CasinoCasino withdrawal Enhanced Verification.

[nicolajones232232]

Hi all,

I’m looking for some advice, as I’ve now reached a point where I’m unsure how to move forward.

I fully understand and accept KYC/AML requirements, and I’ve cooperated throughout the entire process. To date, I have provided:

ID and standard verification documents
Bank statements showing deposits
PayPal account evidence
Additional documents requested via both email and live chat

At one stage, I was told the only remaining requirement was evidence of a £65 Apple Pay deposit from December 2025. I initially couldn’t locate it, but I have since found it on my TSB account and provided the statement.

Following that, on live chat I was told:
“Yes, we have everything needed for now”
and that verification would take 24–48 hours

What has changed

I have now received a response from the complaints team stating they are unable to establish the authenticity of the documents provided and are requesting:

continuous video recordings of logging into my bank accounts
a video of me holding the card used

They have also described this as their final decision, referring me to ADR.

My concerns
The process has changed multiple times, despite me complying at each stage
I was previously told everything required had been received
The current request for continuous banking video recordings feels excessive and raises security concerns
I have already provided substantial evidence across multiple sources and dates

I want to be clear — I am not refusing verification. I have made every effort to comply and have provided all documentation I can reasonably access, including locating an older account to evidence the requested transaction.

What I’m asking
A review of whether the current verification request is proportionate
Confirmation of whether the documents already provided are sufficient
Assistance in resolving this so my withdrawal can be processed

I’m happy to cooperate further where reasonable, but I’m concerned that the requirements have escalated beyond what would normally be expected, especially after being told everything had been received.

If any one can give their advise or past experience, I would really appreciate it.

Thanks in advance.

 

[Kroffe]

Tagging the rep @L&L-Jan

 

[nicolajones232232]

Tagging the rep @L&L-Jan

Thank you x

 

[SYPlayer95]

Nobody on this planet would be getting a video of me logging into my online banking.

How much is the withdrawal for?

 

[lockinlove]

There must be a tonne of evidence where they think you are not who you claim to be.

If not, they have a whole lotta splaining to do.

 

[nicolajones232232]

Nobody on this planet would be getting a video of me logging into my online banking.

How much is the withdrawal for?

It’s for £970

And over the past several months there has been no issue with my payment info whilst I deposited and played with just over £7,000!

It must be a scam because I’ve done KYC before which has been unfairly applied at the time of withdrawal but has never been an issue (other sites in my past, I don’t play multiple at one)

 

[lockinlove]

It's not a scam. L&L Europe are the strictest casino group in the industry when it comes to KYC.

Go look how many times they have been fined. Im sure they dont want to continue getting ripped off by gaming commissions and governing bodies. So they have taken the notion to be super extra to likely avoid these.

 

[nicolajones232232]

I’ve give my information whilst depositing as part of KYC the only difference is they claim they have issues with it now it’s money being processed as a withdrawal.

And they might have a licence so appear genuine but taking deposits from customer and then withholding withdrawal indefinitely seems fairly unethical and therefore seems like a “scam”

 

[SYPlayer95]

I’ve give my information whilst depositing as part of KYC the only difference is they claim they have issues with it now it’s money being processed as a withdrawal.

And they might have a licence so appear genuine but taking deposits from customer and then withholding withdrawal indefinitely seems fairly unethical and therefore seems like a “scam”

You will have reached EDD thresholds probably. Very different to KYC.

 

[Webzcas]

Yes enhanced due diligence checks are a lot more thorough and every UKGC licensed operator has to follow them to the letter.

Jan who is the rep for L & L Europe, of which CasinoCasino is one of their brands, is a very good rep and I am sure he will visit this thread at some point in the near future.

 

[nicolajones232232]

Thank you

I just can’t see UKGC asking casinos to take a video recording of their customers logging into banking. This is a major GDPR issue and no other industry has ever made these requests.

As someone who works in the finance industry it certainly not something I’ve heard of before.

 

[lockinlove]

If that is how you feel, contact the UKGC and see what they say.

