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Star Games Casino won't accept my Government Issued identity card

RESOLVED
valleys United Kingdom
posted on May 16, 2014.

I recently made a withdrawal at Star Games casino. I sent them a photo of my CitizenCard...which is issued directly from the governement. I do not have a passport and I do not drive...this is the reason why I paid £36 for this identity card. They have replied saying they cannot accept this card?? And need passport or drivers licence.

I do not have. And this identity card is the only other LEGAL identity card issued to residents of the Uk from the GOVERMENT...how can you not accept it? I have never had a problem with any casinos making withdrawals with this card. There is no logical explanation as to why they won't accept it...if it was a card that like the VALIDATE card which you can just get anywhere I would say fair enough...but this card comes directly from the UK governement. I had to pay them in order to get it.

Here is their website

http:/­/ww­w.c­iti­zen­car­d.com/

Also here is another link regarding an investigation watchdog done on the card...proving them to be GOVERMENT issued

http:/­/ww­w.b­bc.c­o.u­k/­wat­chd­og/­con­sum­er_­adv­ice­/ci­tiz­enc­ard.shtml

I won this money fair and square and your terms and conditions clearly stare you will issue winnings to player on receipt of valid ID. The ID you have is valid.

AskGamblers
posted on June 16, 2017.

This complaint has been reopened due to the declared willingness on behalf of Star Games Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

posted on June 16, 2017.

Dear Mr Jones,

We would like to resolve your old complaint that we have noticed is still unresolved.

We have looked in to your old account and in fact, you are correct in your statement. We did not accept your form of identity back in 2013, the reasons was due to the card not having an expiry date and it also not being something StarGames has seen before. We can assure you that our verification process is purely for the security and protection of both user and StarGames and although it might have seemed harsh at the time, it was for security and protection. Our rules and regulations at the time were different to what they are now, and I believe that our processes are more user friendly than what they were in 2013.

If there is anything we can do to restore your faith in our website, please do not hesitate to inform us.
 
Kind regards,
StarGames Support Team

AskGamblers
posted on June 19, 2017.

Dear @valleys,

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.

Star Games Casino complaints

  • 35 of 36 resolved
  • 2 days avg response
  • 1 week avg complaint life
  • 957 USD avg amount

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