Retro Bet Casino - Player encounters verification issues despite support confirmation.

Hello first of all.

The problem: verifying my address.

Unfortunately it seems.

1. not submitting my pay slip from November

2. My address is also on the back of my ID card

3. A Vodafone bill from November.

On the last point, the casino support wrote to me saying that they accept my telephone bill with address. even though this is stated on the website.

I also got through to live support once. I was helped there and the phone bill was enough.

20 minutes later I received an email where the invoice was again not accepted.

Attached are pictures of the chat conversation that they actually accept phone bills, which they then refuse to do.

I thank everyone who contributed for their help.

P.H.

Dear phammer1985,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are facing. Please allow me to ask you a few questions to clarify your situation.

Is the proof of address the only document that you have not yet verified?

Do you have any other official documents that you could send as your proof of address?

Please forward me the document that has been declined by the casino. My email address is veronika.f@casino.guru.

When was the last time you communicated with customer support regarding the problem with the verification of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hallo Veronika,

ich habe ingesamt 2 Dokumeten hochgeladen. (eigentlich 3)

1- meine Lohn Abrechnung Nov 24

2- Meine Vodafone Rechnung Dez 24

3- Zudem steht auf der Rückseite meines Personalausweises auch meine Addresse.

ich werde diese an Dokumente dir per Mail nochmal schicken.

Vielen dank für die Unterstüzung

Thank you for your email. I noticed that the "Abrechnung der Brutto/Netto-Bezüge" document you provided has certain parts covered. Please be aware that this might cause an issue, as online casinos typically require unedited documents to complete the verification process.

Additionally, I observed that this document does not include an exact address but rather a range of street numbers ("61 - 65"). This inconsistency, along with your phone bill displaying only a single street number, may further complicate the verification.

It is crucial that all submitted documents contain information that precisely matches the details you provided in your casino profile.

Dear phammer1985,

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.