Royal Stars Casino - Refuse to approve government issued documents

Good evening NOAAHA,

Sorry for the late reply, I wanted to get a better understanding of your case with the Finance and Support department first.

Our KYC department has informed you that they are not satisfied with the results of your security check.
There are several indications that have led to this conclusion. If you give your explicit consent that we can upload your documents here to illustrate these indications for the participants of this thread, we can explain the reasons for our decision.

Best Moritz

You don't think that that is the most idiotic question that a Casino could ask the customer?
If the customer is okay with the casino public passport which data could be stolen and used by others.
This just shows how this casino operates.

I sent you several positions of my passport, notarly approved scan, printscreens from Databebase which was used by the notary which shows that passport MRZ and all details are valid and registered in database 22.08.23 which nobody replayed to this day.

I am in touch with a company that is dealing with casinos and disputes like this where casinos abuse customers and are motivated to fail verification to avoid paying winnings.
They took a look at what I have sent so far and had some questions as well.
1) If the scanner was old because it is not that good quality?
And yes, it was some random coffee shop scanner that was min 10 years old.
2) Second, if by any chance I have pressed on scan - Auto Enhance?
What I did! Because the scanner made a bit blurry picture and I did not know that that can damage a scanned picture.
They told me that Auto Enhancement is the biggest error that can be made because it sharpens some details of some parts but at the same time can blur other details and even something can be lost.

So they recommended that I take pictures of all possible angles of passport security features which shows that the passport is live and on every angle everything is changing with them.
Sent all that 2 days ago, and nobody replayed on it.
Today send if they are planning to answer. - No replay

So now it is clearly visible that their main goal is not to communicate with customers but to do everything as possible to avoid paying 2680 euros which are in my account.

P.S.
I will add pictures which are sent to the casino 5 days ago. Which they ignored and never answered.
Please tell me if this can be faked and you can clearly see that this casino is ignoring facts that I can not only provide just some scans that probably somebody can fake or make or what ever.
But I can provide a full passport from all angles and all possible security features etc. Which I have hard to believe can be faked.

Hello Noaaha,

We have clarified with AskGamblers customer support that this chat is set to private by default and the files are only visible to you, us and the AskGamblers team.
If you still refuse our suggestion to upload the documents in this private chat, we will not be able to explain to you in detail the reasons for our KYC department's decision.


In this case, we have to refer to our Terms & Decisions, which clearly state the following:

We reserve the right, at our discretion, to cancel your registration, withhold your account monies, suspend your account for a limited period of time or close your account if:

- We are not satisfied with the results of any security review;

Best Moritz

Hello Moritz,

You just approve what I said, You are trying to apply your terms which could save you from paying winnings. You are not interested in verifying my document. You maine target is to just find something which could cover your actions.
You have not even replied to my emails past 6-7 days.

The company that help me with the situation was not satisfied with the scan quality due old divide and because I used - Auto Enhance to make the copy ''more sharp''. Which is a big NO-NO for documents.

I was recommended to send you better pictures because that is not an acceptable copy from their side as well.
I sent you my passport pictures from all possible angles 3 days ago ----> No reply. Why?

All these pictures have been uploaded to askgambler already and I have mentioned that in the previous complaint.
So please explain what is wrong with those pictures.

And you keep ignoring the most important fact! How it is possible that can take pictures from all possible angles?
Covers, other pages, travel visas, other sides of a plastic part where are all moving parts, the document is self in several angles where all security features.
All possible security futures are live and moving etc. ----------------> No reply. Why?

We are not talking now about one scan, I have sent you 20 pictures already which you do not replay.

Hello Noaaha,

First of all, since you started making use of threats to our finance team, they recommended that we continue the conversation with you in this chat, with the intention of resolving this case in a cooperative manner.

Regarding your questions about the authenticity of your documents.
Our KYC department has found several indications in your submitted documents that leave us in no doubt that they are not authentic and why you have failed KYC.
Even if one part of your document appears to be authentic in your perception, it does not mean that you will pass KYC if there are several points that are highly suspicious.
This is why our KYC department asked you for a second ID after the first one failed. They dound even more suspicious items in your second ID document.

As mentioned above, we can illustrate these signs in this private chat if you agree to upload the documents you have submitted to us.
This would help you and the AskGamblers team to understand why our KYC department came to this conclusion and to resolve this case.

If you don't want so, I have to refer to our T&Cs, as mentioned already.

Best, Moritz

Stop acting like some kind of victim in here.
Nobody sent any threats to you.
All email print-screens are already provided to askgambler.
They can see only the email that I have sent with documents and pictures - which you haven't replied to this day.

And after that email, I am asking when you are planning to explain anything.
And would not even set that if you could answer on emails.

I am already allowed to make private chats where I am, askgamler, and you.
You can show all the pictures that I sent you Saturday ( 9 pictures of all possible sides of the passport, all possible security features, covers, other pages, etc.
I am absolutely interested to see what is wrong there how I could make a full passport and where there is even the point of that.

And only it will be resolved why you will send me the money which I won.
Because at this stage you are trying to convince me that the government gave me a fake passport.

And if you want call me via skype and I can show my full passport.
But that is not as interesting for you as I can imagine.

Or you think video call can be edited as well?

Hello,

Thanks for cooperating in this case. That will help to make the situation more transparent to all participants.

Attached are three images that highlight the suspicious elements in your documents you shared with us.

1: The passport photograph and the scanned version of the passport clearly show two different persons in the security image, even though the quality of the scanned version is very bad.
It seems like someone forgot to exchange this part in the photograph version of the passport.

2: This picture shows that two different font styles are used in the passport file you shared.
For other letters like "L", the two lines show the same font.

3: This picture shows that there is an overlap between the written text in the passport document between the personal information and the description.

I am sure this helps to understand why our KYC department decided to decline these documents.

Best Moritz

Attached are the files I am referring to.

Dear all,

Following a careful review of valid information and proof presented by Royal Stars Casino management, the AskGamblers Complaint Team has reasonable grounds to suspect that the player might have been involved in committing potential fraudulent activities.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.