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Real Deal Bet Casino - Requesting verification paperwork not stated in their Terms, refusing to pay because my selfie was too "blurry"

RESOLVED
Complaint Info
Disputed casino Real Deal Bet Casino
Reason Verification issues
Amount € 200
Posted on January 3, 2017

I am trying to withdraw less than 200 euros but I can't pass their verification process. I have provided every document they asked for but they also wanted to have a photo of me holding my ID which in itself is not something they mention in their terms and conditions and is insulting to the customer. Anyway I sent it to them but they say the document is "not clearly readable" although it is very clearly readable and one can't take a better photo unless buying a better camera. I sent them three different photos of ID next to my face, each of them readable but they just don't want to pay.

Posted on January 6, 2017

Hi Juho,

after further review we have decided to process your outstanding withdrawal and the funds should be with you shortly. However we have frozen your account until you provide the requested documents in better quality, since our docs department is not able to verify the ones you have provided before.

Best regards,
Daniel

AskGamblers
Posted on January 10, 2017

Dear @vedotkusas,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

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