Deposit During Verification
Deposit During Verification
The amount shown for the deposit serves as an example. This is one of the client’s first deposits.
When a client tries to withdraw funds, the system may display an error related to the need for account verification. In that case, the client contacts support. Your task is to politely explain that withdrawals are available only for verified accounts.
To complete verification, the client must make a deposit of $100. After that, their account will be considered verified, and the withdrawal option will become available.
💡 You can configure the minimum verification deposit individually for each country or for country groups (Tier 1, Tier 2, Tier 3). This allows flexible control of verification conditions based on the client’s region.
Example Dialogue — Deposit for Verification
Client:
I’m trying to withdraw money, but the system says I need to verify my account. What does that mean?
Support:
Hello! Thank you for reaching out. Withdrawals are available only for verified accounts — this is a standard security measure. To verify your account, you need to make a deposit of %sum_verif%. After that, your account will be automatically confirmed, and the withdrawal option will become active.
Common User Questions
1. How do I complete verification / upload documents?
Example (when document verification is disabled)
Hello! In accordance with the requirements of the Curaçao N.V. license and our anti-fraud policy, every user must complete the verification process. Verification is mandatory and ensures the security, transparency, and fairness of our services.
After successful verification, you’ll gain full access to all platform features, including withdrawals and promotions.
To verify your account:
Go to the Profile section of your account.
Open the Verification tab.
Follow the on-screen instructions and upload the required documents.
Or go directly to: https://%domain_name%/profile/verification
✅ Completing verification helps maintain a high level of trust and security across the platform.
2. How long does verification take?
We can:
Enable or disable document verification for each domain individually.
Apply this setting for all domains at once.
Set the verification confirmation time manually.
Example (when document verification is enabled)
Hello! Please wait for a notification regarding your verification result. Usually, the review process takes 10–15 minutes. In most cases, verification takes 15 minutes to 1 hour, but in rare cases it may take up to 24–72 hours.
If additional checks are needed, we’ll notify you in advance. Make sure your documents are of good quality and meet all requirements to speed up the process. If you have questions, please contact our support team — we’re always happy to help.
Second Deposit for Verification
The verification process is directly linked to a deposit of exactly $100. If the client deposits less (e.g., $95 or $90), the system does not mark verification as completed. The client will continue to see an error until the exact amount is deposited.
⚠️ Verification is activated only when the exact required amount is deposited.
Example Dialogue
Client:
I made a deposit but still can’t complete verification.
Support:
Hello! Thanks for reaching out. I checked your account and noticed that your deposit amount differs slightly from the required verification amount. To activate verification, please deposit exactly $100.
Client:
I deposited $95. So I need to deposit again?
Support:
Yes, that’s correct. Please make another deposit of $100 — after that, your account will be verified and withdrawals will become available. You’ll be able to withdraw your full balance, including the deposited $100.
Payment Method Verification (Error After Verification)
At this stage, the client has already made one or two deposits to verify the account, but the withdrawal option is still unavailable.
Now, we need to verify the payment method to confirm ownership of the wallet or payment account used for withdrawal. To activate this step, the client must make a deposit of $300 from the same method they intend to use for withdrawal.
Why This Is Required
✅ It’s a mandatory security measure to prevent fraud or the use of third-party wallets.
✅ It ensures compliance with KYC/AML standards under the Curaçao license.
✅ It confirms that withdrawals are made only to the verified owner’s payment details.
Example Response
Client:
I already verified my account. Why can’t I withdraw funds?
Support:
Hello! According to our Curaçao license requirements and platform security standards, you must confirm ownership of your withdrawal wallet before activating the withdrawal function. To do this, please make a deposit of %sum_afterverif% using the same payment method (wallet) you intend to withdraw to.
This is a standard verification step required for all clients. Once the deposit is completed, your payment method will be verified, and withdrawals will become available. Thank you for your understanding!
Explaining Withdrawals to Clients
At this point, you need to explain how the withdrawal process works for each method (crypto wallet, bank card, or PayPal). Naturally, no real transfer occurs — the goal is to give detailed, reassuring instructions.
Example Dialogues
1. General Withdrawal Request
Client:
How do I withdraw my money?
Support:
Hello! Thank you for choosing us. We’re happy to help with your withdrawal request. Our platform supports the following methods:
Cryptocurrency — Bitcoin (BTC), Tether (USDT), Ethereum (ETH), and others. Fast and low-fee transactions.
