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Hello,

I was asked to verify the card used for the deposit of 40.00 euros.

I have an account at Intesa San Paolo and to make the deposit I used a virtual card linked to the account.

For verification they initially wanted the photo of the card but I replied that I couldn't as it is a virtual card.

Then they asked me for the bank statement on which the 16-digit card code must be visible.

Now I don't know about the other banks, but the card number is not present on the Intesa Sanpaolo account statement, but only the account number and the IBAN because in fact I made the deposit from the account, the card is been only a "via" as it is still linked to the account.

So I sent him the bank statement where the account number, the Iban, my name and the address of residence are visible. I sent him the list of the last operations where the 40 euro deposit operation is clearly visible and also the account number and the IBAN which are obviously the same ones shown on the account statement. I also sent him the bank document that demonstrates the issue of the virtual card and shows the 16-digit code, my name and the date of issue and expiry. And then I also sent him the residence certificate again.

I sent everything last night and I'm waiting for a response.

Do you think with all these documents they can verify the deposit made and link it to me?

Ciao,

Mi è stata chiesta la verifica della carta utilizzata per il deposito di 40.00 euro.

Io ho il conto all'Intesa San Paolo e per fare il deposito ho utilizzato una carta virtuale collegata al conto.

Per la verifica inizialmente volevano la foto della carta ma ho risposto che non potevo essendo una carta virtuale.

Quindi mi hanno chiesto l'estratto conto su cui deve essere visibile il codice di 16 cifre della carta.

Ora non so per le altre banche, ma sull'estratto conto dell'Intesa Sanpaolo non è presente il numero della carta, ma soltanto il numero del conto e l'iban perché in effetti io il deposito lo ho fatto dal conto, la carta è stata soltanto un "tramite" poiché è comunque collegata al conto.

Quindi gli ho inviato l'estratto conto dove sono visibili il numero del conto, l'iban, il mio nome e l'indirizzo di residenza. Gli ho inviato la lista delle ultime operazioni dove è ben visibile l'operazione del deposito di 40 euro ed anche il numero del conto e l'iban che ovviamente sono gli stessi riportati sull'estratto conto. Gli ho inviato anche il documento sempre della banca che dimostra l'emissione della carta virtuale ed è riportato il codice di 16 cifre, il mio nome e la data di emissione e scadenza. E poi gli ho nuovamente inviato anche il certificato di residenza.

Ho inviato tutto ieri sera e sto aspettando risposta.

Secondo voi con tutti questi documenti riescono a verificare il deposito fatto e a collegarlo a me?

Dear Domenico9494,

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

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

In 14/01/2023 I closed my account because I was having trouble verifying the card used for the deposit as I used a virtual card that I could not provide the photo or account statement.

I would like to know how long after I can reopen a new account so that I can use a physical card of which this time I could provide a photo for verification.

If you wish to play again in this specific casino, I strongly recommend reopening your old account and not to open a brand new one. For the exact time period, you need to contact the casino directly. Please keep me informed about any further developments.

Dear Domenico9494,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.