Star Casino IT - Player’s documents repeatedly rejected.

Hello, I have provided multiple documents to the casino in PDF format, including my bank's signature and a declaration of ownership of the card used. However, the casino rejected these documents, claiming the provided PDF was blurry. Frankly, I don't understand what this means. I would appreciate it if they could be asked publicly for clarifications on this matter.

Dear vincenzoslot4534,

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 you provided the original PDF documents of your bank statement and the original PDF of a letter confirming ownership of your bank card?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Yes I provided those documents

Thanks for your reply.

Could you please send me the documents you provided to the casino, and the response from the casino denying the verification of these documents?

My email is tomas@casino.guru I apologize for the inconvenience.

they do not provide explanations regarding the documents, I forwarded them to you

can you help me?

Dear vincenzoslot4534,

I haven't received any email from you so far with the documents I requested from you earlier. I've sent you an email, please forward the information as a reply to it. I apologize for the inconvenience.

Dear vincenzoslot4534,

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.

Dear vincenzoslot4534,

I am terribly sorry but I haven't received any email from you. Kindly try sending the information using a different email under @gmail.com @proton.me or a similar service. I apologize for the inconvenience.

Dear vincenzoslot4534,

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.