The player from Kazakhstan had successfully completed ID and video verification at CryptoCasino.com, but her address confirmation documents were repeatedly rejected without explanation. Despite depositing 9050 TRX, she had only 1574 TRX remaining and was unable to withdraw her funds due to the ongoing verification issues. The Complaints Team intervened, and after communication with the casino, it was determined that the player could proceed with a withdrawal of her funds even though the account would be closed afterward. The player successfully received her winnings, and the complaint was marked as resolved.
CryptoCasino.com - Player's withdrawal is delayed due to document rejection.
Amount: 1,574 TRX
CryptoCasino.com
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7.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 days ago
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3 weeks ago
Translation
Hello! I encountered such a problem, CryptoCasino.com asked to pass verification, I immediately uploaded the ID card and successfully passed the video verification of the face in the camera, but the documents for confirming the address are constantly rejected. I sent them 3 documents, they reject them, and do not give the reason for the rejection. In other casinos, any of these documents were accepted without problems.
I deposited 9050 TRX, now I have 1574 TRX on my account. That is, I have no winnings, I have lost a lot and they do not allow me to withdraw the rest of the funds, they do not accept 3 documents to confirm the address.
All 3 of my utility bills contain all the necessary information for verification, my personal data and the same address that is indicated in the casino profile, I don’t know what else I can send them.
Today was the last time I spoke to them about checking my account.
I am attaching screenshots of the conversation with the casino support and all 3 documents that I sent them to confirm the address.
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3 weeks ago
Dear meandrill,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with CryptoCasino.com regarding the verification of your address and the withdrawal of your funds.
To better understand your situation and assist you effectively, I would like to ask you some clarifying questions:
- Could you please specify which documents you have submitted for verification of your address? We have not received these documents from you. If possible, kindly forward them to me at veronika.f@casino.guru.
- Have you received any specific guidelines from the casino about the types of documents they will accept for address verification?
- Have you tried reaching out to the casino after the last rejection, and if so, what was their response?
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,
Veronika
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3 weeks ago
Translation
Hello! I sent: Internet bill, Heating and hot water bill, Cold water bill, garbage removal, apartment owners' cooperative (AOC) service bill. I sent you all these documents by e-mail.
All these documents are included in the list of documents suitable for address verification in Crypto casino, but they reject the documents and do not explain the reason.
Yes, I tried to ask again today what the problem was, the answer was that they don’t know the reason,
Another department is handling this. (I sent you a screenshot of the correspondence by email)
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3 weeks ago
Thank you very much, meandrill, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 weeks ago
Dear meandrill, I've just reviewed your case and I’m sorry that you’re facing this challenge with verification. I will contact the casino, and we'll see what can be done to help you once they reply.
Dear CryptoCasino.com, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, explain why the provided utility bills were not accepted as proof of address. What alternative types of documents can be used to verify PoA?
I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.
Kind regards,
Natalia
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2 weeks ago
Hi Natalia and meandrill
I will see what i can find out. Please give me a day or so.
Kind regards
CC
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2 weeks ago
This is what the Compliance department say
"The funds are in her account on hold, she keeps providing POA documents which are not acceptable, includig using the same doc we rejected the first time, which is slowing down the process. Once we have a legitimate POA doc we can proceed."
So the player needs to provide an alternative, legitimate Proof of Address document. And then everything will be sorted. Simples! 🙂
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2 weeks ago
Dear CryptoCasino.com, please specify why the utility bills were not accepted. Do you not accept utility bills in general, or were the ones provided in the wrong format?
Dear meandrill, do you have any other documents (not the utility bills) that can be used for proof of address, like a bank or credit card statement, council tax, municipality bill, or government tax letter or bank reference letter?
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2 weeks ago
Translation
Hello dear Natalia and CryptoCasino.com!
I just checked with the support service again what documents are acceptable to confirm the address, and this is what they told me:
Hello and welcome to our chat! My name is Roy, nice to meet you.
Roy says: Sure, things like utility bills for water, electricity, gas, internet, phone bills. In some cases, bank statements can be acceptable. Must be less than 90 days old
Now a question to CryptoCasino.com. I provide you with all the above documents, namely: Internet bill, Heating and hot water bill, Cold water bill, garbage removal, bill for the services of the apartment owners' cooperative (AOC), and I also sent you an electricity bill. I sent you 4 documents! Each of these 4 documents meets the criteria that Roy from the support service wrote. I can confidently say that I can pass in any casino with any of these documents. I passed verification on BC.Game, Bitubet.com, Megadice.com, roobet.com, luckyblock.com, fortunejack and many other casinos accepted any of my documents the first time. So what is the problem? I can confidently say that the problem is not in the documents, you reject them and cannot even name an adequate reason why you reject them ... Please name the reason why you do not accept my documents?
Moreover, I lost a lot of money with you, and you won’t even let me withdraw the rest.
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2 weeks ago
Thank you, Cryptocasino.com. Please, check if the translation may be causing the rejection of the utility bills. From the screenshot the player shared, I have noticed that they do not have a standard street name. Instead, the number of the city microdistrict is used as the street name, which the player provided in her profile, while the transliteration of the word for "microdistrict" from Russian is "mikrorayon" or the shorter version "m-on".
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1 week ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 week ago
Sorry for the delay - i have been waiting for a reply for a week form the department. I am chasing now. TY
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1 week ago
Dear CryptoCasino.com, I will extend the timer for an additional 7 days. I hope we'll hear the updates from you within this timeframe.
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1 week ago
Hi Meandrill (and Natalia) - I have chased the compliance team and though the jury is still out on the validity of the documents provided, we do not feel it is in the best interest of the Casino to prevent the withdrawal of the remaining funds. As such a withdrawal can be made after which the account will be closed. Have a good wekeend all and thank you for your patience in this matter.
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6 days ago
Translation
Hello! Thank you very much! I have received my money.
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2 days ago
Dear meandrill,
I'm glad to hear that you have received all your funds. I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Natalia
Casino.Guru
