What Happened
A player from Israel came back to an old account, deposited just under $5,000 and grew the balance to $12,500. At withdrawal the casino asked for KYC. The player says it turned down their proof of address, a council tax bill in Hebrew, because it does not take digital copies, and that the checks dragged on for three weeks and ended with a recorded video call.
How It Developed
- Complaint opened. The player said the documents were real, that the casino kept asking for more, and asked the mediator to step in.
- The player posted that their next step would be a complaint to a gambling regulator.
- The casino said it restricted the account during the video check and found that the player had deposited from a country its terms do not allow.
- The casino said it voided the play, returned the last deposit in full, and would close the account once that money was withdrawn.
- The player says they took out the deposit but lost the winnings. They say they gave their country from the start, asked why earlier losses were not refunded, and wanted their documents and the call recording deleted.
- The mediator closed the complaint, pointing to both sides' latest posts.
Rejected
The casino voided the winnings under its banned-country rule and returned the last deposit; the player did not get the $12,500 balance.
What Has (and Hasn't) Helped
Check the casino's list of banned countries before you deposit. Here the casino used that rule to cancel the winnings and hand back only the last deposit. The player says they named their country early on, but that did not save the balance.