Ag Awards

Always Cool Casino - Address proof

Complaint Info
Disputed casino Always Cool Casino
Reason Verification issues
Posted on May 16, 2014

I was trying this casino with 100$ no deposit. I made the necessary wager requirements and then I tried to withraw my winnings.

My verification documents were required. My identification card was validated and my address proof was not because it was received more than 3 months ago.

I went to my bank and I requested a bank statement with my name, address and date, I was told bank statements from my bank will not have any information of my address. They gave me a document with my account informations (NIB, IBAN, ...), present date, address and my name.

I submitted this document and I was told by support this document was not valid because it wasn't a bank statement. In other hand, I still live with my parents and no utility bill has my name. This way I will never be able to verify my address and will never be able to withraw any winnings. In my case (and surely more portuguese players) isn't there any way to verify my address?

Thank you in advance for any help you can provide.Best regards,

< name removed >

Posted on January 10, 2013

Please provide Accounting your home utility bill. Since you say you live with your parents the last name should match. That is enough.

Posted on January 11, 2013

I have already sent the requested file. I will update this complaint when I get the response from accounting.

Posted on January 14, 2013

We have received the document and I believe it has been approved.

Posted on January 14, 2013

Yes, they were approved. I just sent Accounting department my neteller informations so the payment can be made.

Thank you for support!

Posted on March 12, 2013

 Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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