Red Stag Casino - 検証の問題により、プレイヤーの引き出しが遅れています。

This casino is deliberately stalling account verification to delay withdrawal payments.

They requested a photo of drivers license front/back as well as a selfie of me holding the license and also a utility bill to confirm address.

First they said my utility bill didn't show my name and address, which it very clearly did, then they said they selfie wasn't high enough resolution, which it is (full resolution iphone photo), nonetheless I sent them the original high quality image, now they are complaining that I am covering the edges of the card with my fingers: I would like to see someone hold a card and cover less of it with their fingers than I am here, I have attached a censored version of the selfie where you can clearly see I am covering virtually nothing of the card beyond what is required to actually hold the card, no information, barely even an edge (I'm not sure if the image uploader worked).

Very dodgy tactics by this casino and I would expect most people would've given up and lost their money in frustration by now.

Dear suavecigarbro, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please specify if any of the documents you submitted for identity verification have been approved by the casino?

Kindly forward me the documents you sent to the casino at veronika.l@casino.guru.

Please keep in mind that when you upload a selfie for verification, it has to meet the following requirements:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

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, 

Veronika

I have emailed you all the verification documents.

I am confident that when you review the holding selfie that they rejected because I was "covering the edges" you will see they are being completely unreasonable.

Thank you

An update:

They rejected my utility bill saying it didn't show my name and address when it was clearly shown at the top.

Then rejected my selfie saying it was low resolution when it wasn't.

Then rejected it saying I was covering the edges when I was not at all.

After providing all new docs they say they need a phone call and give me a disconnected number to call.

Then they say they will call me and never do.

Then they provide a timeslot they will call in, but never do, so I've stayed up all night on a work night with the flu for nothing,

Then they say the number I gave them isn't working, funny because you managed to call me on it AT 3AM and leave a voicemail.

Then they want another selfie of me holding a sign.

Then they say I don't look "serious enough" in the sign selfie

Then they say the G looks like an E on the sign.

Next they will want a video of me juggling and singing and a DNA sample.

I would like casino guru to step in here as I feel this has gone on long enough, I don't have time for this nonsense.

So I was joking when I said they would next want a video of me juggling, but now, in addition to all the information I have provided them over the past two weeks, dozens of photos, EACH TIME they say THIS WILL BE THE LAST THING they ask for something else, now they want ANOTHER different ID type, and a FULL BODY PHOTO and sure why not ANOTHER different proof of address.

Once again I am begging casino guru to step in here and stop this madness - not just forward me their new request as they come in each day. I am sick, I have work and 3 kids and I do not have time for this ridiculous game they are playing.

You need to step in and put an end to this.

Here is the final list of demands they have requested, each time saying each item will be the last, only for it to be followed by another one the next day:

They rejected my utility bill saying it didn't show my name and address when it was clearly shown at the top.

Then rejected my selfie saying it was low resolution when it wasn't.

Then rejected it saying I was covering the edges when I was not at all.

After providing all new docs they say they need a phone call and give me a disconnected number to call.

Then they say they will call me and never do.

Then they provide a timeslot they will call in, but never do, so I've stayed up all night on a work night with the flu for nothing,

Then they say the number I gave them isn't working, funny because you managed to call me on it AT 3AM and leave a voicemail.

Then they want another selfie of me holding a sign.

Then they say I don't look "serious enough" in the sign selfie

Then they say the G looks like an E on the sign.

Now they want a FULL BODY selfie holding a Different form of ID with front and back

AND another proof of address

I will no longer communicate with this casino as I do not believe they are acting in good faith.

I leave this in Casino Guru's hands, I do not have the ability to deal with this stress any longer.

If it would put an end to it I will send casino guru a video of me saying and doing whatever they want.

Thank you very much, suavecigarbro, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello suavecigarbro,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Please forward me all the pictures and documents you have provided the casino team for the KYC.

We would like to invite Red Stag Casino to join the conversation.

Dear Red Stag Casino,  

I would appreciate your clarification regarding the reasons why the documents and images submitted by the player have been considered inadequate for the KYC process. The player has indicated that they have supplied multiple images of their ID along with other requested documentation. Could you please explain why even these submissions did not meet the necessary requirements?

I also have someone sending me direct emails telling me they can solve my problem in 1 hour... is my email shown on this website? If not then I believe someone from within Red Stag may be trying to scam me.

Michael: If you want me to send you everything I have sent please let me know your email address, thank you.

Dear suavecigarbro,

No, your email is not publicly visible on our forum. It is possible that someone from the casino has contacted you, but it is prudent to remain cautious and refrain from disclosing any personal information without some verification. Kindly request that they identify themselves and specify the company they represent.

If you want to share any details regarding your case with me, feel free to do so to my email, michal.k@casino.guru