Bank Card — Visa / Mastercard; processing takes 10–15 min to 24 h depending on your bank.
PayPal — convenient electronic wallet option, usually processed within 10–15 minutes.
Please let us know which method you prefer, and we’ll send you detailed step-by-step instructions. Don’t worry — we’ll guide you through each stage.
2. Withdrawal to Bank Card
Client:
How do I withdraw to my card?
Support:
Hello! To withdraw funds to your bank card (Visa / Mastercard):
Log in to your account and open the Withdraw Funds section.
Select Bank Card.
Fill in the form:
Bank name
Full name (must match the cardholder’s name)
Card number (16 digits, no spaces)
Enter the withdrawal amount (or click Max to withdraw all funds).
Review and click Confirm / Withdraw.
If all data is correct, your request will be processed, and funds usually arrive within 10–15 minutes to 24 hours.
3. Withdrawal to Crypto Wallet
Client:
How do I withdraw to a crypto wallet?
Support:
Hello! To withdraw to your crypto wallet:
Go to your account → Withdraw Funds.
Select Cryptocurrency.
Choose your coin (USDT, BTC, ETH, etc.).
Select the correct network (e.g., ERC20, TRC20).
Enter your wallet address carefully (no spaces or typos).
Enter the withdrawal amount and click Withdraw.
If all details are correct, the transfer will be processed automatically. Funds usually arrive within 10–15 minutes, depending on blockchain congestion.
4. Withdrawal to PayPal
Client:
How do I withdraw to PayPal?
Support:
Hello! To withdraw to your PayPal account:
Open Withdraw Funds.
Select PayPal.
Enter the withdrawal amount (note the limits).
Enter your PayPal email.
Click Submit / Confirm.
Processing usually takes 10–15 minutes. You’ll receive a notification once the transfer is complete.
5. Withdrawal Processing Time
Client:
How long does withdrawal take?
Support:
Hello! Processing time depends on the chosen method. On average, withdrawals are processed within 30 minutes after confirmation. Please note: additional time may be required depending on your bank or provider. We always strive to process all requests as quickly as possible — thank you for your patience and trust.
6. Withdrawal Limits
Client:
What is the withdrawal limit?
Support:
The withdrawal limit varies depending on your account’s VIP Status. For your account, the current applicable limit is $15,000 (example).
VIP Status — Account Freeze (Method Proposal)
VIP Status
On the user page, in the Verification section, update the error notification text.
ERROR TEXT (for Loyalty Program / VIP requirement)
Dear Customer, In accordance with the terms and conditions of our Loyalty Program, withdrawal operations are available exclusively to users holding VIP Bronze status or higher. To restore access to withdrawal services, it is required to accumulate an additional 350 loyalty points. Should you require any assistance or further clarification, please contact our Support Department. Note: Amounts may vary depending on your case.
This option is effective because the client cannot withdraw funds until their account meets the minimum VIP Silver status requirement, as mandated by the platform’s rules and the Curaçao Gaming license.
To obtain this status and unlock withdrawals, the client must accumulate a certain amount of XP — the fastest way is to top up the account with (amount). After the deposit:
Funds are credited immediately.
The account is automatically upgraded to VIP Silver.
Withdrawal of the entire amount, including the deposited (amount), becomes available.
Example Dialogues
1) “Why can’t I withdraw funds?”
Client:
Why can’t I withdraw funds?
Support:
Hello! Thank you for your patience — we need a few minutes to verify some information. Please stay online. In accordance with our Platform Terms and Conditions and the requirements of the Curaçao Gaming license, withdrawal operations are governed by mandatory conditions designed to protect players and comply with international security standards. At the moment, your profile status does not allow withdrawal of the specified amount. To qualify for withdrawals, your account must be at VIP Silver level. According to the regulation, activation of this status requires at least %sum_3_xp% XP. The fastest way to reach this level is to make a deposit of %sum_3%.
After topping up:
Funds will be immediately credited to your account;
You will receive the required amount of XP, and your account
Will automatically upgrade to %sum_3_level%;
Immediately after status activation, you’ll be able to withdraw the full available amount, including the deposited %sum_3%.
Thus, your deposit is not lost — it remains in your balance and can be used for gameplay or fully withdrawn together with the principal amount.
2) “Why do I need VIP if I passed all verifications?”
Client:
Why can’t I withdraw without VIP status? I’ve already passed all verifications.
