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Verification measures cry out for data theft and fraud.

I was asked to send my identity card, which was still in the scope, my phone number, an account statement with my card used & an invoice. All well and good. But when I took all the necessary measures, I was still not verified and the following cannot be beaten in audacity. I was asked to send the front of my credit card, including the expiry date. I wrote with support for an hour and discussed why this was necessary. Nowhere is it in the Terms & Conditions for the verification measures themselves. I had met all the criteria, but the support employee was firmly convinced that he could ask me for a picture of my credit card with the argument from the AGBS:

"The Personal Information which we may request to use and process shall include, without limitation:

Any of the information that you provide to us when filling in the forms on our account registration pages, as well as any other data that you further submit via the Website or email (eg first and last name, date of birth, email address, phone number);

Correspondence made with us via the Website, email, web chat or through other means of communication;

All Player Account transaction history, whether this takes place via the Website (s) or via other means of communication;

Website logins and their details, including traffic data, GeoIP location data, browser / device data, weblogs, activity logs and other traffic information recorded in our system;

Documents and proofs reasonably requested by us to verify your account, to process deposits or withdrawals and to conduct anti-fraud checks (on our own initiative or as required by applicable legislation). Such proofs may include passport scans, payment slips, bank statements, etc.

Survey participations or any other customer assessments that we may carry out from time to time. "

"Such proofs may include passport scans, payment slips, bank statements, etc."

"This" etc "include a great variety of documents as well as credit cards"

He referred to an "etc" in the AGBS to request more highly private data from me so that I can verify my account which is just brazen and smells of fraud.

At the time he had my verified cell phone number, my ID card (which was actually too much)

An account statement from my credit card + A physical picture of my credit card where the expiry date and the middle 8 numbers were censored.

There is absolutely no reason why I should send this uncensored since he had more than enough data from me to know that I really am.

Furthermore, he referred to the "internal protocol" of the site's license, which is not visible and what the site is doing, not the Terms & Conditions.

Apparently the AGBS / Terms & Conditions are worthless and do not exist according to logic.

They don't want to have my profit paid out.

I do not recommend anyone to use the site and to be extremely careful when dealing with it.

Die Verifizierungsmaßnahmen schreien nach Datenklau und Betrug.

Von mir wurde erst verlangt meinen Personalausweis zu schicken, was noch im Rahmen war, dazu meine Telefonnummer, einen Kontoauszug mit meiner benutzten Karte & eine Rechnung. Alles schön und gut. Aber als ich alle erforderlichen Maßnahmen erfüllte, war ich immernoch nicht verifiziert und das folgende ist an dreistigkeit nicht zu überbieten. Von mir wurde verlangt die Vorderseite meiner Kreditkarte zu schicken inklusive Ablaufdatum. Ich schrieb mit dem Support eine Stunde lang und diskutierte warum dies nötig sei. Es steht nirgendswo in den Terms & Conditions sowohl bei dem Verifizierungsmaßnahmen an sich. Alle Kriterien hatte ich erfüllt, doch der Support-Mitarbeiter war der festen überzeugung er dürfe von mir ein Bild meiner Kreditkarte verlangen mit dem Argument aus den AGBS :

"The Personal Information which we may request to use and process shall include, without limitation:

Any of the information that you provide to us when filling in the forms on our account registration pages, as well as any other data that you further submit via the Website or email (e.g. first and last name, date of birth, email address, phone number);

Correspondence made with us via the Website, email, web chat or through other means of communication;

All Player Account transaction history, whether this takes place via the Website(s) or via other means of communication;

Website logins and their details, including traffic data, GeoIP location data, browser/device data, weblogs, activity logs and other traffic information recorded in our system;

Documents and proofs reasonably requested by us to verify your account, to process deposits or withdrawals and to conduct anti-fraud checks (on our own initiative or as required by applicable legislation). Such proofs may include passport scans, payment slips, bank statements, etc.

Survey participations or any other customer assessments that we may carry out from time to time."

"Such proofs may include passport scans, payment slips, bank statements, etc."

"This "etc" include a great variety of documents as well as credit cards"

Er berief sich auf ein "etc" in dem AGBS um weitere höchst Private Daten von mir zu verlangen damit ich meinen Account verifizieren kann was einfach nur dreist ist und nach Betrug riecht.

Dazu besaß er zu dem Zeitpunkt meine verifizierte Handy Nr, meinen Personalausweiß!(was eigentlich schon zu viel war)

Einen Kontoauszug von meiner Kreditkarte + Ein physisches Bild meiner Kreditkarte wo das Ablaufdatum sowie die mittleren 8 Zahlen zensiert waren.

Es gibt absolut keinen Grund warum ich dies unzensiert schicken sollte da er mehr als genug Daten von mir hatte um zu wissen, dass ich es wirklich bin.

Weiterhin bezog er sich auf das "innere Protokoll" der Lizenz der Seite welches nicht einsehbar ist und womit die Seite agiere, nicht den Terms & Conditions.

Scheinbar Sind die AGBS/Terms&Conditions wertlos und existieren garnicht nach der Logik.

Meinen Gewinn wollen sie nicht auszahlen lassen.

Ich empfehle niemanden die Seite zu benutzen und höchst vorsichtig zu sein im Umgang mit ihr.

Dear Yannik,

Thank you for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Every casino is unique and requires different documents from the player.

I would like to know if this was this your first withdrawal request. Additionally, I would recommend you to fully cooperate with the casino and provide all the necessary documents and in a sufficient quality as soon as possible.

We will try our best and I hope we will be able to help you. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thanks for the quick reply, but how can it be right to refer to an "etc" in the terms and conditions & request my credit card? Alone with my identity card and the expiry date of the card + the number can cause immense damage. I find this procedure sounds like fraud or am I the only one?

Hallo Kristina,

Danke für die schnelle Antwort, aber wie kann es rechtens sein, sich auf ein "etc" in den AGBs zu beziehen & meine Kreditkarte zu verlangen? Alleine mit meinem Personalausweis und dem Ablaufdatum der Karte + die Nummer kann immenser Schaden verursacht werden. Ich finde dieses Prozedere hört sich einfach nach Betrug an oder bin ich da der einzige?

Thank you very much Yannik for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Yannik,

I'm taking over your case. Has the casino specifically required a picture of your credit card where the whole card number must be visible? Usually, only the last 4 digits have to be visible, the rest can be blurred out as well as the CVV number on the other side.

Dear Yannik,

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

Unfortunately, we’re rejecting this complaint because the player stopped responding to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.