I went through this too awhile ago and it was extremely invasive and frusrating. They saw a transaction for 10k in my bank account and they asked me what it was used for and where I sent it too etc. Basically asking me my spending habits and where certain amounts of money came from in my bank.

Again, they are an extremely overkill casino group likely from prior fines. So you cant really blame them.

If you think it isnt ethical contact the UKGC.

 

[nicolajones232232]

For those that have responded, thank you for your help.

I'm happy to use ADR if required and they directed me towards eCOGRA for this. Does any one have any good/bad experience of using eCOGRA?

In the Uk we have Resolver but CasinoCasino are not listed whilst other UK Casino's are.

 

[lockinlove]

I dont even know how much it will help. When i went through MGA they told me directly that what they are asking isnt required of their license so they didnt understand why they were asking me. They didnt intervene or offer help and just said they dont require any of what casinocasino was asking

. I told casinocasino this but they remained pretty adamant anyways.

So not sure you have any help here. Id just contact Jan from here @L&L-Jan and see what he says.

 

[nicolajones232232]

I have sent Jan a direct message (thanks to those who recommend), I read other posts that directed members to do this. He seems fairly active and a decent participant on the site.
Also I like the CasinoCasino site. The live support is great, the wins seem fair if you can actually stop yourself from spinning down to £0..
I have had the opportunity to withdraw but I do enjoy the games and the money I spend is at risk the moment its deposited as gambling has its risks.. You can lose and should expect too, I understand its a chance %
But why was EDD not reasonably requested whilst depositing over 150 times and just over £7000..
For me if Casino sites are trying to enjoy they comply they should be complete EDD during deposits too at say £3,000 and not just applying at the point of 1st withdrawal.

If I was trying to money launder I'd be a fairy useless one with deposits of £20 to £150 that are all played..

 

[lockinlove]

Jan is sometimes extremely busy.....playing slots himself. ;p

I think they try to do it when it reaches a certain level of deposits. If they did this at such a small amount of $3000 I think they would have alot of angry players

I think mine was triggered around $10,000

They are a good casino you are right. They are one of the best around and if you ever get a big hit, you will get paid. Which you cant really feel comfortable saying about a good portion of other casinos.

Think of it this way. If a player suddenly says they had a gambling problem and wants their money back or even just files a complaint against them, the UKGC will do an investigation to see if they took enough measures to make sure the player is gambling responsibly. If the casino is found of not doing enough...BIG FINE. HUGE. And them being licensed by the strictest gaming commission around who constantly fines casinos...well...

So that is why they go overkill methinks.

 

[SYPlayer95]

I have sent Jan a direct message (thanks to those who recommend), I read other posts that directed members to do this. He seems fairly active and a decent participant on the site.
Also I like the CasinoCasino site. The live support is great, the wins seem fair if you can actually stop yourself from spinning down to £0..
I have had the opportunity to withdraw but I do enjoy the games and the money I spend is at risk the moment its deposited as gambling has its risks.. You can lose and should expect too, I understand its a chance %
But why was EDD not reasonably requested whilst depositing over 150 times and just over £7000..
For me if Casino sites are trying to enjoy they comply they should be complete EDD during deposits too at say £3,000 and not just applying at the point of 1st withdrawal.

If I was trying to money launder I'd be a fairy useless one with deposits of £20 to £150 that are all played..

You are missing the point
You wouldn't trigger EDD at say 3k.
It is set by each individual operator.

 

[Nate]

I have sent Jan a direct message (thanks to those who recommend), I read other posts that directed members to do this. He seems fairly active and a decent participant on the site.
Also I like the CasinoCasino site. The live support is great, the wins seem fair if you can actually stop yourself from spinning down to £0..
I have had the opportunity to withdraw but I do enjoy the games and the money I spend is at risk the moment its deposited as gambling has its risks.. You can lose and should expect too, I understand its a chance %
But why was EDD not reasonably requested whilst depositing over 150 times and just over £7000..
For me if Casino sites are trying to enjoy they comply they should be complete EDD during deposits too at say £3,000 and not just applying at the point of 1st withdrawal.

