The player from Poland was trying to verify his account by providing a bank statement and mobile bill. However, the casino was still requesting further documents. Despite the player's efforts to comply, the verification process had been problematic, with the casino rejecting his documents multiple times without clear explanation. Eventually, the casino accepted the bank statement, but rejected three selfies provided by the player. The player had not responded to our recent messages, leading us to close the complaint due to lack of further details.
BetPlays Casino - Player has issues with account verification.
Amount: $256
BetPlays Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
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!
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11 months ago
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
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11 months ago
"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!
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11 months ago
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.
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11 months ago
All of the sudden they accepted my bank statement.... (the same which they rejected) - right now they rejected my 3 selfie... we will waiting
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11 months ago
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.
