Verification takes ages

Dear team,

I am playing BlackJack at SpeedyCasinosince April 2020. I am a big gambler. My deposits so far are about € 600.000. My withdrawals are about € 530.000.

I am not using bonus money or violating any to of there terms or conditions

In June 2020, there was a verification process. I had to submit my bank statements and all other belongings (source of income). While this process was happening, SpeedyCasino blocked my account and withheld all pending transaction, which is fine and understandable.

I provided all required documents and my accounts was unblocked and my withdrawals were processed. My winnings vary from € 2.000 to € 11.500 (highest) per withdrawal. These are processed very quickly (same day) normally.

In October 2020, I got the message that SpeedyCasino has to do a verification again. This time they called it a Souce of Wealth verification, which is fine again, since I know there are certain regulatory requirements.

I provided all the required documents, but this time there responding time was much slower. I received updates in a week, asking for more and more documents. I provided and then a week later they requested more (clarification). This happened a few times.

Finally they asked for some final documents to clarify some transactions in my account. These were regarding loans I provide to some friends. I am a professional gambler. I make big money, I spend big money and so now and then I help some friends out with giving them some loans.

SpeedyCasino wanted clarification regarding these loans. I told them I am the provider. I am not borrowing money as you can see in my bank statements. This was not sufficient, they wanted to see signed loan agreements, which did not exist. These loans were on a verbal basis. I trust these people because they are my friends. Also repayments were visible in my bank statements.

SpeedyCasino told me that they will not process my case if I do not submit signed loan agreements and they asked me to create them now with the parties.

Fine once again, I contacted my friends, explained the situation and asked them to sign the loan agreements with full repayment schedules and sent them to Speedybet.

SpeedyCasino asked for more information regarding the parties who send the documents, copy of their ID's or Passports, which I also provided (not sure if they can do this in line of GDPR, but for the sake of completeness I submitted).

Now this last step happend 24th November. Normally they give me an update every 5 days or maximum 7 days, but now I did not hear anything until 6th December, 12 days later . It is the final step and they just had to check 2 simple loan agreements.

On 6th December they asked for another document "Declaration of transfers" which I submitted earlier. They told me that they need this document which I can create myself, regarding the transfers I make from and to my sister and my wife. I already submitted the document earlier but this time they were asking for their ID/Passports as well. Again, not sure if they were allowed to to that, but I did not wanted to delay any longer and against my believes in I submitted the documents. My sister and wife have nothing to do with the casino.

It has been over 2 weeks now and I have not heard from them.

I kept contacting them by chat or e-mail, but they keep telling me that they cannot give me an update and that the case is still with the relevant department. I am not getting more information than this.

I have 2 withdrawals pending, one of € 3.500 and one of € 10.125.

I am not sure if they are doing this because of the amount. I have had bigger withdrawals than this in the past (€ 10.000+). And it is not like that I am winning more than I am spending. I can understand that they want to check the source of my wealth. But I have provided everything and they still keep stalling and delaying.

It not acceptable that this process should take over 2 months. And that they are taking over 2 weeks to give any substantial answer.

I am really getting frustrated, because they keep delaying and delaying and not giving me any answer. The only thing they keep saying is "be patient, you will get an update soon, you will be contacted by mail, sorry we cannot speed this up".

SpeedyCasino told me that my complain has been esclated to management and someone will contact me on Monday 7th December. But it is 23rd December today, my verification is still not done, my withdrawals are still pending and still no one has contacted me.

This is really riduculous and I am really losing my cool now.

I have told earlier that I have a personal deadline as well for this verification. My own bank, which I use to make transfers for gambling is doing a KYC inquiry because of the large sums I deposit and withdraw from the Casino. They want to have full information about my winnings, transfers from and to the casino, the games I play, with screenshots from my transaction history and my current wallet. I have explained this to SpeedyCasino as well and provided them documentation from my bank where they requested these things as well.

They KYC inquiry from my bank started end of October as well, and I requested SpeedyCasino to finish the verification asap, otherwise my bank account will be blocked by the bank.

SpeedyCasino did not give a shit. My bank gave me a deadline of 11th December, which I told SpeedyCasino as well and forwarded them the mail from the bank and still nothing.

I got a final extension now until Monday morning 28th December 2020, before 9:00 am CET. I had to provide all documents to my bank otherwise my bankaccount will be blocked. I forwarded the mail from the bank again to SpeedyCasino, but still no reply. I contacted the bank explaining the situation but they cannot give me anymore extensions. They think I am making excuses but today I forwarded them all the converstations between SpeedyCasino and me and got a last extension untill Monday morning 28th December 2020, 9.00 AM CET.

The bank has been waiting for weeks and they begin to feel suspisious, because I am not providing them the requested information. I am not able to until I have access to my SpeedyCasino account and can check my history.

Apart from the fact this whole verification is taking this long, I will get into trouble with my bank as well.

I hope SpeedyCasino can solve this now and finish this verification and give me access to the account again and deposit my withdrawals.

I hope you can do something about this, because this is taking way too long. And my frustration is growing day by day.

I don't think SpeedyCasino understands the situation. It has to be solved by this weekend or my bank will block my account. Their responding time is not quick enough and I am not going to wait for another month to get a reaction. It needs to be resolved by this weekend. No update and no clarification or explanation. The only bullshit answer I get is the same as the representative just provided:

"We fully understand the player's frustration, and we are actively working towards resolving this as quickly as possible"

I really hope you can help me resolve this issue.

Regards,

Dan