LiliBet Casino - Играчът се бори да завърши проверката на акаунта.

After I won casino requested some documents from me. I sent the documents but they were not accepted( did not correspond to our security standard as casino wrote). After some time I received the following email from casino: "Please note that during a routine check of your account our security team noticed that you have breached our bonus Terms and Conditions.

We would like to refer you to the following section of our Terms and Conditions:

2.4.7. In the event of a customer failing to provide us with the requested documents within 30 days as of the date of the request, we may confiscate any winnings on the account, return the original deposit or remaining balance (as the case may be), to the customer (subject to reasonable charges) and close the account.

Please note that in such cases we reserve the right to cancel and seize all winnings from the bonus.

As such your withdrawal has been cancelled and corrections have been made to your balance."

This is not right somehow because I was trying to verify my account and was sending the documents to casino. Yes it took me some time but I had my reasons. Can you help me?

Dear Romna,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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

Casino replied that my selfie images "did not correspond to our security standards". I don't know what it means.

It was a couple of months ago. I hope it is not a problem.

Do I understand correctly that a selfie seems to be the only obstacle standing between you and your winnings? I could only suggest sending another selfie from a different angle. Please bear in mind these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

I am ready to make another selfie but if you check my first message you will see that casino removed my winning.

"2.4.7. In the event of a customer failing to provide us with the requested documents within 30 days as of the date of the request, we may confiscate any winnings on the account, return the original deposit or remaining balance (as the case may be), to the customer (subject to reasonable charges) and close the account."

Do you think it is fair to set such a time frame? I can understand if there were no docs at all from me but I was sending my selfies to casino and was trying to verify my account.

The one-month timeframe is definitely not customer-friendly, especially if players are trying actively to verify their accounts during this time. Could you please advise if you have sent already new selfies and if they were approved?

No, I wanted to wait for your decision prior sending any documents because in this case casino will refund me only my deposit. But If you think I have to do it, then I will do it. Waiting for your reply.

Please send a new selfie to casino and keep me informed about any further developments. Looking forward to hearing from you

I have sent my documents to casino. Waiting for reply now.

Thank you for the update, Romna. Please keep me informed about any further developments.

Dear Romna,

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

Sorry for my late reply. I provided documents to casino but after casino requested from me to complete the online verification. My verification has been successfully completed according to the note in casino. The only problem is that I have only my deposit amount in casino. I hope you can help me further.

Do I understand correctly that your account has been verified successfully already but instead of winnings you found only the deposit amount inside your account? Could you please advise how much is it?

Yes, that is correct. I have only 250 EUR on my balance.

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

Hello Romna,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LiliBet Casino to join the conversation and participate in the resolution of this complaint.

Dear LiliBet Casino,

We do not consider the aforementioned term to be very fair, as there are many reasons a player may not be able to provide documents in such a timeframe. While verification is of course very important, we do not consider failure to provide documents within such a timeframe to be a sufficient reason for confiscating winnings.

As the player has since completed verification of their account, is it still necessary to enforce this rule?

Kind regards,

Adam

Dear Romna,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask LilliBet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

No, there were no news from casino

Hello Adam,

Upon reviewing the user's account we can see that verification had first been requested on December 31st 2020. The customer appears to have failed to provide the requested documents with the last communication from our team requesting the necessary documents for verification being on February 10th 2021. With the customer sending no response whatsoever for over 2 months afterwards on April 15th 2021 the following term was invoked, after the customer had failed to verify their account for roughly 4 months:

2.4.7. In the event of a customer failing to provide us with the requested documents within 30 days as of the date of the request, we may confiscate any winnings on the account, return the original deposit or remaining balance (as the case may be), to the customer (subject to reasonable charges) and close the account.

There has been no communication from the customer since, with them appearing to have only recently verified their account successfully on July 17th 2022 (over a year and a half since the original request for verification).

Their original deposit has been returned in full, is present on the account and the user may feel free to either play with their funds or withdraw them.

We hope this brings some clarity to the situation.

Kind regards,

Lilibet Team

I attached a couple of screenshots were you can see that I have sent my documents to casino in order to verify my account but my documents were not accepted, so at some point I just gave up because I did not know was wrong. My point is that I did not ignore the request from casino and did many attempts to provide the requested documents.

Dear LiliBet Casino,

Thank you for your response. It appears from the screenshots provided by the player that they were indeed attempting to complete the verification process in January 2021, but the documents were not accepted for some reason.

Dear Romna,

Did you receive any information from the casino that told you why the documents were not accepted, and how you should have proceeded to be able to complete the verification correctly?

Please forward any e-mail communication that may be relevant to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

The explanation was "We are sorry to inform you that unfortunately some of the submitted images could not be accepted as they did not correspond to our security standards."

Thank you Romna for the additional information.

Dear LiliBet Casino,

We find the aforementioned term unfair when used as a reason to confiscate winnings and prefer the account to merely be blocked until verified if a timeframe of any less than 180 days is used. Also, it seems that the player was trying to complete the verification process previously but some documents were repeatedly not accepted, and apparently no explanation of how to supply the documents correctly was given.

Due to these reasons and the fact that the player has since been verified, we believe the casino should consider paying the player their winnings in this case.

Kind regards,

Adam

Dear Adam,

After a careful review of the case in question and considering the fact that the customer has recently managed to verify their account successfully, we would like to let you know that the full balance has been added back onto the user's account and is in their available balance.

We thank you for reaching out and for your cooperation with this matter.

Kind regards,

Lilibet Team

Dear Lilibet team,

Thank you for your assistance and understanding.

Dear Romna,

Can you please confirm the above and that the matter has now been resolved?

Kind regards,

Adam

Casino added the full balance to my account and requested the withdrawal but my withdrawal is still pending in casino for now

Hello Romna,

Thank you for the update. We will keep this complaint open until you have confirmed receipt of your payment, please continue to keep us informed of any developments.

Kind regards,

Adam

I received my withdrawal today. Thank you

Dear Romna,

I'm glad to hear that your issue has been resolved and you have received your payment. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam