Complaint #308
Bronze Casino
Unbelievable Verification, Stalling €3,600 Withdrawal
6 years ago
8 days ago I made my first withdrawal from Bronze casino for €3600 after several months of playing. Then began the verification process which appeared to be standard at first. They wanted front and back of debit / credit cards used, a utility bill, a bank statement with IBAN number and a photo ID. I had used 3 cards with the casino. 2 where with the same bank as one had been replaced by the bank during the time I had been playing. I explained this to them at least 4 times over email and twice in the online chat. They then decided that my passport image wasnt clear enough (they were referring to the security hologram) So I sent them a picture of the front and back of my driving license. They waited until I contacted them and said that the back picture wasnt clear enough. So I sent it again.
I just want to note that the images were taken with a high quality 40 megapixel camera in a full lit room.
Then i spoke with somebody in the chat who insisted if I sent my credit card statement for that card that had been replaced it would all be sorted. I advised him that it wasnt a credit card, it was a debit card and sent him the bank statement. He said that it was approved but can you please sent a clear images of your driving licence. I had already done this but I thought ok I'll try again. So i went away took a picture and headed back to the chat to upload it. It was another advisor on the end who said she would forward it on. I asked her If she could just make sure that they don't need anything else. She came back and advised that she needed my credit card statement. I told her it wasnt a credit card and that I had already sent the statement for that card but she insisted it was a credit card. It ended with me becoming increasingly frustrated and with her saying they will do what they can to verify me and please wait to be contacted.
Theres is a ton of additional correspondence involved in trying to get this verification done.
So far they have had:
Passport, driving licence, bank cards, utility bill and two bank statements. They have had the majority of these documents several times because nobody is talking to each other.
I still am not verified. I can only assume that this is a stalling method or a scam.
I just want to note that the images were taken with a high quality 40 megapixel camera in a full lit room.
Then i spoke with somebody in the chat who insisted if I sent my credit card statement for that card that had been replaced it would all be sorted. I advised him that it wasnt a credit card, it was a debit card and sent him the bank statement. He said that it was approved but can you please sent a clear images of your driving licence. I had already done this but I thought ok I'll try again. So i went away took a picture and headed back to the chat to upload it. It was another advisor on the end who said she would forward it on. I asked her If she could just make sure that they don't need anything else. She came back and advised that she needed my credit card statement. I told her it wasnt a credit card and that I had already sent the statement for that card but she insisted it was a credit card. It ended with me becoming increasingly frustrated and with her saying they will do what they can to verify me and please wait to be contacted.
Theres is a ton of additional correspondence involved in trying to get this verification done.
So far they have had:
Passport, driving licence, bank cards, utility bill and two bank statements. They have had the majority of these documents several times because nobody is talking to each other.
I still am not verified. I can only assume that this is a stalling method or a scam.
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