Greetings all,
I am sorry for the delayed reply.
Dear DC1030,
I was provided with emails sent by the casino. We are talking about 3 emails sent in September, 1 email from October, and 2 emails from December 2022. You also replied to some of them.
While we will wait for the casino's reply, can you please provide me with photos of your ID and passport with clearly visible birth surname and current surname? You claimed that both these documents include them. You can send the required documents to branislav.b@casino.guru.
Dear BetSofa,
Thank you for your email and the provided documents. However, after reading the casino's Terms and Conditions, I noticed that one detail is missing above in the rule you referred to.
This is the complete rule (the highlighted sentence is the missing detail):
"KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS
Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon Betsofa Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."
Please, allow me to ask you a few additional questions regarding the player's KYC.
Do the player's ID card and passport contain both his birth surname and his current surname as he claimed? If yes, and he has verified his identity with 2 official documents, for what reason is another one needed? Aren't these documents, in combination with other provided documents, enough to verify his identity?
Since the casino (according to its own Terms and Conditions) cannot accept a driving license as ID and/or proof of address, why was it requested and taken into account at all?
Could you please check with the relevant department, and based on the explanation shared by the player above, if all the previously provided documents really aren't enough to verify the player's identity (excluding his driver's license completely from the process)?
Looking forward to hearing from you.
Greetings all,
I am sorry for the delayed reply.
Dear DC1030,
I was provided with emails sent by the casino. We are talking about 3 emails sent in September, 1 email from October, and 2 emails from December 2022. You also replied to some of them.
While we will wait for the casino's reply, can you please provide me with photos of your ID and passport with clearly visible birth surname and current surname? You claimed that both these documents include them. You can send the required documents to branislav.b@casino.guru.
Dear BetSofa,
Thank you for your email and the provided documents. However, after reading the casino's Terms and Conditions, I noticed that one detail is missing above in the rule you referred to.
This is the complete rule (the highlighted sentence is the missing detail):
"KYC POLICY & MONEY LAUNDERING PREVENTION REQUIREMENTS
Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon Betsofa Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."
Please, allow me to ask you a few additional questions regarding the player's KYC.
Do the player's ID card and passport contain both his birth surname and his current surname as he claimed? If yes, and he has verified his identity with 2 official documents, for what reason is another one needed? Aren't these documents, in combination with other provided documents, enough to verify his identity?
Since the casino (according to its own Terms and Conditions) cannot accept a driving license as ID and/or proof of address, why was it requested and taken into account at all?
Could you please check with the relevant department, and based on the explanation shared by the player above, if all the previously provided documents really aren't enough to verify the player's identity (excluding his driver's license completely from the process)?
Looking forward to hearing from you.
Edited by a Casino Guru admin