Long verification, misleading communication and avoiding to process withdrawal of €500
Please find the entire process detailed below.
1. On 9.02.2023 I have requested a withdrawal of 500 EUR
2. Same day, on 9.02.2023 I was asked to provide documents for KYC (ID, POA, photos of 2 cards used for depositing, screenshot from my bank account to prove ownership)
3. Few hours later on 9.02.2023 I provided the operator with photo of ID, selfie, photo of bank statement, pdf with the bill from internet provider, photos of 1 card used for depositing and screenshot from online banking showing required details
4. 10.02.2023 I received an email with request to provide better selfie, additional foto of ID, POA* and additional docs for another card I used for depositing few months earlier.
*Proof of address such as electricity bill, water bill, bank statement (no digital) or any government document issued must be showing name, address, making ensure that the full document must be clearly visible and issue date should not be older than 6 months and in original pdf file.
5. 13.02.2023 - I have sent them missing photo of ID, photos of another card used for depositing and reminded them that they have already received the photo of bank statement (in 'no digital' version, attached in the email from 9.02.2023)
6. 14.02.2023 - I've sent them a selfie in required form
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7. 20.02.2023 (yes, it took them 6 days to reply) - they asked me to provide a statement in a digital form. In point 4. I quoted their msg stating that bank statement does not have to be in digital form.
8. I explained them that I am not receiving a statement in digital form, and asked for alternative.
9. 21.02.2023 - I received another email stating that the POA should be.
(...)
We would like to request from you a Proof of address document in the form of household Uility Bill (gas/water/elec/internet etc.)
>(gas/water/elec/internet etc.)<
(...)
10. On the same day I've sent them latest bill for the internet (again)
11. 23.02.2023 - they changed their mind and informed me by email that they do not accept internet bills
12. 24.02.2023 - I managed to get a digitally issued statement from my bank and forwarded to Zulabet.
4 days passed and again, there's no sign of contact from them, in spite the fact that agents claim that they are processing documents within 72 hours.
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