Ag Awards

Casino Sieger - Runaround with verification and refusing to pay legitimate winnings

Complaint Info
Disputed casino Casino Sieger
Reason Verification issues
Posted on April 18, 2015

First, I made my deposit with Neteller and won at the casino games. Then I asked them to send my win to Neteller. They asked for many papers.
I sent them my identifications and my billing address proof and proof of payment - a copy of my Neteller.

Then they ask me for bank information, like account number, swift code and I tell them to send my win to Neteller and they say they will try but still want my bank information so I give them all my bank information, account number, SWIFT, and all the other information.

Then they also say they want my bank statement and my bank card details even though I said to pay me by Neteller. I told them I will not send my statement and copy of card because I will not risk giving out all this information so that they could access my bank account. I tell them I want to be paid by Neteller but if they insist they can send me the bank wire to my bank account. They have all the information required to send me a bank wire.

But they keep insisting for bank statement and all my card details so I tell them I will open a new bank account if they want wall of that and they say that is fine. I open a new bank account with only a little money so that there is not the risk of them stealing from my account. I send them my bank statement and they still insist on my bank card too. I have to wait 15 days for the bank to issue the new card and I send them the picture of the card.

After all this they said I took too long to send them all of this even though they are delaying because they take days to answer emails and I have to follow up with emails
all the time because they don't answer my first email. Then they keep asking more things. Then they say they they "are unable to verify my identity/there are inconsistencies" and they will not pay me! I ask them why they cannot verify and they never answer my email.

After I send them multiple identifications, billing proofs, copies of my neteller, bank details for 2 of my bank accounts, bank statement, and copy of my bank card they still say they cannot verify my identity and will not pay. A joke?

Posted on April 8, 2015

Dear @yucman82,
Any update considering your complaint? Thank you.

Posted on April 9, 2015

I setn email to tell them I put my complaint here. I do not have any update as of now.

Posted on April 11, 2015


There are a few reasons this player received a refund for his deposit which is in question and why we decided to close his account.
By nature or law, we must do all what is our power to prevent Money laundering. In the case of this player, we feel a high risk for ML due to a set of reasons.
For legal reasons, we can only mention a few here:
One of the AML guidelines is set in our ground rule we do not allow players to request payouts to bankaccounts they are not connected to. To prevent and follow up on AML guidelines, we always require as a part of our KYC process prove of the inserted banking details to be yours or legally connected. We do use IBAN and SWIFT confirmation tools for this as well. This player is from Mozambique. We have tried multiple times to verify his data. The legal department found inconsistansies in his KYC materials as well. All reasons added up lead to the fact the account is closed, and the deposit will be refunded shortly.

Posted on April 14, 2015

"One of the AML guidelines is set in our ground rule we do not allow players to request payouts to bank accounts they are not connected to."
What are you talking about? This is ridiculous.
1) I gave you my bank information. I provided my statement and card. It is clearly my bank account.
2) If you sent a wire transfer to my name and the bank account was "not connected to me", the bank would not credit my account obviously because the name has to match.

There is no inconsistency whatsoever. I sent you multiple ID cards, bill, bank statement, neteller information and they are all mine.

You are simply not paying because I won.

Posted on April 18, 2015

We didn't get evidence from the casino to confirm their statement. We consider this complaint unresolved.

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