The player from Germany had provided all the requested verification documents to the casino, but the casino kept demanding additional documents, including a specific photo taken outside his house. The Complaints Team had explained the importance of the Know Your Customer (KYC) process to the player and asked for further details about the documents he had already submitted. However, the player did not respond to their inquiries. As a result, the Complaints Team was unable to proceed with the investigation and had to reject the complaint due to lack of cooperation from the player.
Rebellion Casino - Player is facing continual requests for documents.
Amount: €650
Rebellion Casino
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I have uploaded all the data that was requested for verification, but they keep asking for more. For example, they now want me to take a photo in front of my house holding my ID, with the street and house number visible. Could you please assist me in this matter?
Automatic translation:
Public
Public
9 months ago
Dear MM99,
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.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents in the correct format as soon as possible?
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
