CasinoCasino.com - Player faces withdrawal issue due to new address verification.

I withdrew £300 prior to withdawing the last of my winnings which wasnt a.problem. they then requested me to submit all my verification details which wasn't asked for before, we agreed I was able to submitt my birth certificate with a selfie of my birth certificate also my out of date photographic identification( driving licence) which they agreed on. There was a system error that night the following day I went to resubmit exact same information but was asked for extra documents to re verify my address document. I was unable to provide up to date address document due to moving address due to.storm damage.

Dear markiez49,

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.

• Could you please advise when you created an account in this particular casino?
• Have you submitted a proof of address despite the documents being outdated?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear markiez49,

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.