If I was trying to money launder I'd be a fairy useless one with deposits of £20 to £150 that are all played..

I don't think Jan has seen the PM as yet; he probably hasn't been online today. If he has, he will respond soon.

The casinos KNOW that your intentions are not to launder money; however, they either perform the EDD or face fines of up to millions for failures to do so. If it were my business, I would do the same.

I don't blame L&L; I blame the UKGC and other regulators for making it stupidly difficult for both players and operators, to the point that players are leaving in droves for unregulated markets.

With that being said, No Casino would risk its reputation to avoid paying smaller sums. We know the brand and the management, and they have been here at CM for ages.

I, too, have been asked for EDD and have gone through the process. If there is any site on this forum, I would back, it would be L&L. They have been solid as a rock for years.

Nate

 

[nicolajones232232]

This is a great site and I'm happy I found and joined. Thanks.
There is lots lost sometimes in a simple text post and I don't disagree with anyone's comments or own experience. Quite the opposite in fact.

We've all used various sites and had a bump in the road.

CasinoCasino have sent messages to check game play, ensure safety, and requested usual documents early on for deposits which I've always been happy to give. If your not it says more of the player than the casino site.

My concern is the request for video's. And it just feels unfair as its triggered at the point after a withdrawal request is approved but then blocked.

Anyway - Happy for views and experience and again thanks

 

[SYPlayer95]

This is a great site and I'm happy I found and joined. Thanks.
There is lots lost sometimes in a simple text post and I don't disagree with anyone's comments or own experience. Quite the opposite in fact.

We've all used various sites and had a bump in the road.

CasinoCasino have sent messages to check game play, ensure safety, and requested usual documents early on for deposits which I've always been happy to give. If your not it says more of the player than the casino site.

My concern is the request for video's. And it just feels unfair as its triggered at the point after a withdrawal request is approved but then blocked.

Anyway - Happy for views and experience and again thanks

Honestly, you are in safe hands.
Ive withdrawn over £100k GBP from L&L. No issues what so ever.

 

[nicolajones232232]

Honestly, you are in safe hands.
Ive withdrawn over £100k GBP from L&L. No issues what so ever.

If I read that on some random website I would think it was someone connected to the business. But for once on this site I can believe the information.

Thanks

 

[Sonict]

Shills are heavily frowned upon on CM. If there was anyone working at the casino who tried and got found out, their reputation would drop fast. I played at CasinoCasino before our current regulations in Ontario changed things a few years ago and I had no issues with cashouts.

It does suck about those EDD checks though!

 

[nicolajones232232]

Shills are heavily frowned upon on CM. If there was anyone working at the casino who tried and got found out, their reputation would drop fast. I played at CasinoCasino before our current regulations in Ontario changed things a few years ago and I had no issues with cashouts.

It does suck about those EDD checks though!

Forgive my ignorance, but what is Shills?

Nic x

 

[nicolajones232232]

And update at present, I've received an email from CasinoCasino:

"we have made a final decision on the matter and have given you the steps to take this forward. As this was our final decision, there is nothing more to review on our end.  "

Looks like its going to be ADR or UKGC as I will not provide a video. Happy to give governing bodies a chance to review documents and let them give there view. But I'm sure UKGC wouldn't be directing sites to request video's as part of EDD.

I've had an issue with a different casino site a few years back and once IBAS got involved, the site just allowed the withdrawal and didn't participate in ADR at all.. That's how a found my way to CasinoCasino as I wanted somewhere new to play.

 

[nicolajones232232]

My account is my closed and blocked and customer service will not help?

My money is lost as they are breaching the rules set by UKGC

 

[nicolajones232232]

I don't even think L&L Jan will be able to help. They have been so rude just because i tried to show them that whilst I understand the need for KYC and EDD the timing and use of the block was a breach of the guidance

 

[nicolajones232232]

Thanks to those that read and commented
I will stay a member but i many be silent for a while whilst I reflect on a casino sites ability to adapt the rules to their benefit and unfairly in their favour xx

 

[L&L-Jan]

If its 3rd party my hands are pretty much cuffed. The only way to get the account verified is by supplying what we request.

