IviBet Casino - Player faces withdrawal delay due to additional proof of address request.

im trying to withdraw my funds i won and i submitted all the verification documents they asked for including :

-MY id

-Selfie with ID

-selfie with ID and number on paper that was requested

-proof of address (bank statement)

-bank statement with deposit proof

so far everything is accepted including the bank statement with proof of address . but now i just got an email asking for an alternative proof of address which makes no sense because my original proof of address was accepted and is also within their terms and conditions :

"11. A photo or a screenshot of a document confirming the current address of residence: the data (name, address of residence + date of issue of the document) coincides with the data in Player’s details. To confirm the address, a utility bill / bank statement / payment for mobile services is acceptable / photo of registration from the passport is acceptable for players from the CIS. The document must be no older than 90 days (3 months)."

i dont have an alternative proof of address because luckymobile prepaid service (my cellular provider) doesnt give bills. and utility bills arent provided because its my building management who pay for it not me.

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Dear bournivalxx179, 

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. 

Could you please explain what kind of document you sent to the casino for the verification of your address?

Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

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, 

Attila

it was a bank statement from the previous month

Dear bournivalxx179, thank you for your response. Could you please forward the rejected document as well? You can reach me via email at attila.g@casino.guru.

Best regards,

Attila

Dear bournivalxx179,

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.