JustCasino - Cierre de cuenta del jugador y solicitud excesiva de verificación.

I got lucky on my third deposit and wanted to withdraw $1181 after wagering the bonus. I uploaded all the standard documents for verification but soon after this they closed my account without giving any reason.

After contacting them a couple of times and asking what was wrong, they finally sent the following email asking for some other documents regarding my personal finance.

Dear Santiago,

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Please upload a selfie with your ID + a note on a checkered/lined piece of paper saying "Hello", and the current date. Please note, that the sheet shouldn't be monotone. Use a sheet with additional textures, e.g. checkered one.

For additional verification of your account, we would ask you to upload the following documents into your profile (Verification tab):

1) a document (or documents) showing the flow of funds on the account (the last 3 months) that you have used for deposition in our casino. It can be a PDF bank statement, e-wallet statement, crypto transaction history for the last 3 months. We need to see all transactions made by using these bank / e-wallet accounts (we need to see all transactions made, not only the deposits to our casino).

2) a document (or documents) showing the source of your income which used for depositing in our casino during the last 3 months.

For example: 3 months salary slips, proof of business ownership with the cashflow, selling a property, an inheritance payment, or a divorce settlement, etc.

3) a detailed bank statement in PDF format showing that your income (the origin of funds) has been credited to your bank account for the past 3 months or more.

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Should you have any questions or doubts, please do not hesitate to contact us via email support@justcasino.com or via chat.

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Thanks for choosing JustCasino.

I sent them the selfie and explained that I will refuse to send the other documents as this is just insane to ask for. How can a casino ask for this? They have no right to look at my personal finance.

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Dear santiagomm,

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.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

Please understand that the requested information is vital for the casino to ensure the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations are typically mandated by the Licensing Authority for the Gaming and Gambling Industry, and all licensed casinos must adhere to these policies. While the casino's verification process may seem stringent, it is not uncommon within the industry.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear santiagomm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I am really disappointed to see that you are taking the casino¨'s side here. This is just a way for the casino to avoid paying their customers.

The things they are requesting are just insane! There is no way a casino has the right to look at my personal finance!

To answer your question, Petronella. No, that is not the problem. They don't want me to verify the payment method. The deposit was a crypto deposit and the bank statement I already sent them was just to verify my address. What they are now asking for has nothing to do with my deposit or my activity at the casino. Please read their email I pasted here earlier once again and tell me that their requirements are not absolutely insane!

Hi santiagomm,

I understand that the current issue is the Proof of Income. As I mentioned earlier, it is not unusual for a casino to request this information.

Please be aware that the requested information is crucial for the casino to verify the legality of your funds and your financial capacity to participate in betting activities. Anti-Money Laundering (AML) regulations, typically mandated by the Licensing Authority for the Gaming and Gambling Industry, require all licensed casinos to adhere to these policies. While the casino's verification process may seem stringent, it is standard practice within the industry.

I recommend that you comply with the casino's requests and provide all necessary documents.

Please let me know if you have any questions.

Dear santiagomm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

How can you say that this is standard procedure? I have never heard anything like this before. I made a crypto deposit so why are they asking for pay slips and proof of these funds coming in to my bank account? That has nothing to do with my gaming activity.

They only thing I can agree to sending them is the 3 months history for the wallet I used to make the deposit. I will do this if they promise that they will pay my winnings.

Hi santiagomm,

I can't determine if a 3-month history for the wallet you used to make deposits will be sufficient for the casino to verify that you played with your own money. Please follow the casino's instructions and keep me updated on any developments. I can only advise you to fully cooperate, as the casino is verifying that the funds used to gamble are your own, which is a standard procedure, as I mentioned earlier.

Thank you.

Dear santiagomm,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.