The player from Greece is unable to verify their account because the casino's system does not accept their submitted documents for proof of residence, including a natural gas bill and a bank e-statement. This issue prevents the player from making a withdrawal.
Instant Casino - Player's withdrawal is delayed due to verification issues.
Amount: €290
Instant Casino
Safety Index:Above averageSafety Index
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Case opened
Current status
Waiting for player to reply
1d 14h 21m 54s
Case summary
5 days ago
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1 week ago
Translation
I am trying to verify my account in the designated section of their website, but it won't allow me to upload documents for proof of residence.
I have uploaded both a natural gas bill and a bank e-statement showing my details and my permanent residence, but their system does not accept them, resulting in me being unable to make a withdrawal.
Automatic translation:
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1 week ago
Dear Kostas207,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Do I understand correctly that verifying your home address seems to be the only issue?
- Have you provided any other documents and have they all been approved?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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1 week ago
Translation
I have also submitted my ID which so far seems to be accepted by their system
No one ever replies to emails
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1 week ago
Translation
Unfortunately they keep making fun of me
Their system says I have exceeded the number of attempts to upload documents
Now I have been notified again that it will unlock the system so I have to do the process of uploading the documents all over again
While it basically never accepts the documents it asks you to re-upload the document because it doesn't show clearly
As soon as I do it kicks me out saying I can't upload the same document multiple times unbelievable bullshit
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5 days ago
Thank you very much for your reply, Kostas207. Do I understand correctly that you are in regular contact with the casino? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Kostas207 has 1d 14h 21m 54s to reply
