Dear AG Team,
We would like to inform you that the player registered with Supacasi on the 5th of March, 2022, placed 2 deposits of 80€ in total and completed the basic KYC process. Due to internal procedures and certain security thresholds, the Risk & Fraud Department requested enhanced KYC procedures be carried out on the 14th of March, 2022.
The documents requested were:
- An official document from the mobile provider stating his name and registered mobile number
- A photograph of the ID used for verification next to the players face
Since the player failed to provide us with an official document from the mobile provider stating his name and registered mobile number until the time of complaint, the withdrawal could not be processed.
As of today, March 31st, we have received the requested document and the complainants withdrawal has been processed, since the KYC procedure has been completed.
While account verification and enhanced due diligence may be frustrating, they are a necessary part of our security measures in order to better understand our customers and their financial dealings, to serve them better and manage risks prudently and to comply with AML laws. We hope that the complainant (BRIANS) can understand that KYC compliance is a necessary measure in igaming security.
Please find below relevant terms and conditions:
3.1 the Company reserves the right at its own discretion and at all times, to:
a) Decline to open an account and/or to close an existing one without any explanation whatsoever;
b) Decline to accept deposits without any explanation whatsoever;
c) Request documents to verify: (i) the identity of the Account Holder, (ii) his/her authorization to use a specific Card and/or (iii) other facts and information provided by the Account Holder. Such request may be made at any given moment and the Website reserves the right to suspend an account pending investigation;
d) Transfer and/or license, without prior notice, data regarding an Account Holder to any other legal entity, in any country, ultimately managed and controlled by the Company, is subject to Company’s guaranteeing that the mentioned data at all times are transferred and managed in accordance with the applicable laws, data protection acts and/or similar;
e) Transfer and/or license, without prior notice, the rights and liabilities regarding an account holder to any other legal entity, in any country, ultimately managed and controlled by the Company, is subject to Company’s guaranteeing that those liabilities are being honoured;
f) Hold and manage funds belonging to Account Holders in accordance with generally accepted guidelines for cash management regarding such funds; this may include a Financial Institution and/or a Payment Solution Provider being entrusted to hold funds in the name of and/or for the benefit of Account Holders;
g) Forfeit and/or confiscate funds available on an Account and/or refuse to honour a claim, in the event that, directly or indirectly: (i) the Website Rules have been violated; and/or (ii) other unauthorised activities have occurred in connection with a betting event and/or the operation of an Account (such as, but not limited to, breach of the law or other regulations, breach of a third party’s rights, fraud, and cheating);
h) Suspend and/or cancel the participation of an Account Holder in the games, promotional activities, competitions or other services, whenever the Company is of the opinion that there are legitimate concerns that an Account is, has been, or may be used for illegal, fraudulent or dishonest practices;
i) Suspend and/or cancel the participation of the Account Holder in the Services, and/or forfeit and/or confiscate funds available on their Account if the Account Holder is found cheating, or if it is determined by the Website that the Account Holder has employed or made use of a system (including machines, robots, computers, software or any other automated system) designed to defeat or capable of defeating the Client Application and/or Software.
The Website is committed to detect and prevent software programs which are designed to enable artificial intelligence (“AI Software”) to play on ITS website(s) including but not limited to opponent-profiling, player collusion; robots, other 'cheating' software or anything else that in our reasonable opinion distorts normal game play and enables the player to have an unfair advantage over other players. You acknowledge that the Website will take measures to detect and prevent the use of such programs and AI Software using methods (including but not limited to reading the list of currently running programs on a player’s computer) and the customer agrees not to use any AI Software and/or any such programs.
9.2 the Website holds the right to not process a payment if the Account Holder’s identity, age and place of residence and proof of funds have not been sufficiently verified.
56.10.1 Please note that when cumulative deposits or withdrawals reach € 2,000, the player verification procedure will be mandatory. Verification process will require from players to provide documents such as, but not limited to, identity cards, bank cards, bank statements, source of wealth, source of funds, and utility bills. In case of false personal data provided by the players, the withdrawal can be refused and the user account can be terminated. The player will be informed thereof by email. In some cases the Company can request Selfie with ID, Selfie with ID and special sign, or even call or video call. When any documents are requested, the Account Holder must upload such documentation on their Account (My Profile > Documents). When requesting documents for an account verification, any pending withdrawals will be cancelled.
58.3.16 Players may be requested at any given time to provide all necessary KYC documents for the verification of their account (proof of identity, payment method(s) and residence).
