Zip Casino - Player's account verification is delayed.

On the first verification try, I submitted an official PDF bank statement from Nordea, which lists my current registered address. I initially selected this address for my account because it is where my bank statements are delivered. However, despite this, the document was rejected without explanation.

I explained to their support team that I reside at two addresses — the one currently listed on my account (where my bank statements are delivered, but utility bills are under my parents’ name), and a second address where I receive utility bills in my own name.

I requested to update my account to the second address.

This would allow me to complete verification using a standard utility bill in my name. However, support instead insisted I provide a birth certificate and a utility bill in my parents’ name, and stated that I could not change my address without submitting those documents.

I feel like this completely unnecessary. I have already provided my ID and the automatic verification system has accepted my verification two times but rescinded the verification afterwards because of not accepting the bank statement for some reason.

I don't know what to do and need help.

Dear WillGamba,

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.

• Do I understand correctly that you filled your player's profile with an address you no longer reside at?
• Have you completed account verification in the past?
• Could you please explain when you moved to a new address?
• Are you able to provide proof of address to the address listed in your player's profile, such as a confirmation from your municipality?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Do I understand correctly that you filled your player's profile with an address you no longer reside at?

• I live at both addresses. The one I provided at first is my parents home. I get my bank statements to this address. The one I want to change to is in the city that I study in. That is where I get utility bills in my name. The Casino denied my bank statement without any valid reason so to complete the verification I would have to use the other address on my account.

Have you completed account verification in the past?

• I have tried to complete the verification process two times. Both times it has gone through but after some time it has been rescinded. The second time it was due to using an official letter which was listed as an option for verification on the 3rd party verification site. The first time I used a bank statement from Nordea and it was denied without giving me a valid reason.

Could you please explain when you moved to a new address?

• I have lived at both addresses for multiple years.

Are you able to provide proof of address to the address listed in your player's profile, such as a confirmation from your municipality?

• yes

Thanks for your reply and explanation.

If the issue persists, could you please share your recent exchange with casino support regarding the requirements to complete verification in the casino as evidence?

Send the information to my email at [email protected]

I just sent you an email. Still some problems.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martina ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear WillGamba,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Zip Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The problem has been solved and my account is verified. Zip Casino accepted the same bank statement that was denied at first. I still haven't been given a reason why it was denied at first.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear WillGamba,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina