Dear AskGamblers
please help me with operator Rebels gaming LTD (betrebels.com) with my withdraw problem and so called "security review" that have been ongoing since 3th of April.
I am a experienced player and I strongly understand the practices regarding kyc and aml regulations. In my stupidity, I didn't think that a casino operating with an MGA license would so flagrantly abuse these generally common good and widely beneficial operating models.
I registered as a customer and made a deposit on 14.3.
When registered i have to verificate my account (regular KYC = ID & POA) prior playing,
driver's license and proof of address sent and and everything was ok.
I played and won, I cashed out few times without any problems. Then we went more deposit-oriented - that is, the so-called as usual for slot player. Then I went to win my and my balance ended +1100€. This is where the problems started when I tried to withdraw my earned winnings (€1100). At first they cancelled the withdraw request I thought that it was ok, they might need additional documents. I thought nothing special there - normal thing..
However, their business model is to require unnecessarily revealing and insanely long documents without any reasonable explanations. Nothing must be covered up, even if it is completely 100% irrelevant, e.g. with the explanation of the origin of the money. Their requests, justifications and requirements are contradictory and they migh even change their request on the go (see attachement).
Then i received these requests via email and one of these had nothing to do with the normal requests that I am used to.
1. in the first "security review" email they asked:
-Selfie with id
-Form on the source of funds.
-Statement for 7 months from an account where deposits have been made and no information/events were allowed to be covered. Just to be clear my first deposit was 14th of march 2024.
I asked them for an explanation as to why they really need bank documents for such a long period of time, but I did not receive any logical reason for this. I finally got frustrated and sent them all the requested documents.
After this, they asked for a record of Skrill transactions for 3 months and this had to be complete as well (couldn't be limited to transactions between me and them only). Also delivered this.
Then after this transfers between my own (two) other accounts were requested which were visible on this first (7-month) account statement.
That is, the statement for the other two accounts for March and this one also complete. At this point, fortunately, I also required additional explanations as to why these must be delivered even though no deposits have been made from these accounts (attachement). I got the answer that they only need to confirm the transfers to the account from which the deposits have been made. I stated that I would provide them with this information (which I also provided), but not the entire bank statement, which contains the names of family members and other personal payments that have no significance in terms of the matter. In addition, in this context, I also provided them with the complete statement of the third account for March. With this info they could clearly trace back every transaction between my own accounts as they have wanted and have stated purpose of this review.
Then this changed on the go in the middle of the investigation that both accounts must have complete bank statements from January to March.
These requests for information no longer have anything to do with the analysis of wealth and income information. At no point have they been interested in, for example, salary receipts, tax information or verifying sources of income wtih documents. Only and only the transfers between my own accounts and clearly only my personal expenses, which no person with normal prudence is happy to hand over to outside parties.
As they have demonstrably mentioned that they are only interested in the transfers between my accounts, I cannot understand in this context why they don't just want this information but everything. If they also used a simple math, they would have seen that my own transfers out of the deposit account are higher in net value than the deposits from my own accounts, so there is no so-called additional funds to the deposit account as they have falsely claimed.
All other casinos allow customers to hide irrelevant information from documents if irrelevant but they don't. Why? Overall, this practice of theirs is organizational and submissive. I have never had a similar problem in almost 20 years.
In addition, there is a mention on their website that they can request this security review if the deposits are over €2000 in 6 months.My deposits do not exceed this amount (attachement).
In addition, my profit was developed in the so-called with the old deposit and in the meantime they were not interested in any clarifications until I went to win and tried to withdraw these funds.
I have delivered:
-DL (proof of id)
-POA (proof of address)
-Selfie with id (dl)
-1. Bank statement of bank account used for deposit (trusted) for 7 months. Note: first deposit happened on the 14th of March.
-2.Bank statement(s) of second bank account (transactions between 2nd and 1st account visible as their agent have told they require these)
-3.Bank statement of third account (March).
- Skrill full account history of 3 months.
At this stage, I will submit the documents I consider to be most relevant for the matter.
If necessary, I will be happy to provide additional documents if the casino's reply makes this necessary.
Also I'm more than happy to provide askgamblers any additional documents supporting this case.
I've also tried to escalate this case to their manager with no luck.
I want casino to pay me my pending withdraw immediately, I've already provided more documentation than needed.
