Jokery Casino - Player's verification is causing delays.

Hi, I'm having troubles verifying with this casino. They have asked a lot of documents, selfies and so on, which I have provided. For the address verification, they don't accept bank statements from online banks, when today almost every single bank is a online bank and, at least in Spain, in physical banks you can't download a bank statement online. So, I sent a document from my town hall as a census, which they rejected, I don't know why. I don't have any utility bills since I still live with my parents and thus all my bills are in their name.

This is why, after days, I was asked an alternative way, I could send a utility bill from my parents name, but also send a birth certificate. And that's what I did, I searched the birth certificate online, entered my government's website and downloaded it. But now they claim that that document is invalid because it comes from the civil office, and that birth certificates don't come from the civil office. I've tried to reason with them, you can look up that in fact, civil offices are the ones that expedit birth certificates, you can look it up via internet, ask chatgpt, or look it up directly in my government's website (https://www.mjusticia.gob.es/en/ciudadania/tramites/certificadocertificacion) it's in spanish, but you can see the definition of birth certificate, and it is directly explained that the civil office creates that document.

Furthermore, they asked me to provide a "literal birth certificate". I then searched that exact thing, came up with another page from my government, downloaded it, and it was the same document all along. So basically, they're asking me for an impossible document to upload in order to complete verification, because this document doesn't exist. They are not listening to me that this document doesn't exist, and that what I am sending to them is what my own government is giving me. What they're saying is that my government is providing me a wrong birth certificate, it is nonsense. I have to make the complaint so that we can solve this issue here, otherwise they will not listen and I will be caught in an impossible kyc

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Dear parajugar21323, 

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 advise which documents you have already provided and when exactly did you send the last one?

Could you please forward your communication with the casino in relation to this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots 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 G.

Dear parajugar21323,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru