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case study
Client Successfully Resolves Case of Fake Documents and Retains $1 Million Winnings
Expert handling of verification issues ensures the client retains winnings despite fraudulent documentation.
Overview
  • Industry: iGaming/Casino
  • Services used: Compliance and regulatory support
  • Results: Successfully retained winnings and resolved regulatory complaint
Client's Situation
One of our client's players won nearly $1,000,000 at their casino. While the client was prepared to pay out the winnings, the player failed to provide legitimate documents during the verification process. Instead, the player submitted fraudulent documents, which raised concerns with our client's trusted partners and the KYC provider.

The challenge was to address this issue while ensuring compliance with regulations and retaining the winnings.
Our Solution
Our team took several critical steps to resolve the situation:

1. Document Verification Attempts

We advised the client to provide the player with more than four opportunities to submit valid documents in the required format. Despite these attempts, the player continued to provide fake documents.

2. Account Suspension and Refusal of Payment

The player's account was blocked, and the payout was refused in accordance with KYC/AML requirements due to the inability to complete the verification process and the fraudulent nature of the documents.

3. Regulatory Response

Following the account suspension, the player filed a complaint with the Master, alleging that the client refused to pay the winnings without explanation. In response, we prepared a comprehensive report, including notarized confirmation from the KYC provider, explaining the situation and the steps taken to verify the player's identity.

4. Official Documentation and Resolution

Our legal team, leveraging strong relationships with notaries across various countries, ensured that all documentation was properly notarized and submitted to the regulator. This provided a robust defense against the complaint.
Results Achieved
  • The case was resolved in favor of our client.
  • The regulator confirmed that the winnings were lawfully withheld due to the players' submission of fraudulent documents.
As a result, the client retained the full amount of the winnings, and the case was closed favorably.
Conclusion
Handling verification issues and regulatory complaints requires expertise and thorough documentation. At Rikk, we offer comprehensive support to manage complex cases and ensure compliance. If you face similar challenges, contact us to see how we can assist you in protecting your business and resolving disputes effectively.

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