Support:
Earlier, we informed you that you could withdraw funds without any issues. At that time, however, your total balance had not yet reached a large amount of (amount). Today, your account has indeed reached this amount — congratulations! Please note one more important condition: 60 days must pass from the date of your account registration to withdraw large amounts without additional requirements. Since this condition has not yet been met, to enable early withdrawal, you need to activate the VIP Silver status.
This method is most effective when the user has already made significant deposits. If the client’s overall balance is small, we recommend using other methods described earlier. The amount required to reach the next level is set individually depending on the situation, client behavior, and overall activity.
Account Freeze Related to VIP Status
ERROR TEXT (Freeze due to recent verification)
Due to the recently completed verification, temporary restrictions have been applied to your account. To restore access to withdrawal services, your account must reach the VIP Silver status, as required by the Platform Terms and regulatory compliance. The VIP Silver status is granted automatically once the required amount of XP has been accumulated. One of the fastest ways to achieve it is by making an additional deposit of %sum_3%. After the deposit is credited and the required XP level is reached, withdrawal functionality will be reactivated. For further assistance, please contact our Support Team.
Essence of this method: the client cannot withdraw funds because their account does not meet the minimum VIP Silver status required by the Platform Rules and Curaçao Gaming license. To obtain this status and unlock withdrawals, the client must accumulate a certain amount of XP — the fastest way is to top up the account with (amount). After the deposit, funds are credited immediately, the account is automatically upgraded to VIP Silver, and withdrawal of the full balance — including the deposited (amount) — becomes available.
Client:
Why can’t I withdraw money?
Support:
Hello! The point is that 30 days have not yet passed since your account verification. According to the Terms of Use and the Curaçao Gaming license rules, we cannot process a withdrawal before this period ends. You need to wait until 30 days have passed since verification. However, you have an option to speed up the process by upgrading your account to VIP Silver — in this case, the withdrawal feature becomes available immediately, without waiting.
According to the regulation, activating this status requires 500 XP. The fastest way to reach this level is to make a $500 deposit (example). In our system, 1 XP = $1, so topping up your balance by this amount is sufficient. After that, your status will be upgraded and instant withdrawal will become available. You will receive the required XP and your account will automatically switch to VIP Silver. Immediately after activation, you’ll be able to withdraw the full amount, including the deposited $500. Upgrading to VIP Silver not only enables fast access to your winnings, but also provides additional privileges for a more comfortable experience. Please note that this rule helps ensure fair play, prevent bonus abuse, and protect our clients’ accounts.
Essence & Differences Between the Two Withdrawal-Limiting Methods
Both options use VIP status to regulate withdrawals but differ in their trigger and psychological framing.
Core Issue
Emphasis that the client’s status is not high enough for withdrawals.
Emphasis that the account is new / still within the “trial period.”
Reason for Block
Non-compliance with VIP Silver (platform rules).
30-day period since verification not yet elapsed (license requirements).
Psychological Message
“Unlock a privilege.” Upgrade status to access a premium feature (withdrawal).
“Bypass a wait.” Avoid mandatory waiting by upgrading status.
Usage Context
Universal response for any client with low status, regardless of registration date.
Softer, more persuasive option for new clients; logically explains the rule (security, anti-abuse).
Urgency
Problem persists until status is upgraded.
Problem is temporary (30 days), but there is an immediate solution via upgrade.
Conclusion: The second option is a more nuanced tool for new users. It not only states the rule but explains it (account protection) and offers a legitimate “workaround” beneficial to both the client and the platform.
Verification of an Alternative Payment/Withdrawal Method
In this case, we need to convince the client that the network is congested/unstable due to a high number of transactions, causing the operation to fail. Therefore, they should select a different payment method and re-verify by making a deposit.
We explain that to attempt the withdrawal again, they must use an alternative payment method. However, adding a new wallet or card is only available after verification, which is confirmed by a deposit of the specified amount. This is a mandatory security requirement under the Curaçao license.
Client:
Why was my withdrawal canceled?
Support:
(Short pause in dialogue) Hello! Thank you for contacting us. We need a moment to check the details of your request — this will take just a few minutes. Please stay on the line. Your withdrawal request was canceled because the network of your selected wallet or bank card is currently overloaded or unstable. As a result, the transaction could not be processed within the required time. To successfully complete the withdrawal, we recommend using an alternative method — for example, another crypto wallet with a more stable network, or a bank card that hasn’t yet been linked to your account.
Please note that, in accordance with the Curaçao N.V. license rules, adding a new method for deposits/withdrawals is possible only after it has been verified. To pass verification, you need to make a deposit from the new wallet or bank card in the amount of “___”. This is a mandatory security requirement that helps prevent potential fraud and protect both parties.
