Cadoola Casino - Player's account remains unverified.

Dear Casino Guru,

It has been over two weeks, and Cadoola support team has not provided a response. My account remains unverified despite my efforts to meet their requirements.

I am a citizen of Ukraine, currently residing in Poland with a valid Czech Republic residence permit. During my registration, I used my Polish address and submitted a Polish utility bill along with my Czech residence permit for verification.

However, I received the following response from the casino:

"To proceed with your request, we kindly ask that you provide us with a government-issued document that confirms your residential status in Poland. This documentation is necessary for us to complete the process."

As a holder of an EU residence permit, I am not required to obtain a Polish residence card or visa. I am residing legally in Poland, yet the casino refuses to verify my account.

I kindly request your assistance in resolving this matter.

Dear limbomonex,

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.

I did some research on the EU Immigration Portal and this is what I discovered:

As a Ukrainian citizen holding a valid Czech Republic residence permit, you are allowed to stay in Poland, but there are a few legal nuances to consider:

• Short-term Stay (90 days during an 180 day period): With an EU residence permit (from the Czech Republic), you can travel and stay in other Schengen Area countries, including Poland, for up to 90 days within a 180-day period without any special visa requirements. However, this is considered a temporary stay for tourism or business purposes, not for residency.
• Long-term Residency in Poland: If you plan to stay in Poland for more than 90 days, your Czech residence permit alone does not grant you the right to permanently reside there. For long-term residence, you would need to apply for a specific type of residence permit in Poland, depending on your circumstances (e.g., work, study, family reunification).

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please clarify when exactly you moved to Poland and how long you plan to stay?
• Does the Polish utility bill belong to you (has it been issued in your name)?
• Do I understand correctly that you were residing in Poland when you registered and played at this casino?

Thank you very much in advance for your reply.

Best regards,

Kristina