The player from California had issues verifying her identity at the casino, which prevented her from cashing out her $1,000 win, despite having provided clear pictures of her ID. She had been submitting these documents daily for the past 5 days. The player had suggested submitting a picture of her holding her social security card as an alternative. We had requested all relevant communication between the player and the casino. However, the player failed to respond to our messages and questions within the given time frame, which led us to reject the complaint due to lack of further information.
Sunrise Slots Casino - Player struggles with identity verification for withdrawal.
Amount: $1,000
Sunrise Slots Casino
Safety Index:Below averageSafety Index
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5.6
Sunrise Slots Casino has a Safety Index of 5.6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Every time I go to verify my identity even though it's a clear picture they keep telling me that it's rejected now I deposited $100 in there and I want $1,000 I would like to cash out my money
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8 months ago
Dear mylenea1227,
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 as soon as possible and in the correct format?
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
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8 months ago
The front and back of my California state 🆔 . Do u want me to send u the document I uploaded about 4 hours ago everyday for the past 5 days
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8 months ago
Can I upload a picture of me holding my social security card with today's date cause I only have a picture of my ID until I can make it to the DMV on Monday
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8 months ago
Thank you very much for your reply, mylenea1227. 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.
