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When I tried to complete KYC at this casino, I submitted my residence certificate (the most valid document) to verify my address, but the document was rejected.

When I checked with support, I was told that a Japanese residence card cannot be used to verify my address. This means that there is no way to withdraw money, so the withdrawal is effectively being refused.

It is absolutely impossible for other casinos to not be able to verify your residence card.

Please help me to get my money back.

このカジノでKYCを行おうとした際に住所確認に住民票（最も効力のある書類）を提出したところ書類の拒否をされました。

サポートに確認したところ日本の住民票は住所確認に使用できないという事でした。それではもう出金する手段が無い為実質出金拒否の状態となっています。

他のカジノだと住民票で確認できないという事は絶対にあり得ません。

私のお金を取り返すためにも助けてください。

Dear player,

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 specify when the KYC verification started and when exactly you sent the last document (residence card)?
• Were your other documents successfully verified?
• Based on your conversation with the live chat agent, I can see that you were offered alternative documents to prove your address, that are utility bill, phone bill, or bank statement with your full name and address. Have you provided any of them to the casino?

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, 

Natalia

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We are currently working on this, but there is no prospect of a solution.

I have submitted multiple documents that meet the requirements, but they are being rejected for various reasons.

・Bank statements are invalid if there is no transaction history.

・Documents must be written in Roman characters or they will be invalid

・The address on the account is written in Roman characters, so even if you try to change it to Japanese, it will be invalid because there is no postal code.

(You don't need to change your postcode.)

Although the casino says that they only need to know your name and address, they keep adding more and more conditions and it seems that they have no intention of going through KYC at all.

All Japanese documents are not supported. (I have passed KYC at over 10 other casinos, but this is the first time I have encountered a problem.)

All I can say at this point is that I have submitted all of my bank statements, electricity bills and utility bills.

What should I do next?

現在対応して頂いていますが、解決の見込みはありません。

条件を満たしている書類を複数枚送信していますが、色々な理由をつけて却下されます。

・銀行の明細書ですと、取引履歴が無いと無効

・ローマ字表記の書類でないと無効

・アカウント側の住所がローマ字表記の為日本語に変更しようとしても郵便番号の記載が無いので無効

（郵便番号は変える必要は無いのに）

カジノ側は氏名と住所が分かれば良いと言っているのに次々条件を増やしてきて一切KYCを通すつもりが無いように感じます。

日本のあらゆる書類がサポートされません。（他カジノを10個以上KYCを通して来ましたが初めてトラブルが発生しました）

現在言える事は銀行の明細書・電気料金の請求書・公共料金の請求書すべて出しました。

私は今後どうすれば良いでしょうか？

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear speedstar,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Natalia