True Blue Casino - Player is stuck on the verification process.

I am stuck on proving my residency in Australia.

This is completely and utterly ridiculous. This is the first, the one and the ONLY casino that is making me jump through hoops for AU$750.

Now here is the really stupid part.... I get told one thing, and then another. 

I have been told that a utility bill would be enough to prove my residency. So I have sent a Utility Bill that has my name and address on it.

BUT THEN..... I get told that the ONLY way is to send my Citizenship Certificate and/or Australian Passport.

I have lost my certificate and it is too expensive to replace it. I have never left Australia since my arrival in 1999, therefore have not needed a passport.

Just for the record, there are certain Government things that you cannot apply for unless you ARE a resident or citizen of Australia.

Some other good examples are, Medicare, Welfare,Voting Registration, Australian TAX number.

I would not have any Government asssistance, if I had NOT been able to prove my residency. 

But NO! True Blue obviously loves taking advantage of gambling addicts. Loves taking the money from its customers. So greedy that they don't like paying out any winners, no matter how big or small the winnings.

They think that if they stall long enough, the customers will most likely just say "F@#K IT - the casino can keep it and they can kiss my A** too".

Regards,

Oliver

Hello, Oliver.

Thank you very much for submitting your complaint through our website. We completely understand that your situation is serious. Please, be aware that we publish this complaint, so we recommend you avoid indecent forms of language. 

The verification process is a mandatory procedure in most casinos. Usually, you need to verify your account when you ask for your first withdrawal, but sometimes casinos ask for some documents even during a subsequent withdrawal of a higher amount.

You are right, the utility bill is sufficient to verify your account in most casinos. In this case, it looks like the casino needs additional documents and we completely understand that you don't necessarily have to be able to provide all of them. The best case would be if the casino provided you with another option. Did you specify your problem to the casino? Did they provide you with any extra solution? 

Best regards, Jozef

Hello, Oliver.

We are extending the timer by 7 days. Please, be aware that in case you fail to respond within the given time frame, we will consider your issue as rejected and your complaint will be closed accordingly. 

Best regards, Jozef

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.