Casinochan - Hráč se snaží dokončit ověření KYC.

Something called "Bank Transfer" as the only available method of me withdrawing. I used debit/gigadat to deposit. I deposited 60, 60 and 30 the first day i signed on. 150 in total. I won enough to withdraw 500 which is the minimum you can withdraw using bank transfer. I provided them with bank info and address info. they wanted proper ID for which i used my drivers license. I provided a recent phone bill and I provided pictures of my bank transactions showing the money i deposited up to the point that i asked for a cashout. One was right from the bank teller and another was right from my online banking account. Again, each documentation showing my legal name (Robert) but not my name my family has and still calls me which is Bobby. They cancelled my request and asked why I'm using a different name. lol I've tried at least 10 times to cashout each time providing further proof to the validity of who i am , my address and my banking. They still refuse and when they respond by email only, they just say the documentation i provided wasn't adequate and that I need to speak with support which are only available by email or chat. Neither tell me exactly what the problem is. I would like to file a complaint with whoever issued their gaming license and I would like to file a complaint with the group that regulates online gaming

Dear Bobby,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that for opening the account and on your bills, you have 2 different first names? Could you please clarify which name you have used when opening the account? How exactly is your name written on the bills? 

If you wish to contact the Licensing Authority, you could do so, after this attempt to resolve your issue is unsuccessful. The Licensing Authority for the Casinochan is Curaçao Anthillephone. I have checked their website, and this is what I found:

"Antillephone should only be contacted by players when they believe an Оperator is in breach of their license. All disputes with an Оperator about a payout, a blocked account, a delay, broken features and so on, should first be taken up directly with the Оperator. If no resolution is found there are number of independent bodies you can contact, which should be listed on the an Оperator website."

Contact email: certria@gaminglicences.com

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Bobby,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.