DraftKings Casino Ontario - Player’s account is continuously suspended.

As I was in mid game it reloaded and said I had to verify my account I sent emails multiple times. I send all the required but As I do not have utility bills in my name everything is in my partners name. I sent three papers from the government with my address the only mail I do receive. And still my account is suspended. They continue to what seems like copy and paste the same reply every time I email. It’s been almost a year now.

Ridiculous. Will it ever be resolved or basically my account is not recoverable?

Can’t make another account due to policy terms…. FINAL ATTEMPT !

Dear Candyphat, 

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 take 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? Have you discussed the issue with the utility bills with the casino customer support? Have you been given any alternative way to prove your address?

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

Dear Candyphat,

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.