Complaint #23
Stelario Casino
Challenging KYC procedure
4 years ago
I am currently experiencing issues verifying my account at Stelario. I have registered on the 29th April, since then deposited €2160 and have now pending withdrawals of total €1123.
On 6th of May I verified myself on the website via some e-verify system, presenting my passport, proof of address and selfie video, which was accepted by the system just a minute after.
Since then I got several emails, always asking for additional documentation. So far the following have been requested:
1) debit card used for deposit
2) Selfie with passport and casino website in background
3) Screenshot of bank account containing IBAN, BIC and address
4) Confirming bank account once more via email
5) Copy of bank card containing IBAN
6) Another screenshot of bank account containing IBAN, BIC and address
Following several emails I submitted:
1, 2 and 4.
3 and 6 are not possible as the bank account been used for withdrawal request does not offer a one page solution showing all those details. Therefore I submitted a bank statement containg all information (even my salary on it), as well as an additional confirmation (created on 9th May 2022) by the bank showing my IBAN, when the account was opened and even the linked debit card used for deposits.
Number 5 is not possible, as the bank card of this bank only contains the debit card details on it, which was already submitted but the information is also shown on the bank statement.
All together I submitted clear documentation of ID as passport, bank statement as proof of address and proof of bank account, selfie with passport, front and back copy of used debit card as well as an additional (and solely for this verification process requested) bank account confirmation.
Considering my deposits have only been done by the one debit card and the current balance is supposed to be paid out via bank account, it feels like I have provided more then enough documentation to verify my account and to process the withdrawals, but Stelario seems very eager to keep the verification pending.
During the past years I played in dozens of casinos and never encountered such a difficult and almost unreasonable verification process. Communication with the casino about the KYC procedure isn't easy as well, cause customer service in live chat always refers to the KYC email address and every message I write there, just gets replied (quite fast though I have to admit) with another document request template without any personalised response to the trouble or questions I am having.
As mentioned before, this complaint is definitely not about the speed of the verification process, but instead the process of requesting every time a new document after I have submitted the previous ones.
On 6th of May I verified myself on the website via some e-verify system, presenting my passport, proof of address and selfie video, which was accepted by the system just a minute after.
Since then I got several emails, always asking for additional documentation. So far the following have been requested:
1) debit card used for deposit
2) Selfie with passport and casino website in background
3) Screenshot of bank account containing IBAN, BIC and address
4) Confirming bank account once more via email
5) Copy of bank card containing IBAN
6) Another screenshot of bank account containing IBAN, BIC and address
Following several emails I submitted:
1, 2 and 4.
3 and 6 are not possible as the bank account been used for withdrawal request does not offer a one page solution showing all those details. Therefore I submitted a bank statement containg all information (even my salary on it), as well as an additional confirmation (created on 9th May 2022) by the bank showing my IBAN, when the account was opened and even the linked debit card used for deposits.
Number 5 is not possible, as the bank card of this bank only contains the debit card details on it, which was already submitted but the information is also shown on the bank statement.
All together I submitted clear documentation of ID as passport, bank statement as proof of address and proof of bank account, selfie with passport, front and back copy of used debit card as well as an additional (and solely for this verification process requested) bank account confirmation.
Considering my deposits have only been done by the one debit card and the current balance is supposed to be paid out via bank account, it feels like I have provided more then enough documentation to verify my account and to process the withdrawals, but Stelario seems very eager to keep the verification pending.
During the past years I played in dozens of casinos and never encountered such a difficult and almost unreasonable verification process. Communication with the casino about the KYC procedure isn't easy as well, cause customer service in live chat always refers to the KYC email address and every message I write there, just gets replied (quite fast though I have to admit) with another document request template without any personalised response to the trouble or questions I am having.
As mentioned before, this complaint is definitely not about the speed of the verification process, but instead the process of requesting every time a new document after I have submitted the previous ones.
Screenshot
