National Casino - Pelaajan vahvistusprosessi on viivästynyt.

im having trouble with the verification part of the casino.

they are asking for a lot of documents from me and despite submitting everything they ask for , they keep asking for the same things ive already submitted over and over again.

so far this is what i submitted to them :

-picture of my ID (front /back)

-selfie with my ID

-bank statement showing proof of deposit

-another bank statement showing my proof of address

-selfie with my ID + paper with numbers they asked for

-a letter from my employer saying im employed with my salary amount.

they want an alternate proof of address even though on their own terms and conditions they state that bank statement is a valid POA :

"10. A photo or a screenshot of a document confirming the current address of residence: the data (name, address of residence + date of issue of the document) coincides with the data in Player’s details. To confirm the address, a utility bill / bank statement / payment for mobile services is acceptable / photo of registration from the passport is acceptable for players from the CIS. The document must be no older than 90 days (3 months)."

i live with my parents so im a little limited in terms of documents that are on my name. they dont seem to be very understanding of that.

they keep repeating for things i already submitted. so i feel like im going in circles here.

i would like some help in resolving this please.

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Dear mamariv,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

To better understand your situation, could you please provide some additional details?

• Have you received any specific feedback from the casino explaining why the submitted documents were considered insufficient or inadequate?
• Have you tried asking the casino for clarification regarding the exact documents or format they require?
• Did the casino provide any deadlines or estimated timeframes for resolving the verification issue?

These details may help us better assess the situation and assist you more effectively.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Have you received any specific feedback from the casino explaining why the submitted documents were considered insufficient or inadequate?

yes i have but their feedback isnt helpful or true:

for my proof of address they wrote: "Please upload proof of your address issued in your name, showing the registered address and having an issuance date within the last 90 days." the bank statement is from one month ago

for the selfie they wrote: "Please upload a photo of yourself holding your ID in one hand and a piece of paper with the digit 422932 in the other. Please note that both of your hands should be fully visible. Please, make sure that all details are clearly seen on your ID". my hand is visisble and the details are clear.

i can send it all to you if need for furteher verification

Have you tried asking the casino for clarification regarding the exact documents or format they require?

-yea i did and im still waiting for a response via email

Did the casino provide any deadlines or estimated timeframes for resolving the verification issue?

-no

Thank you for your reply and for providing the previous details, mamariv.

• Have you tried submitting additional types of proof of address, such as a utility bill in your parents' name while explaining your living situation?
• Could you provide any additional communication you had with the casino regarding your submission/verification?

You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Have you tried submitting additional types of proof of address, such as a utility bill in your parents' name while explaining your living situation?

no i havent , i suppose i can ask them and see what they say

Could you provide any additional communication you had with the casino regarding your submission/verification?

yess ill send it all by email

Dear mamariv

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear mamariv,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from National Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear National Casino,

Could you kindly provide detailed information regarding the player's issue?

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear mamariv,

Thank you for being so patient.

Please be informed that the relevant department will contact you directly by email regarding the verification process. They will provide further instructions and let you know if any additional documents are required from your side.

Kindly check your inbox and follow the instructions once you receive the email.

i just want to let the record show that you already asked me for a photo of myself holding your ID in one hand and a piece of paper with the digit 422932 in the other, which i promptly submitted and it was approved by you . now you are asking for the same picture again but with different numbers ? why ask for the same type of pic twice ?

also you asked for another proof of address when i already sent you a bank statement with all the proper information on it. i don't have an alterative proof of address. also id like to add that you are going against your own terms and conditions by not accepting my bank statement as it clearly states in it that bank statement are acceptable. i attached a screenshot of that term. also i also uploaded ANOTHER selfie with my ID and the NEW NUMBERS on a paper you requested once again for a second time

Hello mamariv,

We understand your frustration and emotions regarding this situation.

However, in order for the relevant department to continue reviewing your case, we kindly ask you to cooperate with our Support Team and provide all documents or information they request from you.

Please follow the instructions sent to you by our colleagues. Once the required information is received and checked, you will be updated accordingly.

Thank you for your understanding.

ive submitted the new selfie and it says its approved and im still waiting for my withdrawal now . as i explained earlier, i already submitted my bank statement as a proof of address which has to be accepted according to your terms which i screenshotted in my previous post here.

Hello mamariv,

Could you please confirm whether you have already received a response from our colleagues regarding your case?

We would also kindly ask you to let us know if your situation has been resolved or if you still require further assistance.

Thank you in advance for your update.

Dear mamariv,

Could you please forward all documents you have submitted to the casino to hadi.a@casino.guru so we can review them on our end?

i did , thank you

Dear mamariv,

Thank you for sending the documents over. We have received your email and will review everything on our end.

Dear National Casino,

Could you confirm the current status of mamariv's withdrawal request? Both selfie verifications appear to have been approved, and the bank statement submitted as proof of address shows the player's name, current address, and a date within the required 90 day period as per your own clause 10. Please let us know what specifically remains outstanding for this withdrawal to be processed.

they keep canceling my withdrawal

Dear mamariv,

We would like to inform you that you may now proceed with withdrawing the remaining balance from your account.

At this stage, no additional documents are required from your side. Please submit the withdrawal request through your account, and it will be processed according to the standard procedure.

Thank you for your cooperation.

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

Dear mamariv,

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,

Hadi