I'm writing here now and coming to AskGamblers for help. I never thought I would have to actually file a complaint because I truly liked this Casino but I'm doing this out of fear and because I'm scared and getting slightly paranoid.
So I found this new casino and thought id give it a true. They were licensed by MGA so I thought it was very safe to play here.
I made a lot of deposits, I think almost or over 2500 in deposits. And for once, I was lucky enough to win in my games. Over the course of a few days I won 13000 euro. But when I went to the withdrawal page to enter my details, I got an error message that said my account needs to be verified before I can make a withdrawal.
So, being an experienced gambler I know full well of the upcoming KYC process. Which I believe to be essential to use for operators, but under an honest and justified process. So I start collecting all my documents as I have in the past. My proof of address, bank statements, take a photo of my id etc I send these all in on the 23rd of November. I'll share how it looks, because I've documented everything and I'm still documenting because they keep asking me to redo and send in more documents which in my years of playing at online casinos never once have I really been told to redo and send more documents when the first documents are proof enough.
So I sent in my documents and they asked me to redo them ill attach the email replies.
Also they kept denying my Proof of address stating that they only accept bank statements and Utility bills.
But what they forgot to realize was that here in Sweden, the gas bill electric bill etc goes to the owner of the house,
not to everyone who lives there. I still live at home so obviously it doesn't come in my name.
So the proof of address I sent them ill attach here too.
This is the only casino I've seen reject my clearly proven proof of my address and name.
So currently I'm talking to their support who gives me updates every 72 hours.
What I fear more than anything is my account just vanishing one day with my money gone and then I'll really be in problem. So I've documented everything and taken a video of my face, my account, and my details at betstro with my balance together with filming my passport. Just in case something that disgusting would happen.
That's why I'm coming here for help, because I'm honestly worried and I truly hope that in the next day or two they verify me and this anxiety in my body can leave me.
I would like to end this by saying that I could just be paranoid and that they'll help me but from what I've read online that they'll hold my money for as long as they can and the worst would be if they would just never verify me and I lose all my money.
In need of anyone's assistance here really.
Kind regards,
< full name removed >
