CasinoMax - Player is struggling to complete account verification.

On 26th I signed up to CasinoMax I was not ready to play just yet I asked and was told that I could send them my documents for withdrawal. When I first sent the documents was told I could not have them edited out but I could have them covered and instead. I resend them on the 27th with paper covering them they accepted my ID & card which had the sticky note covering it but they would not accept the bill with my name & address. When I tried to ask why would my bill acceptable they would not answer me just tell me I need to resend all of my documents it's getting to the point where I want to document my account from them. Please help me with this

Dear TribalQueen,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the casino approved your ID card but not the proof of address? Have you provided the casino with the proof of address in the correct format (that means unedited with all the personal details visible)?

The KYC section of the casino states that:

All withdrawals are processed back to the same method of deposit and we will need to verify your account before any cash out is approved. Before any withdrawal request can be processed the customer is required to make at least one successful deposit and present their identification documents:

·        Photo ID - Driving licence, passport (photo and cover page) or a national ID card.

·        Proof of Address - Bank or utilities statement, council tax, phone bill, etc., usually dated within the last three months

·        Credit/Debit Cards - Photocopies of the credit/debit card used on your account (front and back).

We recommend the players to cooperate with the casino and submit all the necessary documentation so that their account can be successfully verified.

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

Veronika

Yes I did cooperate with them I send everything they asked for. The first time I send it it was digital edited. The second time I send it paper was covering it. They accepted my card payment but won't accept my proof of address. And when I asked them why they wouldn't ask me

According to the transcript between you and the casino you provided us with, it seems that the first time you sent the proof of address, it was digitally edited. That's why the casino did not accept it. Have you sent them an unedited proof of address one more time after that? Remember, the proof of address is either a utility bill, bank statement, council tax, or phone bill that is not older than 3 months. Moreover, all the personal details necessary for identity verification should be clearly visible.

Yes I have along with my card, but my proof address wasn't accepted when they both were covered with a sticky note. I was told that when I signed up that I could cover some things and made sure what needed to be visible was visible.

What was the information on the proof of address that you covered with a sticky note? The issue could be that the casino needed your proof of address with all the information visible.

It was the account number the amount that I need to pay the due date & a number that's not mine that I DO NOT want to expose. The bills have my name on it but not my number. I told them when I sent it the bill doesn't not have my number on it they told me I would be fine as long as it had proof of address which it does.

Have you tried to send the casino a different kind of document that would prove your address and you would not have to cover it in any way?

Two of the agents were being very rude to me and would not explain the process when I asked had to jump through hoops to get my documents verified now I'm just waiting on my winnings

Do I understand correctly that the casino approved all your verification documents?

Please let me know what the status of your withdrawal request is.

I should receive it Wednesday I'll let you know if & when I receive it

Thank you for the information. However, please bear in mind that it is quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take up to 14 days before your money appears in your account.

Yeah I'm starting to understand that I was approved for my withdrawal on the 5th their website said payout was 3-5 days I should know but Fridays I think

I have received my winnings

Dear TribalQueen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Veronika

Casino.Guru