DolceVita.Casino - Player’s struggling to complete account verification.

Hello

Have sent over 10 documents that prove my address but they constantly find excuses the same document I have sent to 50 other casinos p they are always approved.

Dolcevita's latest fictional bank document stamped by the bank.

I have told them that Sweden's banks do not use stamps, but it is like talking to a wall.

They wanted an electricity bill sent to one then they do not accept it .laws a picture of how many documents I have sent to them.

Milad

Dear milad1,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

I understand kyc is important, but as you can see I have sent over 10 documents and nothing fits + that they require a bank statement with the bank's stamp, and you and I know that Sweden has no stamps have turned to both Nordea and Swedbank none of them have a stamp.

Milad

These 2 address proofs I sent but find that they are scanned and I say that I took a picture without a scan.

Then they say you have to get them stamped by the bank, but the banks have no stamps as we get everything digitally.

then they say oak bill I send they do not approve

Thank you very much, milad1, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi milad1,

I've just reviewed your case and am sorry to hear that you've come across a problem like this. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from DolceVita.Casino to join this conversation and participate in the resolution of the case. Could you please share more information regarding the player's complaint? Are there any specific reasons for the player's utility bill to be not accepted? What other alternatives to verify an account you may probably offer to your players in Sweden?

Kind regards,

Natalia

Thanks for your help .

When they got the electricity bill, they said, you have to send an electricity bill, then I referred to the one I sent and then they have as an excuse you would not have written anything on it.

When it comes to bank statement, the excuse is that you must have a stamp from the bank, although I have told them that we get everything digitally in Sweden, so they always refuse.

I have sent 10 documents and nothing is enough, although all these documents I have sent to other casinos, and that has been enough.

Then both you and I know that the stamp from the bank is so old that even the bank jerks its eyebrows.

Milad

Hi again I realized that according to the chat, they demand (stamp) from the bank.

Which bank has a stamp today, or is it a stamp they mean.

I do not know

Sounds very unprofessional and old

Dear Milad1, sorry for not having reached you earlier, we did not know about that issue. My name is Yulia, I am an Affiliate Manager for DolceVita.Casino. First of all, thank you for using our casino. Secondly, there is misunderstanding for uploading the documents. According to our terms, we have the right to ask our clients to upload the documents for the verification if we do not like their quality. The problem is that you have send many documents but all of them are copies. We need the original versions not copies. Please, upload your original documents once again in your account. We will be waiting for it. Yours DolceVita Team.

It's just original,

Today I have loaded an ORIGINAL from Nordea.

See if you approve of this.

Milad

Dear Milad,

Let us check it.

We'll come back soon.

Thank you.

Yours DolceVita Team.

Dear Milad,

All is fine with your documents but we need one more paper.

We need your original Electricity Bill, please.

Please, upload your original Electricity Bill in your account.

The paper should contain your name, surname and not be older than 2 months.

We will be waiting for it.

Yours DolceVita Team.

Why did you deny the electricity bill before? You have already received it, and denied it.

This is a cat and rat game.

While you have been playing with me, I have received several withdrawals paid out from other casinos with only a single document of those you have received ..

Before, it was a bank statement with a stamp when you receive it, then it is not enough, but you want the electricity bill that you did not approve before.

Milad

Dear Milad,

We can see only the copy of your Electricity Bill in your account.

Please, check it again. You may have uploaded the copy of it by mistake.

We need the original document, please.

Please, upload your original Electricity Bill in your account.

The paper should contain your name, surname and not be older than 2 months.

We will be waiting for it.

Yours DolceVita Team.

What do you know if this is original or copy.

IT IS AN ORIGINAL with a big O.

Stop inventing.

Milad

This message is to casino Guru.

Show me what's wrong with the following documents

Milad

Dear Milad,

Please, read more carefully our requirements.

We do need the original Electricity Bill.

All those documents do not represent the original Electricity Bill (that is a paper to take back control over your electricity costs and reduce how much energy you consume). We need it.

Thank you.

Do you have a copy of someone who lives in Sweden who has sent one so I know what requirements you have.

Then it's so that I only get what I sent to you, as an electricity bill.

How do I conjure up what you demand?

Milad

Dear Milad,

Let us check it.

We'll come back soon.

Thank you. 

Yours DolceVita Team.

I called the electricity company this is the only thing they can send and it says how many kwh I use Milad

Dear Milad,

Let us check it.

We'll come back to you soon.

Thank you. 

Yours DolceVita Team.

Ok how are you?

You would check.

Milad

Dear Milad,

Thank you for your waiting.

All is fine with your documents this time.

Our Accounting Department will return the balance of your deposit to you as soon as possible.

Let us know if we can do anything else for you.

Please, do not forget to write some positive things not only negative ones about us🙂.

Thank you for being with us. 

Yours DolceVita Team.

Ok

How do I make a withdrawal?

My account says that it has not been verified yet.

Milad

Dear Milad,

Have you received your balance?

We need to know it to close the case here.

Thank you for being with us. 

Yours DolceVita Team.

Do not know what you mean my balance is with you.

Dear DolceVita Team, can you please check again internally if the player's account has been verified since the player claims it's not yet?

Dear Milad,

We have sent 1000 Euro to you today.

Wait a bit, the balance will be yours very soon.

We can't speed up the bank processing. It can take some time.

Please, advice your payment system how long it can take.

I just want to know if you have already got it. I see now the you have not.

Thank you for the information.

But it is our right to block the account of any player.

Sorry, but we are not going to open your account again.

Please, do not forget to inform everybody when you have received it.

Thank you.

Ok

I got this right now.

Do not know what is right if you have sent the money or rejected it.

Milad

Dear Milad,

If you remember, you requested the withdrawals three times.

One of it is approved, another two are rejected.

But it is the same withdrawal requested by you.

Please, wait for your withdrawal.

It will come soon.

Thank you.

Ok

After a lot of o but then the money came today.

You can close the case.

Thank you all parties.

Milad

Dear Milad, thank you very much for the last update. I'm really glad to hear that you received your funds. Your complaint will be marked as resolved.

Thank you for using our complaints resolution center. I hope that you won't come across an issue like this at any online casino, but don't hesitate to contact us in case of any problem, and we'll try our best to help you!

Dear DolceVita Casino team, thank you for your cooperation in this case!