Chilli Reels Casino - Player’s struggling to complete account verification.

I have been depositing and playing for a few months. I finally won a large amount that im trying to withdraw. They will not accept a driving licence as id and will only accept a passport. I can not get a passport, i am not allowed one. On the site it states you can use a passport or id card but they wont accept my driving licence as an id.

Dear Katebry,

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 verifying your ID seems to be the only obstacle standing between you and your winnings? Have you provided any other documents? Have they all been approved?

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,

Kristina

Hi, yes, everything else is fine. They are just wanting a passport which i dont have. It will take months to get (with allot of stress as i would need to go to the registrars office where i got married to replace document, i left the area due to domestic violence) and cost me money i dont have. And i wouldn't ever use the passport for anything else.

Thank you very much for your reply, Katebry. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Katebry,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.