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 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.