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FansBet Casino - Account verification procedure is nightmare

UNRESOLVED
Complaint Info
Disputed casino FansBet Casino
Reason Verification issues
kikiwillmo88 Ireland
Posted on February 1, 2021

I signed up with FansbetCasino and deposited and played.

Chat then advised me to send in my KYC. I sent in - Passport, Selfie with Passport, Skrill page. Utility Bill PDF.

They then replied saying all were too blurry except the skrill screenshot (YES A PDF WAS TOO BLURRY?). All were taken with the new iphone camera.

I resubmitted all photos. My passport was approved (Email proof) and then after another two tries my selfie with passport was approved (Emailed proof).

They then asked for a second POA. I sent my posted bank statement and used the same camera that was taken to take pictures of the last documents that were approved. AGAIN Fansbet come back with 'Low Quality' and rejected the POA. So I sent the last POA I have which is a bank statement from a separate bank.

I chased this up again as no response on the bank statement. I get an email asking me to upload my passport and POA again? When i go on chat to query this chat refuses to acknowledge my passport was every verified and will not answer any of my questions relating to this. They also refuse to acknowledge if my last bank statement was ever even looked at?

So currently I have uploaded 3 POAs, 1 they haven't looked at, 2 passport pics (1 verified), 2 selfies (1 verified), skrill picture (verified) and NOW despite proof on email they are refusing to acknowledge my passport was every verified?

I have checked MGA guidelines on KYC and i have fulfilled this. I have also checked and a casino cannot UNVERIFY a document or refuse to even acknowledge it was verified in the first place.

I am currently at a ludicrous stalemate and having reviewed ASKGAMBLERS guidelines this complaint falls well inside your remit. How can I verify my account if documents are being verified and then unverified and/or ignored?

AskGamblers
Posted on February 1, 2021

Dear @kikiwillmo88,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s if any.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

kikiwillmo88 Ireland
Posted on February 3, 2021

I assume Fansbet will deliberately ignore this. But to update the complaint.

They have closed my ticket and blocked my email.

They are still sending me promo emails despite unsubscribing.

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