I appreciate your opinion on the matter lockinlove, however I will have to check the facts of the case before concluding that this is a "blatant attempt to delay, frustrate a player and hope they reverse and lose."
Casinos have stringent rules and regulations to follow with regard to verification across EU, UKGC and MGA due to AML requirements for movement of funds, and the fines are extensive and penalties severe. If this is indeed an absolute requirement to complete verification due to a particular payment method being used, then unfortunately the player's choice of bank and the service they offer is not something I can assist with, though i would suggest shopping around for another as €75 + 10 days for a simple statement is not very competitive in this day and age. Just for reference, I get mine immediately for free online.
Should the request be mandatory, at the players request I will personally block gameplay to ensure that winnings are absolutely protected and there is no "delaying tactic in the hope that the player loses everything" while the necessary documentation is provided and the payment method verified correctly. That will put to rest any insinuations that this is some delaying tactic. As the Head of Casino and Brand, I have complete authority to do that.
What we will not do however, is ignore our obligations toward verification which in the end will leave us liable.
I hope this answers any concerns.
Sorry but anytime I have been asked for an actually bank statement it has been an attempt to delay. So I am going from experience.
The player said it was their mistake so maybe next time I will change my wording to "sometimes" instead of "always"
I just spoke with the payments team and the document you provided 10 minutes ago is correct and what they were asking for all along.
All could have been avoided quite easily really, but instead against forum rules, we yet again find ourselves here at the stake being publicly castigated and admonished for doing our best to follow good practice.
Thank you to all who contributed.
BTW dont be upset and think this thread was a hit against you guys. How quickly and thorough you jumped on this situation is a huge positive. It gives forum members and lurkers a chance to see how you deal with issues when they arise. So when you get called out in public, look at it like its your time to shine
I think this thread was very positive for you guys. Not negative.