I would like to share my experience and expose the casino's highest peek of customer abuse.
I registered in Royal stars casino on 15/08/2023 and placed a deposit for around 260 euros using BTC.
I placed all my money into a sports event and won around 1680 euros.
As I used a bonus I was locked till I did wagering a 10x Bonus amount.
So I did. I played for several days till 19/08/2023. Made bets on ~20 more games till my wagering was completed and my balance was 2652 euros
And ''fun'' stars here:
On 19/08/2023 I made uploaded my driving license (both sides) and proof of address and made a 2000 euro withdrawal.
Waited all day - no replay. Got an answer on next day to provide a selfie with a document. ---> see print screen no. 1
On 20/08/2023 right after the request I sent asked document ---> see print screen no. 2
Waited a few hours and no replay from the casino or no money was seen in my crypto wallet.
So I sent an again email - ''Do you need anything more? I still don't see my funds in my wallet. Crypto payment should be the fastest transaction but I am waiting the second day for funds''. ---> see print screen no. 3
The email was ignored by the casino and nobody replayed that day.
Now on 21/08/2023, I was asked to send a second selfie with a different ID passport or ID card. ---> see print screen no. 4
Right after sent the requested document and asked in the same email why they asked me for each day one thing.
Why they do not ask everything on the first day and if they need something more they can ask right away - of course, all these questions were ignored and nobody replayed why they asked one thing each day. ---> see print screen no. 5
At this moment casino understood that there is nothing to ask more and that the only chance to avoid paying me is by causing me to send documents which is not valid.
And they send a word message:
'' Kindly be informed, that we have double-checked both pictures with our department for document verification and unfortunately received the notification that they are suspecting that both documents you have provided, have been tampered with.
Since we would like to give you the benefit of the doubt, that this is simply an issue of picture quality and not malicious intent, we kindly ask you to provide us with a scan (in color) of your passport in higher quality, so we can properly verify the authenticity of the document.'' ---> see print screen no. 6
So I did and on top of that not only sent them a perfectly scanned passport but a picture of all possible angles of my passport - inside, outside, even travel visas, etc. ---> see print screen no. 7
After that Royal star casino sent again:
''Hello Noah,
thank you for your reply and the provided documents.
We have forwarded your new pictures once again to our department for document verification, but unfortunately, they have received the same results, meaning that the pictures look tampered with, and we cannot verify the authenticity of it. Since this seems to be a repeated result, it, unfortunately, represents a breach of our terms and conditions, in particular, the paragraph for 'Termination of the user account' '' ---> see print screen no. 8
And without any comment about how I could send a passport with all pages, covers, scans, selfies, traveling visas, etc. All that is ignored.
And after I spoke with the notary and he saw this message he pointed out that they are using a terminology - we are suspicious or it looks.
Such terminal is used usually by companies if they do not have any ground for their actions and just want to abuse customers using the force of their terms without any gourd.
So to prove Casino wrong I went to approve my documents to a notary who approved the same documents and on top of that did a document check with a database.
Not only for visual inspection but see if the document is valid and registered in the Latvian database.
And they used the same scan for this procedure and they did not have any problems validating passport authenticity.
And I sent all this information to Royal Casino + more pictures of all possible corners from my passport. ---> see print screen no. 9
Resume in short:
1) I have sent a passport scan
2) I have sent a selfie with my passport
3) I have sent a passport that is even legally approved through a notary with a stamp and signature
4) PrintScreen from the database which shows that the passport is valid and registered in the Latvian database.
5) On top of all that I have sent every possible angle and side of my passport to the casino (covers, travel visas, the back side of that plastic side with silver security lines, several other pages, etc. )
Al this was sent yesterday on 22/08/2023.
Fail to replay - how I am possible to send pictures from all possible corners and pages if my passport LOOKS fake to them?
Fail to replay how a passport that LOOKS fake can be approved by Notary?
Fail to replay how a passport that LOOKS fake for them can be in the Latvian national database?
Please Askgamler team, tell me now what to do.
I have a casino with my money which is telling me that my passport is fake and I have my passport which is even approved by Notary + print screens from the database which prove that they are wrong and just trying to get away from paying 2680 euro.
