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Hello, I have submitted all the documents they requested. The only document I am unable to provide is a utility bill (electricity, gas, etc.) header because I live with my in-laws, and the bills are in their name. They have responded 3 or 4 times in the same way...

Hello Alessandro,

We inform you that some of your documents are missing.

In this regard, we ask you to provide the following:

1. A proof of residence document, issued within the last 6 months, that includes your full name, residential address, and issue date:

- Utility bill (e.g., electricity, water, gas, phone, TV, or Internet)

- Bank statement

- Insurance - health, home, vehicle

- Tax bill/statement. I DON’T KNOW WHAT ELSE TO DO, ESPECIALLY BECAUSE THE CHAT BOT ALWAYS TELLS ME TO CONTACT THE DEPARTMENT BY EMAIL. HELP

Ciao ho inviato tutto i documenti da loro richiesti l'unico documento che nn riesco ad inviare intestazione bollette luce gas ecc perché vivo in casa cn i suoceri le bollette sono intestate a loro , mi hanno risposto 3/4 volte sempre allo stesso modo ...

Ciao Alessandro,

Ti informiamo che alcuni dei tuoi documenti sono mancanti.

A questo proposito, ti chiediamo quanto segue:

1. Un documento di prova di residenza, rilasciato negli ultimi 6 mesi, che contenga il tuo nome completo, indirizzo di residenza e data di emissione:

- Bolletta di utenze (ad esempio, elettricità, acqua, gas, telefono, TV o Internet)

- Estratto conto bancario

- Assicurazione - sanitaria, casa, veicolo

- Bolletta/dichiarazione delle tasse . NN SO PIU COME FARE ANKE PERCHE CERCO DI PARLARE IN CHAT IL ROBOT RISPONDE SEMPRE DI CONTATTARE IL DIPARTIMENTO TRAMITE EMAIL HELP

Dear alessandrolandix,

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.

Are you able to request a residency confirmation from your municipality?

Please let me know if this may serve as a solution to your issue.

Best regards,

Tomas

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.

Every day he asks me for new documents

Thanks for your reply.

Please note that the documents provided cannot be processed further as they are missing. Here is an example of what alternatives we can accept:

1. Proof of address: Please note that it must contain your full name, residential address and date of issue (no older than 6 months):

- Bank statement

- Credit card statement

- Pay slip

- Certificate of residence issued by the Municipality

- Tax bill

- Insurance: health, home, vehicle, travel abroad

We are waiting anxiously

I have some documents, bills, taxes, I live with my in-laws, insurance in my wife's name

Ogni giorno mi chiede documenti nuovi

Grazie per la risposta.

Si prega di notare che i documenti forniti non possono essere ulteriormente elaborati poiché mancano. Ecco un esempio di quali alternative possiamo accettare:

1. Prova di indirizzo: si prega di notare che deve contenere il nome completo, l'indirizzo di residenza e la data di emissione (non più vecchia di 6 mesi):

- Estratto conto bancario

- Estratto conto carta di credito

- Busta paga

- Certificato di residenza rilasciato dal Comune

- Bolletta delle tasse

- Assicurazione: sanitaria, casa, veicolo, viaggio all'estero

Aspettiamo con ansia

Io alcuni documenti bollette tasse vivo cn i suoceri, assicurazione intestata a mia moglie

Thanks for your reply.

The document 'Certificate of residence issued by the Municipality' seems to be the best option for you it seems if your other options are not available.

Request the certificate from your municipality and let me know about the result of your efforts.

I'll await your reply.

Dear alessandrolandix,

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.