GoodMan Casino - Player struggles with verification due to address change.

They are not approving the account verification for withdrawals because I have changed my residential address, and the registration address is different from the current one.

I am sending them the documents with the new address but they keep rejecting them with the reason that it doesn't match the one on the registration.

Hello Claudio73,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoodMan Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for your help.

I started the verification process on August 10, 2023.

to date they have only approved the credit card photo and my ID.

for days I've been sending him a bill for utilities from the house which shows that I have changed my residence but

each time they reject it without specifying the reason.

We write to each other several times a day and it's always the same thing.... I send what they ask of me but they always reject it saying "that the registration address" and that of the document are different. I've already written several times

that since I registered on the site to date I have moved house. but they don't understand it (or they want to pretend they don't understand it).

I'm here if you need anything else

Hello and thanks

Claudius

Hello Claudio73,

As the recommended time frame for the verification is 14 days which should be around tomorrow, can you please advise if there's been any update regarding your case?

Hi Nick,

now they have approved it. on the other hand, now they don't approve the withdrawal method.

I can only by bank transfer and obviously they continue to reject it even though I have given them proof of my bank account by sending an account statement.

very unreliable casino.

hello and thank you for your interest

Claudius

Hello Claudio73,

If you can use a method to deposit it doesn't necessary mean that it can be used to withdraw as well. Unfortunately, the player has to chose from the available option within the casino to receive his balance. Is there any other method you can use?

Dear Claudio73,

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.

Hi Nick,

after more than a week I received the bank transfer.

thanks...case closed.

a greeting

Dear Claudio73,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru