Allright where do we start. 15-9-2020 I made an account using IDIN and my bank SNS and made a deposit on Fastbest and accepted their welcome bonus. I placed a first bet, which I won, and tried log in in a few days later to find that my account could´t be accessed due to SNS not being in the list of IDIN accepted banks anymore. I got in touch with customer service, which would escalate the issue. I heard nothing for a few weeks and decided to contact Trustly myself - they run the login tech. After a word with a tech employee they told me they would fix the issue. A few weeks passed and the issue indeed got fixed. Unfortunately Fastbet never reached the option to their login methods leaving my locked out of my account.
A few months passed, where Fastbet kept promising the issue would be resolved but never got back to be. A few weeks ago I finally reached out and they told me they would be giving up on the matter so I would have to pay out my balance manually. I told them pleas to do this, to the registered and verified account I used to log in (Keep in mind, I registered via IDIN which automatically shares my personal information from my bank with the bookmaker and thus verifying your account.). Fastbet requested documents (al be it, very vague on what they wanted). I sent them a passport, screenshots of my payment, IBAN and BIC, Adres information on my ebanking account, a letter (noted within 2 months) of my bank and another document from my tax forms here in the Netherlands.
Once again, weeks went by where every worker in the chat would tell me they were working on the issue, or tell me they didn't receive any documents. After a lengthy discussion with a chat employee I sent the documents 2 more time, to different email addresses that they provided. More weeks went by without hearing anything from them (despite them ALWAYS telling my they would reply in chat but never doing so).
This week after joining chat again they told me they needed a bank statement with information about my IBAN/BIC/Adres/bank logo/bank transaction/my full name and date of birth ALL on one page. Now separately, this is fine since I already provided them with all these factoids separately .However the specific employee told me everything needs to be on a single page, or they won´t pay out.
Now we have 2 issues, first according to their TCs IDIN is a verification methods on its own. Apparently it´s not, since they still want extra documents after postponing my issues for nearly half a year (imagine the frustration!). But on top of that, they´re essentially telling me they want a very specific document that my bank doesn't supply and that they won´t make exceptions by allowing several (also official) documents containing all the information they need, but on different pages.
We find ourselves in a tug of war, where my 850 euros has been gone for months now and I simply want to close my account and get on with my life. Please can you see if Fastbet is up for some reason? Thank you!