Crashino Casino - Player faces delays in withdrawal due to address verification issues.

Hello. I had difficulties with address verification. I quickly passed the identity verification by uploading a passport photo and a selfie. Then the casino asked me to provide a document confirming my address and provided a list of documents. I sent a bank statement. They said that they would only accept a utility bill, and then that they only needed an internet or telephone bill. I informed them that all the accounts are in my father's name, since he is the owner of the housing in which I am registered and live. Therefore, I can provide other documents, which, by the way, are on the list of documents for address verification. I provided them with three bank statements (from different banks), a state statement on the place of registration of the person, a photo of a national passport of Ukraine with a mark on the place of registration, an electronic document. I consider this a violation of my rights and my own rules. I also noted that the street name has two names, the old and the new, both of which are valid, so one of these options may be indicated in the documents.

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Dear toniuana,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account. It is also very common to ask for additional documents even if the account has been verified previously.

To better understand your situation and move the process forward, could you please provide the following details:

• Is there any particular reason the casino gave for not accepting the documents you provided?
• Have you tried explaining the situation to the casino?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

Hello, Kristins. Yes, of course, I explain my situation to the casino in quite some detail. They do not give any reason why my documents do not fit. They say that they do not meet their requirements. The situation is quite absurd. I will provide you with screenshots of all the letters and correspondence with them, as well as photos of the documents that I sent them by email and uploaded to the site. I do not understand why the official, state documents that are at the top of their list do not fit. And they also want an internet or telephone bill. The situation is, to put it mildly, strange. I am sending you all the documents to your email.

Hello. Today I spoke with the operator again in the chat. But the problem has not been solved yet. I am uploading my correspondence to you.

Dear toniuana

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Brabora ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear toniuana,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora