The player from Italy struggles to withdraw funds due to missing documentation, specifically a utility bill, as he resides with in-laws and the bills are in their name. Despite submitting various documents, the casino repeatedly requests proof of residence issued within the last 6 months.
1Bet Casino - Player faces withdrawal delays due to missing documents.
Amount: €1,000
1Bet Casino
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Case opened
Current status
Waiting for player to reply
6d 18h 1m 54s
Case summary
5 hours ago
Public
Public
1 week ago
Translation
Hello, I have submitted all the documents they requested. The only document I am unable to provide is a utility bill (electricity, gas, etc.) header because I live with my in-laws, and the bills are in their name. They have responded 3 or 4 times in the same way...
Hello Alessandro,
We inform you that some of your documents are missing.
In this regard, we ask you to provide the following:
1. A proof of residence document, issued within the last 6 months, that includes your full name, residential address, and issue date:
- Utility bill (e.g., electricity, water, gas, phone, TV, or Internet)
- Bank statement
- Insurance - health, home, vehicle
- Tax bill/statement. I DON’T KNOW WHAT ELSE TO DO, ESPECIALLY BECAUSE THE CHAT BOT ALWAYS TELLS ME TO CONTACT THE DEPARTMENT BY EMAIL. HELP
Automatic translation:
Public
Public
1 week ago
Dear alessandrolandix,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Are you able to request a residency confirmation from your municipality?
Please let me know if this may serve as a solution to your issue.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
Public
Public
1 week ago
Translation
Every day he asks me for new documents
Thanks for your reply.
Please note that the documents provided cannot be processed further as they are missing. Here is an example of what alternatives we can accept:
1. Proof of address: Please note that it must contain your full name, residential address and date of issue (no older than 6 months):
- Bank statement
- Credit card statement
- Pay slip
- Certificate of residence issued by the Municipality
- Tax bill
- Insurance: health, home, vehicle, travel abroad
We are waiting anxiously
I have some documents, bills, taxes, I live with my in-laws, insurance in my wife's name
Automatic translation:
Public
Public
5 hours ago
Thanks for your reply.
The document 'Certificate of residence issued by the Municipality' seems to be the best option for you it seems if your other options are not available.
Request the certificate from your municipality and let me know about the result of your efforts.
I'll await your reply.
alessandrolandix has 6d 18h 1m 54s to reply
