One Casino - Player is struggling with account verification.

To confirm the account, I have sent a proof of address from the bank statement. Official Suomalainen bank account statement, the same account from which I also make deposits. My official address is Poste restante …… That doesn't work for them. I receive all letters from the pension institution, the hospital, the national pension institution at this address, which is officially and. Legally my address. It doesn't work for them and they ask for proof of the address, don't I have anything but this address because it IS my address. I have also provided them a photo of my passport which has been accepted. Now I can't withdraw my winnings.

I have not encountered this in any other casino, even though my address is this. The address shown on the bank statement is always accepted.

Dear Jema77,

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 verifying your home address seems to be the only obstacle standing between you and your winnings? Has the casino requested 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

Hey.

Yes, you understood right. I have sent an ID. It has been approved. Now they demand, for example, an electricity or water bill from another address, which is impossible because I don't have another address. invoices. Now they are asking me to change my address. According to the customer service, "It is relatively easy and quick to change your address in Finland" What? So you have to change your address? Where? To someone else? And waiting for an electricity or water bill, from someone's address with my name on it. However, you can register for onecasino with a Poste restante address and deposit, but then withdrawal is impossible with that official address. I was told that this is the case, that without these aforementioned actions I will not be able to repatriate my funds. At my own request, I just closed my account. I am a customer of many casinos, and the address has worked for them and the bank statement with this address served as proof. I really do not recommend this casino.

Thank you very much for your reply, Jema77. Before we contact 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.

Dear Jema77,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.