Palms Bet Casino - Player’s struggling to complete account verification.

I have not been able to verify myself for 10 days, they are asking me for all kinds of documents, so far I have given them an ID card, a certificate of address registration, tax paid and photos of me with an ID card and a date written by me. Now they want my international passport and I don't have one. What can I do.

Dear Vesela570,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Thank you very much, Vesela570, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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 Vesela570,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite Palms Bet Casino to join the conversation and participate in the resolution of this complaint.

Dear Palms Bet Casino,

Can you please advise how the player should verify herself when she doesn't have a passport? Is there any other additional document she can provide you with?

Thank you.

Best wishes,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

The customer is required to provide additional documents other than the standard ones for verification. This is the complete right of the Promoter in case there is any doubt about the identity of the account holder.

In this order, as of today we expect a valid identity document - PASSPORT to be applied from the "verification" menu, or by email - support@palmsbet.com.

The client is promptly informed about each additional document.

Regards,

Dear Palms Bet Casino,

I understand that KYC is a very important process, but from our point of view, there are many situations where a player may not have a passport, so we think there should be other options for verification.

I will now ask the player if they are willing to issue a passport. But if not, I'm afraid this case will be closed as unresolved.

Dear Vesela570,

Are you able to obtain a passport in order to verify your account?

Thank you.

Kind regards,

Tomas

No one can help you with this site, that's all I can tell you, don't play there, it makes no sense.

Dear Vesela570,

Could you please answer my above question? Thank you.

Kind regards,

Tomas

I won't get a passport.

Dear Palms Bet Casino,

Considering the player's statement that she won't issue a passport, could you please advise if you would accept, for example, a birth certificate or perhaps a verification call with the player?

Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Vesela570,

As there appears to still be no progress with your verification, I’m afraid there is not much that can be achieved without cooperation from the casino side. This complaint will now be closed as unresolved and hurt the casino rating.

We believe that a passport is not a mandatory document to pass the verification with, and that's why we expected the casino to offer other alternatives as a birth certificate or verification call. We understand the casino has the right to ask for such documents, but this isn't the best player experience.

I recommend you consult the gambling authority that the casino is regulated by and try to achieve a better result.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas