Grande Vegas Casino - Player’s struggling to complete the account verification.

It's a no deposit bonus, but I've met the conditions and have a balance of $ 200. I prepared all the necessary documents and sent them, and confirmed the receipt, but I received an email that I could not respond because the final answer was written in Japanese. Is it because the documents I sent with great difficulty even though I was able to register from Japan are in Japanese? Isn't it now? If English notation is a condition, how about not notifying in advance such as writing on the homepage? I can't get my passport from now on, and I can't confirm my residence in English.

Paste the email content below.

We have received your email with the attachments, thank you. We were unable to complete the verification process as the copy of your Photo Identification cannot be accepted as it is not in English. We kindly ask that you provide us with a copy of a passport for international travels along with a proof of address in English which matches the name and address registered on your grandvegas account.

We kindly ask that you take clear legible digital pictures of the actual card and email:

--Front and back of a signed, valid piece of Photo Identification (Passport)

--A proof of address (utility bill or bank statement showing the name and address registered on the account), issued within the last 2 months

--A picture of you holding your Photo Identification to your face. Please ensure that the details of your Photo Identification are visible in the picture.

Please ensure that the entire card / document is visible (no portion should be cut off / cropped). Please note that partially cut off / cropped photos, will not be accepted and will result in delays.

For clarity, please ensure that the documents are of high resolution.

Dear Jamjam,

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.

Do I understand correctly that providing your personal documents in English seems to be the obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I'm not sure what the KYC is, but it's important. If so, why should you explain before letting the customer play? It cannot be approved unless the evidence is written in English. You should prepare an environment to explain if it is an absolute requirement to withdraw money. The conditions for playing and the conditions for withdrawing money are translations, but I read them a lot. English notation was not an absolute requirement in the conditions of evidence. I understand that English is a common language. However, as I said earlier, the notation or chat operator should explain it. We will prepare the documents, send them to you, confirm the receipt, and the confirmation will be completed in 3 to 5 business days. However, it is insane to prepare an address confirmation and ID card written in English in the phrase that made you wait. It's strange that a historic casino with a formal license can stingy for only $ 180. If you pay normally, there are lots of fun slots, so you should make a deposit and play, introduce them to your friends, and praise them as a very good casino on SNS. Wouldn't it be very profitable to hire local Japanese staff and increase the number of customers from Japan? Isn't it something that a licensed and historic casino does? Sorry for the long sentences and translations.

By the way, I don't have a passport because I don't plan to go on a trip. The time and cost of getting a passport is over $ 180. It seems that it is not possible to issue a resident card in English. I was asked to have it certified at a consulate. That is also not balanced in cost and time.

Thank you very much, Jamjam, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Jamjam.

Unfortunatelly, we received several similar cases like yours recently.

There is the only way to receive the winnings, which means translating the documents and notarising them (~70USD). Before you do so, please clarify with the casino which documents they need and will accept, to avoid paying for translation of documents that the casino will not use.

Dear Jamjam,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.