Case #CA-204: First-Withdrawal SumSub Address Hold (19h)

Why Cropped Mobile Banking Screenshots Trigger SumSub Holds

An Ontario player requested a first-time withdrawal of approximately C$1,450 equivalent in Bitcoin after playing unbonused slots at Here2Win casino. As documented in our Canadian audit ledger home, operator terms require identity and residential address verification through SumSub before the initial withdrawal leaves treasury.

While the player's Ontario driver licence and biometric selfie passed SumSub optical checks in under two minutes, the address step stalled. Instead of downloading an official monthly bank PDF, the player uploaded a cropped smartphone screenshot from a mobile banking app that cut off the bank header, statement issue date, and page borders.

How Replacing the Screenshot Cleared the Wire in 19 Hours

After checking queue status via 24/7 Live Chat, the player followed the exact document format outlined in our hands-on SumSub KYC verification guide: exporting an unedited, four-corner monthly statement PDF dated within the past 90 days directly from online banking.

Once re-uploaded to the SumSub portal, address verification moved to approved status within 14 hours, and treasury broadcast the Bitcoin payout four hours later — bringing total elapsed time to 19 hours and 4 minutes. Repeat withdrawals on the same profile now follow the faster 2.5h–7.5h BTC curve in our Canadian withdrawal speed benchmark, and full filing steps remain available in the public complaints archive.

Canadian Player Prevention Checklist

• Never upload cropped phone screenshots or blacked-out images to SumSub.
• Export the original monthly PDF statement from your Canadian bank or utility provider dated within 90 days.
• Confirm your profile street address and postal code match your PDF statement before requesting a payout.
• Complete SumSub right after your first deposit so verification is already done before you win.