Tried to withdraw 125 euro 3 days ago but I had to verify myself first by their Kyc process this is the first time I encountered a verification system like theres. After sending a scan of my Id card front and back which has been accepted by numerous casino websites which I played on over the past 5 years I instantly got a message back in 15 minutes. That my documents got declined I would understand if I sended a bill or some sort of thing but how can a legally dutch id card be refused while it is accepted on all different websites? My profile and my id card information was filled in correct.
So I went to retry and send my documents again. Unfortunately, there are problems with your documents. Please contact our support team.
Please enter your first and last name exactly as they are written in your identity document.
It keeps saying this and I am denied any further access of submitting my documents.
After reaching out to customer support (Which is friendly all the time) they told me they couldn't do anything and would send this to another department. The next day I login and the issue has not been solved and the live chat told me to clear cookies and try a different browser. Which I also tried and it still doesn't work.
- Chat transcript: < removed chat transcript >
3 days has passed and I cannot even verify myself on the website, and it seems like the website doesn't know how to fix it themselves so I cannot process my withdrawal now.
I would understand if a bill or bank utility bill would be invalid but a official government id card cannot be invalid so I don't understand what reason they could have to deny my Id card.
