Sportaza Casino - Player’s struggling to complete KYC verification.

Hi

I opened an account to sportaza before about a month ago (maybe little more) I put some bets and i won. Then i asked a withdrawal request of 100€ and i received my winning normaly. (deposit and withdrawl via crypto).

After some new winning bets i asked a new withdrawal request then sportaza asked from me to verify my account. They asked from me send my NATIONAL ID CARD and a utility bill or bank statement to confirm my home adress.

After that i followed their instructions and i sent my NATIONAL ID CARD an electricity bill and additional a bank statement as extra doc to be sure that all documents will be fine to pass verification. After 5 days!!!! they reject all my documents. I asked for the reason and they said that my ID Document was not NATIONAL ID CARD but.... POLICE CARD. I do not know what they exactly mean. In Greece National ID CARDS issued by GREEK POLICE AUTHORITIES the same thing happens when issue a Greek passport. It issues by Greek police Authorities. I explained it to that to them. I explained that the ID Card wich i sent is my NATIONAL ID CARD and i can travel with it to all European union as passport and they can check it but they ignore me. They accept players from Greece without knowledge of what kind of papers given to Greek citizens by our government. Second i have no explanation about the other documents why rejected (electricity bill and bank statement) all the asked details (home address, Name, date of issue) was written as asked and the papers sented as electronic files as i receive it from my bank and electricity provider. I do not know what can i do. Their kyc department stopped to answer to my mails and i do not what to do.

I will appreciate if you can help me with this situation. If this complain doesn't much with your requirements as a complain then delete it but I'm desperate because i have about 630€ to my account and its important amount for me.

Thank you

Dear aofsampali,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

FIRST MESSAGE FROM SPORTAZA AFTER I SEND THE PAPERS AND MY ANSWER

Dear Marios,

Thank you for contacting our Sportaza Support Team.

We would like to thank you for providing the documents and please be kind to provide us with the following:

- another form of ID documentation, such as his passport, driving license or national ID card;

- Another Proof of address documents (High quality) such as a Bank statement, Utility bill, or any government-issued document. His name, address, and issue date (no more than 6 months old) must be present in the document. Advise him that all four corners of the document should be visible. We do not accept bank statements from direct banks.

If you have any additional questions, please, do not hesitate to contact us via email support@Sportaza.com or via Live Chat.

MY ANSWER

May i ask the reason of rejection of my ID CARD

Next i receive this answer

Dear Marios,

Thank you for contacting our Sportaza Support Team.

We would like to inform you that Police ID is not a valid proof of ID.

In addition, we require another document such as : Identity Card, Passport or Driving License.

Thank you in advance, looking forward to your reply.

If you have any additional questions, please, do not hesitate to contact us via email support@Sportaza.com or via Live Chat.

FOLLOWING MY ANSWER WICH I EXPLAIN THAT IS MY NATIONAL ID CARD

THIS IS NOT POLICE ID CARD. 

This is MY NATIONAL ID CARD. 

 ISSUED BY THE GREEK AUTHORITIES. I CAN TRAVEL TO ALL EUROPEAN UNION WITH MY CARD. THIS CARD IS A TRAVEL DOCUMENT AS PASSPORT. THIS IS THE ID CARD WICH ISSUED FOR ALL GREEK CITIZENS. 

EXCUSE ME BUT 

IF YOU DO NOT KNOW HOW ISSUED THE ID CARDS IN GREECE THEN YOU SHOULD ASK SOMEONE WHO KNOWS ABOUT GREEK ID CARDS

PLEASE FINISH MY VERIFICATION THIS IS MY NATIONAL ID CARD 

After this message i asked why my utility bill doesn't pass the verification but they did not answer and i send extra documents specifically 3 bank statements and one bill of internet-phone of my home. I do not have any news from them

I try to attach screenshots of mails

Today i received a mail that my account finally verified. Thank you very much for help.

Awesome news, aofsampali. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.