 

[SYPlayer95]

Thanks to those that read and commented
I will stay a member but i many be silent for a while whilst I reflect on a casino sites ability to adapt the rules to their benefit and unfairly in their favour xx

Is the card you use registered in your name?

 

[Webzcas]

If its 3rd party my hands are pretty much cuffed. The only way to get the account verified is by supplying what we request.

Thanks Jan for clarifying

@nicolajones232232 you might want to read up on EDD checks from the mouth of the horse so to speak, being the UKGC. As Jan states, it is out of his and L & L's hands unfortunately.

Providing the UKGC notes on EDD Checks for you below.

You do not have permission to view link Log in or register now.

Edited to add. You are not unique in your situation you find yourself in currently. Many members here at Casinomeister have been subjected to these checks.

 

[nicolajones232232]

Thanks to those that read and commented
I will stay a member but i many be silent for a while whilst I reflect on a casino sites ability to adapt the rules to their benefit and unfairly in their favour xx

Is the card you use registered in your name?

Yeah its certainly is

 

[SYPlayer95]

There must be suspicion of third party involvement.

 

[nicolajones232232]

Thanks Jan for clarifying

@nicolajones232232 you might want to read up on EDD checks from the mouth of the horse so to speak, being the UKGC. As Jan states, it is out of his and L & L's hands unfortunately.

Providing the UKGC notes on EDD Checks for you below.

You do not have permission to view link Log in or register now.

Edited to add. You are not unique in your situation you find yourself in currently. Many members here at Casinomeister have been subjected to these checks.

Thanks Webzcas

I ave read this and no where does it suggest videing logging into my bank to provide verification.

 

[nicolajones232232]

There must be suspicion of third party involvement.

There is and i get that. But i have used the same payment card over 150 times to deposit oiver £7000.If it was 1 oe 2 transcations for £100. then me trying to withdraw say £2000 i could understand.

 

[Downsman]

Sending a video of a customer logging into their bank account is bizarre,
I can't imagine anyone would be willing to do that!

 

[nicolajones232232]

If its 3rd party my hands are pretty much cuffed. The only way to get the account verified is by supplying what we request.

Thank L&L Jan
I wasn't expecting you too be able to waive a magic wand and I it seems your well respected on here.

My issue is the timing and requirements being asked.

But it certainly not your fault and I'm sure it will be resolved at some point.

Many Thanks

Nicola x

 

[Webzcas]

Sending a video of a customer logging into their bank account is bizarre,
I can't imagine anyone would be willing to do that!

Yes, this is a new one to me also. But this is the UKGC we are talking about and their EDD checks, so who knows.

 

[PMKFRUITPRO]

Seems like we are not getting the full story from either side here??

Clarification anyone ??

 

[paul7388]

Yes, this is a new one to me also. But this is the UKGC we are talking about and their EDD checks, so who knows.

Hardly think the UKGC would be requiring people to video themselves logging into their bank.

Its always easy to blame everything on the UKGC but think a lot also come
Down to casinos interpretation of the rules.

I know I have deposited one hell of a lot in bookies sites over nearly 30 years with no enhanced checks. Lol they never even ask for photos of bank cards used. And if it was a legal requirement I am sure they would.

 

[nicolajones232232]

Seems like we are not getting the full story from either side here??

Clarification anyone ??

