Red Stag Casino - Виведення гравця затримується через проблеми з перевіркою.

This casino is deliberately stalling account verification to delay withdrawal payments.

They requested a photo of drivers license front/back as well as a selfie of me holding the license and also a utility bill to confirm address.

First they said my utility bill didn't show my name and address, which it very clearly did, then they said they selfie wasn't high enough resolution, which it is (full resolution iphone photo), nonetheless I sent them the original high quality image, now they are complaining that I am covering the edges of the card with my fingers: I would like to see someone hold a card and cover less of it with their fingers than I am here, I have attached a censored version of the selfie where you can clearly see I am covering virtually nothing of the card beyond what is required to actually hold the card, no information, barely even an edge (I'm not sure if the image uploader worked).

Very dodgy tactics by this casino and I would expect most people would've given up and lost their money in frustration by now.

Dear suavecigarbro, 

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

Could you please specify if any of the documents you submitted for identity verification have been approved by the casino?

Kindly forward me the documents you sent to the casino at veronika.l@casino.guru.

Please keep in mind that when you upload a selfie for verification, it has to meet the following requirements:

• The photo should be clear and of high quality.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

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, 

Veronika

I have emailed you all the verification documents.

I am confident that when you review the holding selfie that they rejected because I was "covering the edges" you will see they are being completely unreasonable.

Thank you

An update:

They rejected my utility bill saying it didn't show my name and address when it was clearly shown at the top.

Then rejected my selfie saying it was low resolution when it wasn't.

Then rejected it saying I was covering the edges when I was not at all.

After providing all new docs they say they need a phone call and give me a disconnected number to call.

Then they say they will call me and never do.

Then they provide a timeslot they will call in, but never do, so I've stayed up all night on a work night with the flu for nothing,

Then they say the number I gave them isn't working, funny because you managed to call me on it AT 3AM and leave a voicemail.

Then they want another selfie of me holding a sign.

Then they say I don't look "serious enough" in the sign selfie

Then they say the G looks like an E on the sign.

Next they will want a video of me juggling and singing and a DNA sample.

I would like casino guru to step in here as I feel this has gone on long enough, I don't have time for this nonsense.

So I was joking when I said they would next want a video of me juggling, but now, in addition to all the information I have provided them over the past two weeks, dozens of photos, EACH TIME they say THIS WILL BE THE LAST THING they ask for something else, now they want ANOTHER different ID type, and a FULL BODY PHOTO and sure why not ANOTHER different proof of address.

Once again I am begging casino guru to step in here and stop this madness - not just forward me their new request as they come in each day. I am sick, I have work and 3 kids and I do not have time for this ridiculous game they are playing.

You need to step in and put an end to this.

Here is the final list of demands they have requested, each time saying each item will be the last, only for it to be followed by another one the next day:

They rejected my utility bill saying it didn't show my name and address when it was clearly shown at the top.

Then rejected my selfie saying it was low resolution when it wasn't.

Then rejected it saying I was covering the edges when I was not at all.

After providing all new docs they say they need a phone call and give me a disconnected number to call.

Then they say they will call me and never do.

Then they provide a timeslot they will call in, but never do, so I've stayed up all night on a work night with the flu for nothing,

Then they say the number I gave them isn't working, funny because you managed to call me on it AT 3AM and leave a voicemail.

Then they want another selfie of me holding a sign.

Then they say I don't look "serious enough" in the sign selfie

Then they say the G looks like an E on the sign.

Now they want a FULL BODY selfie holding a Different form of ID with front and back

AND another proof of address

I will no longer communicate with this casino as I do not believe they are acting in good faith.

I leave this in Casino Guru's hands, I do not have the ability to deal with this stress any longer.

If it would put an end to it I will send casino guru a video of me saying and doing whatever they want.

Thank you very much, suavecigarbro, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.

Hello suavecigarbro,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Please forward me all the pictures and documents you have provided the casino team for the KYC.

We would like to invite Red Stag Casino to join the conversation.

Dear Red Stag Casino,  

I would appreciate your clarification regarding the reasons why the documents and images submitted by the player have been considered inadequate for the KYC process. The player has indicated that they have supplied multiple images of their ID along with other requested documentation. Could you please explain why even these submissions did not meet the necessary requirements?

I also have someone sending me direct emails telling me they can solve my problem in 1 hour... is my email shown on this website? If not then I believe someone from within Red Stag may be trying to scam me.

Michael: If you want me to send you everything I have sent please let me know your email address, thank you.

Dear suavecigarbro,

No, your email is not publicly visible on our forum. It is possible that someone from the casino has contacted you, but it is prudent to remain cautious and refrain from disclosing any personal information without some verification. Kindly request that they identify themselves and specify the company they represent.

If you want to share any details regarding your case with me, feel free to do so to my email, michal.k@casino.guru

I have lost complete faith in this system... I have not given out my email address to anyone except you and red stag casino. So someone either here or there has leaked it or is abusing it, sending me messages pretending to be from casino guru to get my documents or try and steal my winnings perhaps.

There is an email pretending to be from here: caisnoguru@consultant.com (they were the ones asking for a call to +18552828681) and another person who alleges they are just a friendly person trying to help me out, I won't expose their email address at this time, but they are probably the same person, and it seems likely they are from red stag as they are asking for the exact same things that red stag are (eg,"alternative valid ID").

Michal- I have re-sent all my documents to you, since it seems the whole internet probably has them now I guess it doesn't matter sending them to one more person...

