The player from Germany had experienced difficulties with the casino accepting his address verification document, despite it having been accepted by other casinos in the past. After facing issues with the casino, including dealing with unhelpful customer support, the casino eventually verified his account and completed the payout. Despite the resolution, the player had found the process inconvenient. The Complaints Team had since closed the complaint as the issue had been successfully resolved.
Billy Billion Casino - Player’s address document rejected by the casino.
Amount: €197
Billy Billion Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
11 months ago
Translation
The casino is not accepting my address verification document..ALL casinos accept this, I have no other options and I don't see why I should need to, as the document I submitted is definitely correct.
Automatic translation:
Public
Public
11 months ago
Dear Cutzii,
Thank you very much for submitting your complaint. I'm sorry to hear about the issue you're facing with the casino's address verification process.
- To assist you effectively, could you please provide more details on the specific document you submitted for address verification?
- Additionally, if there are any error messages or specific reasons given by the casino for not accepting the document, it would be helpful to know those details.
Your cooperation in providing these details will help us investigate and work towards a resolution.
Moreover, if you have any communication with the casino regarding this matter, please forward it to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
11 months ago
Translation
The casino has now verified my account and paid it out. But it was still totally inconvenient, I had to go to the bank specifically for it. All other casinos accepted a letter from the bank with the name and address on it, but not this one. It was just about the address verification part. Livechst support was still super rude and arrogant.
Automatic translation:
Public
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Cutzii, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