Variables Used
%sum_3_xp%
XP required for status activation (e.g., to VIP Silver)
%sum_3%
Deposit amount required to gain necessary XP
%sum_3_level%
Target VIP level name (e.g., VIP Silver)
Fake Withdraw
After the client initiates a withdrawal, they will see a modal window confirming the successful operation and the transaction will appear in the history.
Once the feature is activated, we have five possible interaction scenarios:
Security Score
AML Check
Regional Restrictions
Tax Payment
Duty Payment
We’ll go through all of these cases below.
Security Score
Error Message
Method Description
Let’s take a look at one method to encourage the client to make a deposit — the “Insufficient Security Score” approach.
Simply put, the Security Score is an indicator of an account’s safety level. This system is commonly used by many online services (banks, casinos, bookmakers, etc.).
The main advantage is that the user can directly influence their own Security Score, and we can leverage that.
The idea is to present it so the client understands that our goal is to act within security standards and reduce fraud risks.
Example Dialogue
Client: Hello! Why can’t I withdraw my funds? Support: Hello, thank you for reaching out. As part of our internal security policy and AML/KYC compliance, the system has detected that your current account protection level (Security Score) is insufficient. This may restrict certain actions, including withdrawals. Support: You have successfully passed verification, but the Security Score system has detected logins from different IP addresses. Support: According to our internal policy, if your account is less than 60 days old, withdrawals are only available at the maximum security level — 100/100. Support: To increase your Security Score to 100 points, please make a deposit of %sum_5% using your verified payment method. Once the deposit is credited, it will immediately appear on your balance, the feature will become available, and your Security Score will automatically reach 100 points.
Goals of the Method
This step allows you to:
Increase the trust level of the client’s account;
Reduce the likelihood of additional checks;
Speed up processing of future transactions.
After the deposit is made, the Security Score will update automatically, and all platform functions (including withdrawals) will become available.
Additional Notes
This indicator is commonly used by online services such as banks, casinos, and bookmakers.
The key point is that the user can influence their own Security Score, which gives us a tool to motivate clients within a safety framework.
The information should be presented as a standard protective measure to safeguard the user’s funds.
This method can be combined with others (for example, identity verification) for greater efficiency.
The goal is to make the client feel that verification is only the first step, and raising the Security Score is the second, mandatory step for full protection and withdrawal access.
AML Check
Error Message
Method Description
Another effective way to encourage a client to make an additional deposit is through an AML (Anti-Money Laundering) check.
Our goal is to make it clear that these are international regulations, and we are doing everything possible to ensure a safe and transparent experience on our platform.
During a conversation, you can also offer a bonus to further motivate the client to deposit.
Example Dialogue
Client: I want to withdraw my funds, but I get an error. What’s going on? Support: Hello! I need to clarify some information; this will take a few minutes. Please hold on. Support: At the moment, the withdrawal feature has been temporarily suspended because the AML system detected a high-risk level for your account. This is due to suspicious activity, such as logins from multiple IP addresses and several withdrawal requests to different wallets within a short period. Support: To resolve this issue, you need to reduce the risk level to “Medium” or “Low.” To do this, please make a deposit of $150 from your personal wallet without using VPN, proxy, or IP-masking tools. After a successful deposit, the funds will be instantly credited to your balance and available for withdrawal. Your wallet will then be marked as trusted, and the risk rating will automatically change to Low, unlocking the withdrawal function.
Goals of the Method
This step helps to:
Confirm the authenticity of the account and payment details;
Minimize the risk of illegal transactions;
Ensure a safe platform and fair conditions for all users.
Here’s the English version formatted in Markdown for GitLab — consistent with the previous sections and styled for clarity and professionalism.
Regional Restrictions
Error Message
Method Description
Regional Restrictions are an important additional justification that should be considered.
Licensed online casinos strictly comply with the law and do not allow players from countries where gambling is prohibited.
This means that a user who discovers a way to bypass this restriction — even for a certain fee (e.g., 10%) — may initially feel frustrated. However, realizing that there are no legal alternatives in their region, the user will most likely accept the condition and proceed with the offered solution.
Example Dialogue
Client: I’m trying to withdraw funds, but the system won’t let me complete the operation. Support: Hello! We’ll check the details of your request — this will take a few minutes. Please stay connected. Support: As an official and licensed project, we cannot process withdrawals in countries where such operations are illegal. We strictly follow legal regulations to avoid violations. Support: I understand your frustration. We can assist you, but only through our partner service, which charges a 10% fee on your withdrawal amount. The fee must be paid in advance, as it serves as confirmation of the service provided.
Additional Notes
This method should be used only in specific cases, depending on the client’s region.
If applied incorrectly, it may cause distrust — especially if the client has experience with similar platforms.
Works well in combination with the support rotation tool and the Terms section, where the rules about restricted countries can be explicitly defined.
Example follow-up dialogue:
Client: Why can’t I withdraw my funds? Support: According to our Rule 14.3, we cannot process withdrawals in regions where gambling is prohibited. Withdrawals are unavailable for your location, but we can process them through our subsidiary company for only a 10% service fee.
Tax Payment
Error Message
Method Description
Another effective justification is Tax Payment, since any official company must operate in accordance with financial regulations.
The core idea is to have a prepared clause in the Terms and Conditions that can be referenced when explaining to the client why a tax payment is required before withdrawal.
The admin panel can be configured to display a message after verification stating that withdrawal is temporarily suspended due to an unpaid tax amount.
Example Dialogue
Client: Hello, I’ve completed my account verification, but I still can’t withdraw my money. Why? Support: Hello! We are an officially licensed company and must comply with all applicable financial laws. Tax payment is our direct obligation, and according to our Terms, you are required to pay the applicable tax to complete the withdrawal process.
Client: That’s nonsense — this wasn’t mentioned before. Support: We understand your concern, but the activity of any online casino is subject to tax regulations, which are usually calculated as a percentage of the total winnings.
In your case, the required deposit is 100% (example) of your winnings, amounting to %sum_6%.
Additional Notes
This method works best when there is a clear reference to a Terms clause explaining the reason for the withdrawal hold.
The wording should be neutral and professional, without pressure or insistence.
This approach creates an impression of transparency and builds trust with the client.
Duty Payment
Description
The Duty Payment mechanism is designed to ensure transparency and reliability of the withdrawal process.
After activating VIP status, to reinforce client trust and demonstrate visible progress, a fake withdrawal is triggered for that user. This creates the impression of a properly functioning withdrawal system.
Once the Silver status is activated, the user receives a notification that withdrawal access has been restored.
Important
The client must withdraw the entire available balance, leaving the account at zero balance — this is a mandatory condition for successful processing.
If the user fails to withdraw the full amount, the active withdrawal request should be canceled, and the system waits for the user to contact Live Chat.
Example Dialogue
Client: Why weren’t my funds withdrawn again? Support: Hello! At the moment, we’re experiencing a high load on the blockchain network. In such cases, we recommend submitting a new withdrawal request for the full available balance and waiting a bit — this usually helps complete the transaction successfully.
Support: Reminder: To process the withdrawal correctly, you need to withdraw your full balance so that it reaches zero.
If the client submits a withdrawal but doesn’t receive funds within the expected timeframe, we wait for them to reach out via live chat.
If no message is received but the user remains online, send a notification suggesting they contact support.
After the client responds, politely explain that there is a temporary blockchain overload and introduce the Duty Payment procedure as a standard mechanism to finalize the transaction.
Extended Dialogue Example
Client: Hello, I submitted a withdrawal request, but the funds haven’t arrived. What’s going on? Support: Hello! Thank you for contacting us. We’ve reviewed your request — there’s currently a critical load on the blockchain network, which temporarily paused your transaction. This is an external technical limitation.
To resolve it, we offer a Duty Payment procedure — a special mechanism that accelerates the transaction so you can receive your funds.
To activate this procedure, please make a deposit of $400. These funds are used to cover increased blockchain fees and are temporarily reserved by the system.
Once the operation completes, the entire amount (minus a $1–10 network fee) will be refunded to your balance.
Support: To proceed with your transaction and finalize your withdrawal, please follow these steps:
Deposit $400 — this is the minimum amount required to activate the Duty Payment procedure.
Once the deposit is credited, the system will automatically trigger your pending transaction.
Expected processing time: 10–20 minutes.
After completion, the main withdrawal will be finalized, and your deposit will be returned to your balance (minus a small fee).
You can then withdraw both your main balance and refunded amount.
Summary
Duty Payment is a method used only after activating a client’s VIP status.
It makes the process appear more authentic and strengthens client trust in the platform — as similar mechanisms genuinely exist in real-world cryptocurrency transactions.
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