I am writing to complain about the verification process on this site. I have already sent all the required documents multiple times, but my verification still has not been approved or completed.
I have followed all the instructions carefully and provided everything that was requested, yet there has been no clear explanation for the delay or rejection. This situation is becoming very frustrating.
I have already submitted more than 10 documents from my bank. These documents contain my full name, IBAN, address, and all other information that you have requested during the verification process.
Regarding proof of IBAN ownership, they have requested this information twice. On both occasions, the documents I provided were accepted and approved.
After that, I was informed that I needed to provide proof of address. I have since submitted at least five separate documents that meet the requirements they have stated for address verification.
There have also been contradictory instructions throughout this process. At one stage, I was specifically instructed to order a physical bank statement and submit it. I followed those instructions and provided photographs of the physical bank statement. However, I was then told that physical bank statements were not accepted and that I needed to upload a digital statement directly from my bank instead. I complied with this request as well and submitted the document directly from my bank.
My most recent submission was the bank document downloaded directly from my bank, as requested. Since then, I have not received any clear explanation as to why my verification remains pending.
The casino has identified various issues with the submitted documents throughout the verification process. However, each time I addressed and resolved the stated issue by providing the requested documentation, a new issue was raised instead. In some cases, concerns that had already been resolved were raised again at a later stage.
As a result, the verification requirements have appeared to change repeatedly, despite my continued efforts to comply with every request. The repeated introduction of new issues, including issues that had previously been addressed, has created the impression that the verification process is being unnecessarily prolonged and that my account is not being verified despite the submission of all requested documentation.
I have retained copies of all submitted documents, as well as records and recordings of all communications regarding this matter.
