11% to players is worse then the figures I saw. Even with the odd poorly constructed complaint by players there is no way 89% of failed complaints by players are due to this reason. The fact 89% of the time the ADR rules against the players would suggest something very unhanded going on. Any other legitimate industry which had a regulator with these kinds of figures would have some kind of review or overhhaul. I have 0 confidence based on those numbers, peoples experiences and my own interactions with ECOGRA.That's true that 2020 65% of complaints were settled for casinos and 11% for players:
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But like said, many of these have been very poorly made by player and many many times there have been legit reason why casino refused to pay in first place and wanted to go to ADR. That was reason why i asked if you would have any further details what you could think reason to their behavior as no casino ask this amount of documents for this size winning, unless they think something is not right and they took decision to confiscate your winnings and want to defence themselves against ADR.
I'm pretty sure that it's not about your KYC but they are suspicious about something else, your location, your identity, connections to some other accounts or something else, impossible to know but this kind of really excessive verification request is just not normal and not that they didn't like some pictures etc... but they wanted you to be in same picture with different documents multiple times which usually is done to lower impersonation risk little bit and trying to make more sure it is actually you and in location you have stated.
Like said earlier, they don't give you exact details but like you see, very vague reply that your documents don't meet standards and we refund your deposits, as you said yourself, this decision is made many days ago already so they think they are doing right thing, you just have to make sure that you cover everything in your complaint, provide them all possible documents and try to also ask what actually is problem and tell that you've been all the time more than happy to try to solve this issue but casino haven't been cooperative at all and haven't really tell what they want etc..
When they asked me for multiple ID pics on multiple backgrounds I assumed they suspected I wasn't who I said I was (that made no sense tho due to having the Mr Green account). However they gave the reason, but it made no logical sense as the issue was I had moved.
They actually have just lied mutliple times during this process rather then vague details (provable in last post on the screen grabs). Again they have lied which I come onto in my post.