Dear suavecigarbro,

I have received your email successfully and I have responded back.

Dear Red Stag Casino,

I kindly ask for your clarification as to why the documents and images submitted by the player have been considered inadequate for the KYC process.

I'm looking forward to your response.

Hi there, 

I'd like to clarify the current situation regarding your account verification:

Our Security Department has identified some documentation discrepancies and has been attempting to reach you by phone without success. On November 14th, our team sent you an email requesting:

1. An alternative valid photo ID (passport or identification card) showing your complete name

2. A photo of you holding this ID

3. A recent proof of address (within 90 days) such as a utility bill or bank statement

4. Clarification regarding the mismatch between your IP address and registered address

We take account security very seriously to protect both our players and maintain regulatory compliance. We're ready to assist you in resolving these verification requirements as quickly as possible.

Please respond to our Security Team's email with the requested documentation, or contact our support team if you need any clarification.

Hello Redstag security,

What has happened, I believe, is this:

Initially I opened this complaint because you: 1. said my address verification document didn't show my name and address when it did, and 2. said I was covering my ID with my fingers when I was not.

However as soon as I opened this complaint I was contacted by casinoguru@consultant.com with a seemingly legitimate email asking me for various documents and information. I believe this person is a scammer from India (they have emailed me from another account since as well) targeting all new disputes on this site regarding withdrawals trying to intercept the documentation and hijack the players accounts and divert their winnings.

I am currently in communication with casino guru regarding this potentially major security risk to it's users.

I believe this will explain this other IP you are referring to, I can only assume they tried to reset my account with the Forgot Password functionality since they requested my username/date of birth etc.

I would like my player account on Redstag permanently locked to prevent them from getting in.

Regarding the phone call- I was communicating with this scam email address and they were asking for that as well, so I can only assume they were forwarding YOUR requests to them on to ME somehow, they asked me to call 18552828681 which was disconnected, and said they'd call at a certain time and never did, only to then call 3 times at 3am in the morning.

I do not have my phone on at work and don't have much availability at night, but can take a call, if it's done within a reasonable timeframe. Not 3am.

I can not find my passport at the moment, I don't know if it's expired or not, what other ID will you accept? Medicare card?

I would also like to ensure that the scammer has not changed my withdrawal bitcoin address so I will send that to you via email with the other documents once I have clarity on what you need and confirmation that it will be the LAST information you will require as you have been saying that each thing I send will be the last thing required for weeks now.

Dear Red Stag Casino, 

I understand that all players must submit certain documents as part of the verification process. I would like to suggest conducting a video verification call with the player, which could be a useful way to confirm their identity and address questions regarding IP changes or other concerns you may have. Additionally, I believe this approach could help expedite the overall process. I would appreciate hearing your thoughts on this suggestion.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear suavecigarbro and Red Stag Casino,

As per our email communication, I believe things are moving the right way. I’m hopeful that the player’s additional documents will receive approval and that the verification process will conclude successfully.

Yes, I sent them all the new documents they requested a week ago. No response.

To share your verification documents with Casino Guru for mediation purposes, we require your explicit written authorization. Due to data protection regulations, this consent must come directly from you as the account holder. 

Please send an email to the same address you've been using for document submission, specifically stating:

- Which documents may be shared

- The specific third party authorized to receive them (Casino Guru)

- The purpose of sharing this information

Once we receive this written consent, we can proceed with sharing the authorized documentation through appropriate secure channels.

I have already sent casino guru the documents, I CC'd them on the email I sent you 10 days ago with the latest round of documents you requested.

Dear Red Stag Casino,  

As previously indicated by the player, we have obtained the player's documents and are now looking forward to your response. If there are any details that cannot be shared publicly, please feel free to reach out to me directly via email at michal.k@casino.guru

Hi Michal I have sent you an email yesterday.

Dear Red Stag team,

I have replied to your email and am looking forward to your feedback.

Dear suavecigarbro,  

Could you please indicate a convenient time for you to participate in a potential verification phone or video call?

I can do a verification phone call at any reasonable time in Australia if you let me know when ahead of time.

Dear suavecigarbro,

I have sent you an email. Additionally for us to receive the crucial information and evidence from the casino team to be able to fairly and fully assess the situation explicit written authorization from you is necessary as the casino team already mentioned above.

Please send an email to the same address you've been using for document submission (please make sure my email address michal.k@casino.guru is in the "Cc"), specifically stating that you authorize us (Casino Guru) to obtain all pertinent information and documentation that may assist in clarifying the situation and identifying a suitable resolution for the complaint, if possible.

Thank you

I did that. didn't notice I had to reply here also.

merry xmas

Thank you for all your emails with information and supporting evidence, Red Stag Casino team.

Dear suavecigarbro,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, original documents in the player’s name. Unfortunately, in this instance, some of the documents provided were either no longer valid or appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited.

When these issues arise, casinos are fully entitled to take decisive action, including cancelling withdrawals and permanently closing player accounts. Furthermore, the casino security detected the employment of a strategy that is deemed forbidden by the casino team while playing certain slots, or maybe better to say the usage of the special feature of the slots. However, the main point remains that your failure to meet KYC and AML requirements leaves no room for further action. Upon review, we find the casino’s rationale, as outlined in their correspondence to you, to be justified under these circumstances.

I wish I had better news, but regrettably, given these findings, I am unable to assist you further. Consequently, this complaint will now have to be closed as rejected.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best Regards,

Michal

Casino Guru