Woocasino - Player’s struggling to complete account verification.

So this isn't really a complaint. I just need advice. My verification is at a roadblock because in south Australia our proof of age photo identification card doesn't contain an expiry date, only the date the image was taken.

Drivers licence hasnt been renewed yet so i don't the ability to supply that to them as its expiry date is passed.

How can i sort this out or what other documents would be sufficient to pass my KYC. They are a great casino from my experience so far .. im just not sure of what to do.

Dear jasmineandharrison,

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.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and successful verification? Has the casino approved the rest of your documents?

Have you tried to explain the situation to the casino?

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

Dear jasmineandharrison,

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.

So I've explained many times and the response is the same each time "please upload your identification with expiration date displayed."

Nothing else seems to be offered s an alternative. And I'm not sure why most other casinos are happy to pass my proof of age card containing no expiration just the image date for verification.

Thank you very much for your reply, jasmineandharrison. Before proceeding with this complaint, 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.

Okay will get onto it and forward you any further details etc

jasmineandharrison, I have not received any emails from you yet. Please, be aware that in case you fail to provide the required information in the next 7 days, we will reject your complaint.

Unfortunately, we’re forced to close 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.