The player from Bulgaria struggled with winbet.bg's request for a permanent address verification document, which was challenging due to their current renting situation and the sale of their previous home. The Complaints Team explained the importance of KYC procedures and suggested providing a renting agreement as proof of address. The player later confirmed that the issue was resolved. The complaint was marked as resolved by the team.
WinBet Casino BG - Player is facing address verification issues.
Amount: 2,500 лв
WinBet Casino BG
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello, winbet.bg is requiring me to provide a document verifying your address: a document from the municipality for permanent address registration showing the address registered on your ID card (issued within the last three months with a signature and stamp). However, I no longer live at the address on my ID card—the house has been sold and has new owners. I am currently renting, and my landlord is not willing—nor is he obliged—to register me at his address for permanent residency. He is, however, willing to register me for current residence. I explained to winbet.bg that I am renting, but they are still asking for a document from the municipality for permanent address registration and not for the current address. Do they have the right to request such a document for permanent address registration when I am renting?
Automatic translation:
Public
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6 months ago
Dear wesin67,
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.
- Have you offered any proof you live at the current address of the casino, such as a renting agreement?
- 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
Public
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6 months ago
Translation
Hello. The problem is already solved. Thank you for your time.
Automatic translation:
Public
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6 months ago
Dear wesin67,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
Casino.Guru
