Need advice on Optibet verification

[Juicci1]

Hi, 

I'm having issues with Optibet verification (KYC) process. They require following:

Proof of credit card payment

Provide bank statement with visible deposit from your credit card to our site. IBAN number, bank name, your full name, date, card number/details should be visible in a screenshot or PDF file. In a screenshot full website URL should be visible.

The problem is that in my bank IBAN numbers are shown only in the bank statement with regular bank transfer, not in the credit card stream. Operators are not willing to accept the document of bank transfer but only the cc payment with IBAN numbers. 

Have you come across anything like this? What to do when a casino ask something that you can't provide?

I think no other casino have the same kind of requirement for KYC process?

 

[cocopop3011]

Hi and welcome to the forum. Which country are you from please?

Seems like an odd request, have you told them that what they have requested will be on two different documents?

[Blackjax]

I am aware of casinos asking for IBAN to transfer funds to bank but IBAN for credit card statement is a first. 

Did you contact your bank regarding this? Banks do generate specific statements if a customer wants certain details. You can try that.

[Juicci1]

Hello and thank you!

I'm from Finland. It is a very odd request indeed. Yes, I told them that unfortunately I can't provide such information because in my credit card- transactions there are no IBAN numbers. So I uploaded two different transaction statements one from my cc and one from my bank account so that the IBAN numbers where provided as well (both accounted to the Casino). They rejected both of these document.

They stoped responding my messages and told that the account remains restricted as long as they get the document with all the listed information. Been their customer since 2016 with no issues before. Moving money both ways and identifying by drivers licence. Now they wanted me to upload a set of new document because of the regulations. 

I asked the bank and they said they can modify the statement as needed but then it wouldn't be a website anymore, and Optibet requires  "a screenshot full website URL".  

And of course these specific statements costs extra and not guaranteed that the modified document would be approved by Optibet. There are no examples how it should look like and no other casino has the same KYC- demands.

[cocopop3011]

46 minutes ago, Juicci1 said:

Hello and thank you!

I'm from Finland. It is a very odd request indeed. Yes, I told them that unfortunately I can't provide such information because in my credit card- transactions there are no IBAN numbers. So I uploaded two different transactions statement one from my cc and one from my bank account so that the IBAN numbers where provided as well (both accounted to the Casino). They rejected both of these document.

They stoped responding my messages and told that the account remains restricted as long as they get the document with all the listed information. Been their customer since 2016 with no issues before. Moving money both ways and identifying by drivers licence. Now they wanted me to upload a set of new document because of the regulations. 

I asked the bank and they said they can modify the statement as needed but then it wouldn't be a website anymore, and Optibet requires  "a screenshot full website URL".  

And of course these specific statements costs extra and not guaranteed that the modified document would be approved by Optibet. There are no examples how it should look like and no other casino has the same KYC- demands.

Okay in this case, since they’ve stopped responding and are asking you for a document that is impossible to get you can try using our complaints service? Do you know how to create a complaint? 
 

Please make sure to include everything you have told us and an evidence you have to support your complaint. 
 

Just checked my own credit card statement and there’s no IBAN of course, mines not even with my bank!

[Juicci1]

Yes, it seems that I need use some complaints service. In Optibet website they advice to use IBAS for Alternate Dispute Resolution, I guess I can try yours though. 

I have two complaints to file, one is this restriction issue and the another is about missing casino winnings. Winnings are now 97 hours delayed and I'm not sure should wait some more or is it just wise to file the claim now. 

[cocopop3011]

2 hours ago, Juicci1 said:

Yes, it seems that I need use some complaints service. In Optibet website they advice to use IBAS for Alternate Dispute Resolution, I guess I can try yours though. 

I have two complaints to file, one is this restriction issue and the another is about missing casino winnings. Winnings are now 97 hours delayed and I'm not sure should wait some more or is it just wise to file the claim now. 

If you feel like you have exhausted all your options but more importantly, the casino is not replying anymore, then yes I would file a complaint with us now. Please make it clear that the document they are requesting does not exist as your CC does not have an IBAN number. The more information the better, also let them know the casino are failing to respond. Please also include pictures of any conversations or emails you have from them.

[Juicci1]

9 hours ago, cocopop3011 said:

If you feel like you have exhausted all your options but more importantly, the casino is not replying anymore, then yes I would file a complaint with us now. Please make it clear that the document they are requesting does not exist as your CC does not have an IBAN number. The more information the better, also let them know the casino are failing to respond. Please also include pictures of any conversations or emails you have from them.

Ok, thank you very much. Should I add the case for missing winnings to the same complaint or make a separate complaint for both cases?

[cocopop3011]

1 hour ago, Juicci1 said:

Ok, thank you very much. Should I add the case for missing winnings to the same complaint or make a separate complaint for both cases?

You can include both issues in the same complaint, it’s very important that your complaint is as detailed as possible, especially since this is such an unusual one. Let me know if you need any assistance of course. 

[Juicci1]

10 hours ago, cocopop3011 said:

You can include both issues in the same complaint, it’s very important that your complaint is as detailed as possible, especially since this is such an unusual one. Let me know if you need any assistance of course. 

Complaint submitted. It is now waiting for approval.

[cocopop3011]

14 minutes ago, Juicci1 said:

Complaint submitted. It is now waiting for approval.

Great! Please allow up to 96 hours which may not include weekends. Good luck.