Been a customer of L&L Europe for over 2 years now, using several brands, and have deposited and withdrawn several times without issue. Did a £40 withdrawal recently, and their brand Hyper casino asked for documents before proceeding. They use an automated system now, and they accepted my payment card, selfie, proof of address, but rejected my passport. I contacted them through live chat, and they said that’s fine, just send them an email with my passport screenshot included. Did this and then they failed to reply until I contacted them again, and this time they want my old cards that I’ve deposited with, that I no longer have access to. I sent photo’s of the front of the cards that I had saved on my phone, clearly showing the same bank account number and my full name on each one, but this was rejected. They then asked me to send in statements showing all payments to Hyper casino, so I sent a PDF of the last deposits on the 2 older cards, again, that showed the same bank account number that I’ve always had, but these were rejected.
I’m fed up now, and it’s not even about the £40. Why have they allowed me to deposit and withdraw several hundreds of pounds on their brands, using 3 cards from exactly the same account, (2 that I no longer have) without alerting me to the fact I may need to suddenly prove ownership of cards that are no longer in use?
I have provided my current card front and back, my passport, proof of address, a screenshot of my statements from 2020, and 2021, and 2022, showing payments to and from them, which has my account number clearly showing on each screenshot, and the top page of a statement showing my name and address, also matching the same bank account number, and this still isn’t good enough. I feel I have adequately provided proof of KYC, yet they refuse to budge. I’m not prepared to send them more, as I feel I have provided more then they need for KYC purposes.
