I hope you will help to solve my problem.
On November 9th, I received an email with a proposal for a bonus from Staybet. I made a deposit of 50 euros through my VISA card and started playing. November 10, I fulfilled all the requirements of the wager and on the balance was 880 euros. I tried to make a request to withdraw winnings to my VISA card, but the system would not let me do it.
I contacted the support team via live chat. The agent told me that there are problems with withdrawing money to the card and recommended using a different payment method. I asked if it was possible to use Skrill? He said, yes you can use Skrill. I asked if I should make a deposit before withdrawal, he said yes. I made a minimum deposit of 25 euros, made more bets deposit amount as stated in their rules. I made an application to withdraw the winnings, the money was written off the balance sheet. I'm waiting.
November 12, I received a request Email KYC documents. Standard ID request, confirmation of payment, and confirmation of the address. I uploaded all the requested documents to the site, and wrote an email with a request to confirm receipt. I received a reply that the documents have been received and verification of the account will be completed within 48 hours.
November 16, I receive such an email:
We have checked your documents and to verify your account we still need you to send in photo of proof of address in the form of a utility bill or similar, the address field used by the post office needs to be visible in the document. Scanned copies or online documents/bills will not be approved. Please get back to us if you have any further questions.
Best regards Staybet.com»
This seemed strange to me, because I uploaded a utility bill for August 2017 together with the rest of the documents on November 12th. I decided to send the bill again. Additionally added a utility bill for September 2017 and a bill for natural gas. That is, a total of 3 confirmations of the address. I received a response from the support service that my documents were sent to the payment department. I'm waiting.
On November 20, I received the following email:
«Hi, We have checked your documents and to verify your account we still need you to send in photo of proof of address in the form of a utility bill or similar. Scanned copies or print screens will not be approved. Please get back to us if you have any further questions.
I was shocked. I sent so many documents, and they again request the same. I again sent 3 utility bills.
On November 20, I made another application for withdrawing the winnings. It took 8 days, no one wrote to me, the application for withdrawal was never executed.
November 28, I wrote them an email:
«Hello. When will I receive my winnings ???
November 21 was your last email. My application for payment on November 20, is still not executed. Your unfriendly actions shock me. I have never encountered such a thing.»
On the same day I received another standard response:
I have been informed that your document for proof of address has been rejected again. In order to meet up the requirement that our payments department is specifically asking for, then you need to do following:
Take a photo of a utility bill or similar that is send from a issued company, meaning a phone bill company or similar who have send a bill to your home address that you take a photo of this bill. Scanned copies or online documents is as earlier mentioned not accepted. The bill can not be older than 3 months.
If you have any further question, please let me know!
I sent them an additional 2 photo utility bills for October 2017.
November 30, they again canceled my application for the payment of the winnings. She was active from November 20 to 29. I made a new application for withdrawal.
December 2, came the email:
The documents you keep sending us doesnt have the post office address field showing your address, this is what we need on your document to verify your address.
I replied that I had already sent them 5 confirmations of the address. I do not understand what post office address they need. I attach all the correspondence to the complaint. If Askgambles wants to get acquainted with the documents sent to this casino, I will gladly send them.
In my opinion, they just do not want to pay and come up with monotonous demands.
I ask for your help. Thank you!