Casino rejects requested documents

Hello!

July 29, 2022, I decided to withdraw money. Lapilanders support requested verification. On the same day, I uploaded the requested documents: passport, utility bill (water and sanitation for June 2022), and a screenshot of my Neteller account.

On the same day I received a letter:

- Please note that the documents we accept are specific, and should be in PDF form or photographs of a physical copy. We cannot accept mobile screenshots scanned images or cropped documents.

In order for your account to be verified, please provide us with a photograph of the whole page, or a PDF document, of a proof of address that is issued in your name, within the last 3 months.

The accepted documents are bank/ card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, and mobile phone bills.

Please note that we do not accept letters, receipts, notes, mortgages, loans, statements of fees, insurances, prescriptions, tv licenses, payslips, or vehicle titles as proof of your address.

As you can see, the letter is contradictory. Since I sent a photo of the utility bill of the physical original of the document. The document is not a mobile screenshot, scanned image, or cropped document. I emphasize once again that the photo of the document is exactly the physical original of the document, which the support service asked me to do.

The next day, instead of arguing with casino representatives, I uploaded another utility bill (electricity bill for June 2022) to my account.

A day later, I receive a letter with very interesting wording:

We would like to inform you that we checked your account and we couldn't understand if the last document - proof of address - is valid or not.

Is that possible to send us the document in the English language in order to assist you?

In order for your address to be verified, please provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

The accepted documents are bank/ card statements with your latest transactions and utility bills such as electricity, water, landline, gas, heat, and mobile phone bills.

In Ukraine, the utility bill comes only in Ukrainian. In order for the casino to provide confirmation of my address of residence, I contacted the bank. The bank gave me a document to confirm the address of residence in English. The document was photographed and uploaded to your personal account.

3 days later I received a letter:

- Thank you for providing us with your documents.

However, the document you provided for the verification of your address is not accepted.

Please note that the documents we accept are specific, and should be in PDF form or photographs of a physical copy. We cannot accept mobile screenshots, as well as, cropped images.

In order for your account to be verified, you kindly provide us with a photograph of the whole page of a proof of address, issued in your name, within the last 3 months.

Everything that the support service of Lapilanders asked for, I provided them.

There are two options, either this casino has incompetent employees, or the casino simply does not want to pay out money (very similar to this).

AskGamblers, I ask you, as my affiliate of this casino, to help deal with this problem!