What Happened
A player from Nigeria says Betcoin.ag sent them an identity check through an outside video tool after a cashout request on 5 October 2026. They say the video recorder kept looping and would not finish, and that support would not take documents by email. After they raised the fault in live chat, the player says, the account was locked and chat was cut off.
How It Developed
- Complaint opened with a screen recording of the check and the email thread. The player asked for a working check and the pending withdrawal.
- The casino said its management and security team were reviewing the case and promised an update within three business days.
- The player said the account was still locked and the money still out of reach.
- The casino said its review found the player had tried to deceive the identity check. It cited rules that KYC must be done from the same device and connection used to play, and said it sent its evidence to the mediator.
- The mediator found the casino had acted within its terms, closed the case and pointed the player to a regulator or ADR body.
Rejected
The mediator found the casino acted within its terms. The casino says the player tried to deceive the ID check; the account stays locked.
What Has (and Hasn't) Helped
The mediator accepted the casino's private evidence, so nothing came back. If a video check fails, record the fault, but run the check from the same device and internet connection you play on, because these terms require it.