HollyWin Casino - Player's account verification is delayed.

I am making a complaint about HollyWin Casino refusing to verify my account, despite me sending in several valid documents to prove my address.

Documents I sent in:

- Bank statements from PC Financial and EQ Bank (two separate banks)

- A letter from my mobile phone provider

- Two documents from my electricity provider (an account letter and a bill)

Why they say they won't accept them:

They won't accept the bank statements because PC Financial and EQ Bank don't have physical branches. Both are legitimate, fully licensed banks — I don't think it's fair to reject a bank statement just because the bank operates online.

They won't accept my electricity bills because they aren't in PDF format. They have said they would accept a PDF, but my electricity provider does not offer bills to me anymore as they are no longer in my name — this is completely outside of my control and not something I am able to resolve.

I have now sent in five documents from four different providers, all showing the same address. I genuinely have no other documents to send. I am not on the lease for my property, so I cannot provide a tenancy agreement. I have no other utility bills in my name. There is nothing else available to me.

I am asking CasinoGuru to help me get a resolution. The casino needs to either accept the documents I have already provided, or explain what I am actually supposed to send — because the documents they say they will accept are ones I have no way of obtaining.

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Dear SShw87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with HollyWin Casino regarding the verification of your account.

To assist you further, could you please provide us with some additional details regarding your situation? Specifically, we would like to know:

• Have you received any specific reasons from the casino on why your documents are inadequate besides the ones already mentioned?
• Did the casino provide you with a list of acceptable documents, and if so, what does that list include?
• Is there a time limit that the casino has imposed for document submission or account verification?

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,

Petra