time what the outcome of the conversation with the ministry was. And this time i really got an answer. And i was sad to get mistreated so bad from igame. They told me that they never got in contact with the ministry and that they are not interessted in it - and they needed three weeks to tell me that??? So iGame is not even interested to help me only a little bit to verify my account. It can not be that iGame does not accept valid european union documents they asked for even as i sent them an extra confirmation from the austrian government! I travell around in whole europe with my driving license and never had any little problem anywhere (airports, border controlls, ...). I also verified accounts at around 50 other Casinos with it (i can list the accounts to askgamblers if needed). This is purely a chicane. If they are really skeptical why are they not even interessted in checking that my driving license is valid? I even sent them a confirmation about my driving license and the contactdetails from the ministry they would need but they only say no interest.

I attached the email and the two chat conversations where i was told to send a copy of a valid ID (which i did).
Please help me to get my deposit and my winnings.

posted on April 25, 2016.

Hi Johnn,

I have managed to locate your account and looked into the case.

As I understand it our payments department had requested one of the following:
- ID card issued after 2002
- International passport issued after 2006
- Drivers licence issued after 2006

This due to the provided ID had no expiry date stated and was issues too far back. It must be the oldest ID I have seen :)

Since the amount is quite low, I have asked the payments department to make an exception for this withdrawal. You would only need to request a new withdrawal for the amount on your account.

Please note that for any further withdrawals, you would need to submit a valid ID according to the specifications above.

Regards
Robin

John777 Austria
posted on April 25, 2016.

Hello Robin,

Thank you for the fast answer. I made the withdrawal request right now. I hope it really works this time.

Kind Regards
Johann

posted on April 25, 2016.

Happy to help. The withdrawal has been approved.

Hope you have a nice week.

Regards
Robin

John777 Austria
posted on April 25, 2016.

Wow, i already have the money. I did not think it would go so fast now. Again thank you to you Robin. I was very sad about this and did not suppose it would get to a happy end so fast. Have a nice week you too. And also a thank you to askgamblers for helping.

Kind Reagrds
Johann

AskGamblers
posted on April 25, 2016.

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.