Unreasonable Rejection of Address Verification Documents

Dear @JuliaDekker,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Sankra Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Dear AskGamblers Team and Julia

Thank you for reaching out regarding this matter, and we apologize for the inconvenience caused during the verification process.

We would like to clarify the reason for the repeated rejection of the submitted Proof of Address (POA) documents. As per our verification requirements, all POA documents must be submitted in high quality — this is a strict requirement regardless of whether the information on the document is technically legible. While we acknowledge that the information on the submitted images (name, address, dates, etc.) is readable, the overall image quality does not meet the standard we require for compliance and security purposes.
Low-resolution or low-quality images are not accepted, even when the content itself can be read, as our verification team requires a certain image clarity to properly authenticate the document.
To help resolve this as quickly as possible, we kindly ask @JuliaDekker to do one of the following:

Submit a higher-quality image of the same document — ideally a digital original (not a photo of a printed copy or a screenshot), with all four corners visible, no glare, and no editing artifacts.
Submit an alternative POA document, such as a utility bill or bank statement, that meets our quality standards.
For reference, our full Proof Of Address requirements are:

Utility bill (gas, water, electricity, phone, TV, internet, etc.)
Bank statement
Residence certificate issued by a local authority
Tax document
Document issued by a state or local government institution
Correspondence received from a state or local government authority
Requirements — all must be met:

Issued within the past 3 months
Issued in the name of the account holder, showing a physical address
Must clearly show the account holder's name, physical address, issuer name and logo, and date of issue
All four corners of the document must be visible
High image quality only — low-quality images are not accepted
Screenshots are not accepted; digital originals must be submitted as the original file
No traces of editing software
Photos pasted into a PDF are not accepted
Handwritten documents are not accepted


We remain fully committed to completing the verification process and processing the withdrawal as soon as a document meeting these requirements is received. We appreciate Julia Dekker's cooperation.

Kind regards,
Sankra Casino Team.

Dear all,

This complaint has been reopened as per Sankra Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Sankra Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.