Gioo Casino - Verification/withdrawal

Ruling

Declined - This player has withdrawn their consent for us to act on their behalf. As such we have discontinued our involvement in this issue.

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Player's Complaint

Last week I signed in at GIOO casino and deposited without bonusses. Last Sunday I got some winnings (between 3.000-6.000 euro's) in my account and wanted to withdraw them, but first I needed to verify myself. The identification and deposit bank statement we're no problem. The selfie I needed to upload cost me some pictures, but got accepted quite normal. But on the other side I got lots of problems with verifying my address. They ask for a utility bill or bank statement to upload. In my case the utility bills water (Vitens) and gas&electric (Vattenfall) are automatically paid and only online reachable without invoices. So I could not provide this document that was within 90 days. I could provide a document with all the necessary information that was older than 90 days. At my bank statement only my name was shown when I downloaded the bank statements. In the bank statements of utility my address was visible. But they kept rejecting all documents I gave. I've uploaded 20-30 different documents, like government, insurance and certified business documents which all shown my address and ownership and more. But they kept rejecting it. After multiple calls I than got an unexpected call from my bank advisor. He pondered about my request that data needed to be shown and called the bank again. This time with success and the bank admitted it was a technical error in my account. So I was really pleased, because I could finally hand over the rightful document. So this one is verified/accepted. But now they say i've given an request to change my address, which I never did. Last October I got married. so I explained that the phone bill was still on my parental home address. I have only explained the situation multiple times, where I said my home address, parental address and my friends parents address where he lives and I own my business with.

So I got a bit frustrated from the whole verification progress. I've provided evidence in more than one way of all the verification subjects and mostly my address. I've explained the whole story in detail multiple times. But got pushed around a bit from support to support and got a lot of the same answers (automatic answers I think). So they kept rejecting it all. Now I finally did provide all the documents and then they say I requested the data change. I did not, so I got the feeling they are slowing down the whole progress. I've admitted them at some point in the conversations, that I was afraid to gamble it away again. So my feeling/sense is that they slow it down so there is a chance that they will get it all back.

So I could use the view and help of a third party in this case. Can you help to withdraw my money in a proper way or to get someone to explain the specific situation.

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