I have already contacted them and they tell me in the chat that my information is correct and that my documents are correct. What's going to get them into it? And I send them my data again and they reject it. And in the message they send me they tell me that if I do not have any of the documents they ask for, that a residence letter and my identification is enough.
There it clearly stated that with a residence letter. I want to send you a document and it won't allow me
I want to send you a document and it won't allow me
Sorry, I do not understand what document you would like to send me. 🤷♀️
Would you like, by any chance, to file a complaint here with our team, so we can have a better look at this issue and perhaps help you out? What do you say? Just submit it here, please.
Let us know if any other assistance is needed, we'll be ready to help.
They returned the money that I requested to withdraw, but to the casino account so that I could use it in the casino, because they did not want to give me any proof of address, they accepted only the identification but they did not want to accept the proof of address and that is why They returned my winnings to the casino account so I could play it.
I would say that our complaint team could have a look into this issue and try to find out the reason, if you'd like us to. What do you say?
And how can I make a complaint?
I have already posted the link above. So just in case, here it is again. Please let us know if everything is okay with submitting.
I already sent them a water bill with the current date and a current residence letter, and they told me again that they are not valid. Here I leave what they gave me and it clearly says that 1 residence letter is enough to verify, and they tell me that it is not valid 
It won't let me make the complaint, the app kicks me out when I'm trying to finish creating the complaint
Please try to clear up the cookies and restart your computer and if the issue still persists, send an email to complaints@casino.guru to file a complaint. Let us know if you manage everything okay.
I already sent them a water bill with the current date and a current residence letter, and they told me again that they are not valid. Here I leave what they gave me and it clearly says that 1 residence letter is enough to verify, and they tell me that it is not valid
Hello, I'd like to say that the rules are just one part, but the other thing is whether the casino needs further documents to confirm your address, for that usually another official statement holding your full name and address is required. If you can provide some, please do so. Make sure to follow the instructions: "All documents must be clear and fully readable".
Yes, I understand that perfectly, but let's see if I don't have a receipt in my name, because the house where I live is not mine, and in order for me to give them proof of address in my name I have to have a contract, which I don't have, why not? The house is mine, but I also sent them payment receipts from the state government in my name and address, and the only thing they say is that those receipts are useless or do not count.
Do you know how many receipts I have sent you for water, for payments to the state government, for telephone, even a letter of residence where my address perfectly and transparently endorses the years that I have been living there, my photograph, my signature, there are all the necessary data that They take care of me and you know what they told me, the same thing is not valid. That's what they told me.
That type of casino just to keep the money you earn, unfortunately there are casinos that blatantly steal from you as well as that beta casino, today I logged into my account again and it won't let me in, until I accept its updates and changes that they were, and I want to read them first before accepting them and it won't let me read them, I have to accept them first
Yes, I understand that perfectly, but let's see if I don't have a receipt in my name, because the house where I live is not mine, and in order for me to give them proof of address in my name I have to have a contract, which I don't have, why not? The house is mine, but I also sent them payment receipts from the state government in my name and address, and the only thing they say is that those receipts are useless or do not count.
Good, thank you. At least we can expel the usual mistakes. What remains may provide hints. One step closer perhaps?
So, it appears that the casino is still in search of adequate documentation to verify your address and full name with a 100% match. Although you used both versions in the response, it is unclear if the home you live in is yours or someone else's.
Even though the confirmation is a standard process, something is most likely incorrect. Hard to say on which site.
Do you know how many receipts I have sent you for water, for payments to the state government, for telephone, even a letter of residence where my address perfectly and transparently endorses the years that I have been living there, my photograph, my signature, there are all the necessary data that They take care of me and you know what they told me, the same thing is not valid. That's what they told me.
I know you have probably tried, but I would ask the casino what specifically is not valid.
The whole time, I had the impression you would try hard to provide anything helpful, so I do not quite understand the casino's lack of explanation. When the last document was rejected, how did the support announce this, please? Did you receive an auto-generated email, or a custom one? Is it perhaps visible in the account?
It would be nice to know there is an actual person you can ask how to get rid of this problem.
Has anyone suggested a verification call, by the way? I think it has slowly become a decent solution.
That type of casino just to keep the money you earn, unfortunately there are casinos that blatantly steal from you as well as that beta casino, today I logged into my account again and it won't let me in, until I accept its updates and changes that they were, and I want to read them first before accepting them and it won't let me read them, I have to accept them first
I am not sure for how long you have been trying to pass this trial of patience, but I wanted to remind you that when all fails, you can always submit a complaint. Just think about this possibility, please.
I have sent them my documentation 20 times, in pdf, in photo, in screenshot, and they always reject it, here are some rejections 
Therefore, if you don't know what's going on and what else you should do to have your documents accepted, you have the option to file a complaint as Radka announced. Our team will try to help you in your situation because I can see that you are going in circles.
Don't you think that would be the best thing you could do ?
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