BetPlays Casino - Player has issues with account verification.

Hello, I'm trying to verifie my account - I sent them my Bank Statemant and my mobile bill - but they still ask about other type of document - i don't have any other proof of my adress - please help me!

Dear sebzjeb55,

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.

Do I understand correctly that verifying your home address seems to be the main issue here? Have you provided any other documents to verify your identity and have they all been approved?

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

"verifying your home address seems to be the main issue here?" - yes I have a problem only with it.

I have sent them my bank statement and phone bill - all documents are generate straight from official webistes (ING BANK and T-MOBILE) they don't want to accept it, they ask about ORYGINAL .PDF files - but they are original!

Thank you very much for your reply, sebzjeb55. 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.

All of the sudden they accepted my bank statement.... (the same which they rejected) - right now they rejected my 3 selfie... we will waiting

Have you received any explanation regarding the rejected documents? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru.

Dear sebzjeb55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.