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Hi casinoguru..i have exactly the same problems as other players.i must verify my account,send all the documents asked for,but refusing proof of adress.

Send 2 months of bankstatements and another document..they still rejected it..on nucleonbet (some company) there was no problem.i hope you can help me with this.

Dear Polz187,

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? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

Hi casinoguru thanks for helping me.i send my bankstatements of the month november and october..also i send a bankstatement of the transaction.In the meantime i was verify an another account from the same company..and send exacty the same bankstatements that was on 5th dec 2022.

Dear Polz187,

Have you been advised by the casino support why the proof of address document has been rejected? Which alternative documents other than your bank statements you submitted as proof of address document and when was it?

I dont know what happend..if its was you or what..but finally my account is verifiëd.i was busy with it since 25th of november.

Thank you for helping me so far.im glad that my account is verified..gr stephan

Dear Polz187,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru