Chipz Casino - Player has a verification issue with the proof of address.

Chipz Casino requires authentication. A picture of a passport has been successfully submitted. They also require proof of address, where a bank statement has been delivered with the address as poste restante. However, this poste restante address is not accepted.

The stance of the customer service representative at Chipz also seems to indicate that this requirement is not explicitly stated in the terms of use. The representative also mentions that they have encountered this issue before but no changes have been made. The perceived attitude seems to be that money is being taken from unsuspecting users.

Dear Orkidea,

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.

For purposes of proof of address have you provided the casino with other documents? Is proof of address the last obstacle in completing your account verification?

Could you please share your interaction with the casino on the subject of verification? My email is tomas@casino.guru

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

Hey. I have put screenshots of the conversations I had in the email.

Identity card (passport) and payment method accepted. The only problem is the address.

I checked your interaction with casino support.

Do I understand correctly the designation of the used address is at the core of the issue? Do I understand correctly the address used for the delivery is the same as the address you filled in your casino profile?

Could you please send me the document you used for verification of your address? Please send it to tomas@casino.guru

I apologize for the inconvenience. I'll await your message.

Dear Orkidea,

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.