The player from the United Kingdom had issues with address verification for her casino account despite having provided multiple forms of proof. She had two pending withdrawals totalling £900 and had waited five days without any response from the casino. After communicating with the Complaints Team and providing additional proof of address, her verification issue had been resolved. The casino had processed her withdrawals, and she had confirmed receipt of the payment. The issue was then marked as resolved by the Complaints Team.
Amigo Slots Casino - Player’s account verification delayed.
Amount: £900
Amigo Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
I have uploaded multiple documents to verify my address all have been declined. Everything else has been verified. I have been emailing constantly with no reply. I have two pending withdrawals in the total of £900. It has been five days and no one has got back to me and my proof of address just keeps getting declined even though I’ve sent multiple different types
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8 months ago
Dear Tanner4281,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents to verify your address you have already provided? Have you provided all the required documents as soon as possible and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Hi,
I have uploaded my broadband bill I don’t get a bill for gas or electric as I am pay as you go but sent a screen shot of this which shows gas company my info I have sent bank statement also my rent account info all declined I have uploaded a letter from the tax office and is currently pending still I also sent info via email as requested 2 days ago and no reply since.
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8 months ago
Thank you very much for your reply, Tanner4281. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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8 months ago
Do I understand correctly that you passed the verification? Can we now consider this case resolved?
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8 months ago
Dear Tanner4281,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
