Hello
The casino rejected the withdrawal of my winnings and informed me of the need for a verification procedure.
I hoped that there would be no problems with this, but I sent them all the documents that I had and this was not enough for them
We sorted out the identity verification quite quickly, they accepted my Russian Federation passport without any problems. But casino employees refuse to verify my residential address.
They asked for a utility bill. I am not the owner of the apartment in which I live. I live with my mother. I sent them an invoice in my mom's name. The address in this invoice coincides with the registration address in my passport of the Russian Federation. Also, my mother has the same last name as me. The casino employees did not accept this document and asked me to send a utility bill in my name. I can’t send them an invoice in my name, the invoices come in my mother’s name.
We moved on. I sent them a document from my bank. I sent them a certificate listing the expenses from my bank card. This document contains my residential address and my passport details. It fully confirms my residential address. The casino wasn’t happy with this and I didn’t understand why. The problem is that they responded to almost all my requests with an automatic letter with a list of documents that are suitable for confirming the residence address. Literally to my question why they do not accept a statement from my bank account, they responded with a letter with a list of suitable documents. And on this list was a document from the bank. Very cool, thanks
I play in many casinos and these documents were enough for everyone. I didn’t know what to do next and went to the administration of my city. There I was given an electronic document confirming my registration at my place of residence. I sent them a document that listed the registered residents of my apartment. I was in this document. And also in this document was my mother, to whom utility bills are issued. I have attached an electronic signature to the letter, which confirms the authenticity of this document.
In total, I sent them all the documents that I have. I literally had nothing else to send, because in Russia I don’t receive bills for Internet and mobile communications. The money is simply debited from your bank card. 1.I sent them my passport with registration information. 2. I sent them a utility bill in the name of my mother, where I live. 3. I sent them a document from my bank. 4 I sent them a document from the administration of my city.
I sent them a letter saying that I was going to file a complaint against them. In response, they asked me if I had sent them a utility bill. That is, after a month of our communication, the support operator did not even bother to check our email correspondence.
The casino was not interested in solving my problem. I had long verification procedures at other casinos, but in the end, I managed to find a common language with everyone and go through the procedure successfully. This is literally the worst casino I have ever played in and I want to warn all players.
Thanks for reading this.