No story
I used my card via applepay and paypal.
1 card on my TSB bank and then I started to use Wise bank. But not at the same time and these are my accounts.
I've made 150+ deposits ranging from £20 to £100 (just over £7,000 in total)

I had a decent win on Luck it Up
Tried to withdrawal and hit EDD

 

[nicolajones232232]

The wins I had came from a deposit of £20
And I started at £1 spins - After 14 Spins I hit a win of £25
Another 5 spins and I hit £15.50
Increased my spins to £2 after about 15 spins I hot a win of £110
Increased my spins to £4 during the next 10 spins I hit £32, £20 and £108 -so I was at around £250
Felt as we all do when this happens that the RTP/Spin Luck was with me
So another 10 spins later I hit £204 - excite that my balance was now at around £400

3 spins after this at £4 a whirl.. I hit £556 - balance was £962

played a little more and was up and down as £4 goes out quick but hit another £508

Then paused and told myself for bloody once take something back

There's the story @PMKFRUITPRO

 

[nicolajones232232]

The issue is the balance of my account doesnt agree to the wins i had and I went onto support chat to ask.

I was promptly told that the game play was correct and that my balance was correct.

I asked could they send me a full record of my bet and wins and the shut me down and said I needed to complete a DSAR request for the information.

And then elevated the documents I need to provide.. I listed the bet and times and from every transaction and you can see from the time that the balance towards the end of my session was wrong. Undeniable.

Never had this happen.

I've added a screenshot of the pdf for those not wanting to risk the download..
And it wasn't a request for person data it was the transaction history as the show like 6 or 7 per page...

 

[lockinlove]

Soon casinos will be asking you to take a selfie in front of your street sign, with your mother beside you and both of their ID's in hand and a written letter from the father stating he really is your dad.

 

[nicolajones232232]

I dont even know how much it will help. When i went through MGA they told me directly that what they are asking isnt required of their license so they didnt understand why they were asking me. They didnt intervene or offer help and just said they dont require any of what casinocasino was asking

. I told casinocasino this but they remained pretty adamant anyways.

So not sure you have any help here. Id just contact Jan from here @L&L-Jan and see what he says.

Did you get you funds in the end?

 

[robert_b8]

The issue is the balance of my account doesnt agree to the wins i had and I went onto support chat to ask.

I was promptly told that the game play was correct and that my balance was correct.

I asked could they send me a full record of my bet and wins and the shut me down and said I needed to complete a DSAR request for the information.

And then elevated the documents I need to provide.. I listed the bet and times and from every transaction and you can see from the time that the balance towards the end of my session was wrong. Undeniable.

Never had this happen.

I've added a screenshot of the pdf for those not wanting to risk the download..
And it wasn't a request for person data it was the transaction history as the show like 6 or 7 per page...

For future reference, you can use crypto

 

[ReelRhythm]

YAyy! That sounds really frustrating, especially after you’ve already provided that much documentation and were told everything was complete. The jump to requesting continuous banking video recordings does seem excessive, most KYC processes don’t go that far unless there’s a very specific red flag.

 

[Webzcas]

If its 3rd party my hands are pretty much cuffed. The only way to get the account verified is by supplying what we request.

I have known Jan now for several years. He has personally won several Casinomeister Awards as have the casinos in the L & L Group.

If it were pretty much any other casino asking for a video logging into online banking as part of a EDD check, for me this would raise many a red flag.

However, as it is a casino that is owned and operated by L & L in the form of CasinoCasino, it doesn't. There is obviously a reason as to why this particular request has come about.

 

[SYPlayer95]

I have known Jan now for several years. He has personally won several Casinomeister Awards as have the casinos in the L & L Group.

If it were pretty much any other casino asking for a video logging into online banking as part of a EDD check, for me this would raise many a red flag.

However, as it is a casino that is owned and operated by L & L in the form of CasinoCasino, it doesn't. There is obviously a reason as to why this particular request has come about.

I am a big fan of L&L. But honestly, nobody has the requirement to watch me log into my online banking.

You are way off the mark thinking this is acceptable.

 

[Webzcas]

I don't think it is acceptable. Just stating there must be a reason why CasinoCasino are requesting such a thing.

 

[SYPlayer95]

I don't think it is acceptable. Just stating there must be a reason why CasinoCasino are requesting such a thing.

They can request it all they like, they certainly aren't entitled to it.

I think there is a lot the OP isn't telling us here.