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Karjala - non-payment

Ruling

Resolved - Both the submitting complainant and Karjala Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Karjala Casino Review.

Player's Complaint

The casino karjalakasino.com operated by MT SecurdTrade Limited closed my account on 18/3/2020 and is refusing to pay out my winnings.

They claim that this is regular security check and I have delivered required documents for them to prove my identity:

- Proof of address (phone, electricity and internet bill)

- Proof of bank account (account details, history, payments proof)

- Proof of identity (copy of ID card front/back, selfie with timestamp on paper for facial recognition)

My phone bill dated for March was under a family members name as he was the one paying it before. Upon delivering copy of the bill I also delivered a document stating that the family member transferred the numbers ownership to mine so I will receive bills under my name in the future.

On the bill however, it is clearly visible that my number is being used by me despite who pays for the bill.

Casino is now asking to provide them with ID card of said family member who paid for the bill. Due to the local law I would commit a crime by sharing identity of someone else than me.

Casino's own customer service is not very helpful in this case and is not being co-operative. Casino should have enough documents to prove my identity already, as a player I should not be required to provide same documents for my family members as well. They have nothing to do with my own identity.

I would like for my winnings to be sent on my account without the need of committing a crime. Delivering other persons ID card is punished as identity theft here.

I hope this matter is taken seriously and Karjala Kasino shows respect for their customers in the future instead of asking them for impossible documents.

Read the casino review

4 Responses

ThePOGG
April 7, 2020

Hi mikasyyn - welcome to ThePOGG.com!

As we are the ADR for the MT Secure Trade license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

With regard to your issue - you are going to have to complete the KYC process before there is anything we can do to help you.

You can do this in two ways:

i) provide valid proof of address in your own name. This is a trivial issue - simply contact your bank and ask them to post you a bank statement.

ii) provide the ID for your family member that is being requested. This is not in any way illegal, you simply need to get permission from the person before hand. Presumably you have already done this before you provided the operator with a utility bill in their name.

Once you have done this let us know and we'll follow-up with the operator on your behalf.

Thanks,

ThePOGG

ThePOGG
April 10, 2020

Hi mikasyyn,

The stated timeframe is only applicable where you provide documents that their team can confirm meet the requested standards. It is not a blanket rule that requires them to approve documentation that they have determined is insufficient.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

mikasyyn
April 16, 2020

Thank you for reply,

I have delivered yesterday a new phone bill that is under my name but the casino is still asking for the identification card of previous phone bill payer.

I hope this new phone bill can solve the case as previous payer does not want to get included in this matter which is understandable.

I explained the situation to him but he does not trust the casino enough to provide them with copy of his ID card. He sees this request as very suspicious and I can't force him to provide a copy of it neither I will do it without his permission.

Can the casino deny my winning payments even after providing valid documents but I fail to prove identity of someone else than me?

The casino now has all possible documents to verify who I am; proof of phone number ownership, proof of address, copies of bank account, bank statement, proof of payments and copy of my ID cards (with and without facial recognition).

I don't understand what else can I do to prove my identity since I have complied with everything they have asked, excluding the ID card of my family member but delivered new phone bill under my name instead.

ThePOGG
May 8, 2020

Hi mikasyyn,

It is our understanding that Karjala casino have processed your payment. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

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Agreement

unhappy complainant consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Karjala Kasino
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • MT SecureTrade Limited

April 7, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.