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I tried to verify my account using my latest electricity bill, but the automated system says that the document is not original. I downloaded the document directly from my electricity provider and did not edit it in any way. I will also attach the PDF here so you can double-check it.

I contacted their KYC support via email, but they refused to help and insisted that I must complete the verification through the automated system. I also tried using my latest water bill, but the same problem appeared again.

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Dear LitBruvBigMan,

Thank you for submitting your complaint. I’m very sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention.

Please note that KYC (Know Your Customer) verification is a mandatory security process designed to protect both players and the casino. Because online casinos cannot verify identities in person, KYC is the only reliable method to confirm that an account and its funds belong to the rightful owner. Licensed, reputable casinos handle this step carefully. Although verification can sometimes take a few business days, it is carried out to protect you and prevent misuse of your account. It is also common for casinos to request additional documents even after an account has been verified previously.

To help us investigate and expedite the process, could you please provide the following details:

• Do I understand correctly that verifying a utility bill seems to be the only issue?
• Have you provided any other documents to verify your account and have they all been approved?

We hope to resolve this matter quickly. Thank you in advance for your reply and cooperation.

Best regards,

Kristina

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

Dear LitBruvBigMan,

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,

Kristina