National Casino - プレイヤーの本人確認手続きに遅延が発生しています。

im having trouble with the verification part of the casino.

they are asking for a lot of documents from me and despite submitting everything they ask for , they keep asking for the same things ive already submitted over and over again.

so far this is what i submitted to them :

-picture of my ID (front /back)

-selfie with my ID

-bank statement showing proof of deposit

-another bank statement showing my proof of address

-selfie with my ID + paper with numbers they asked for

-a letter from my employer saying im employed with my salary amount.

they want an alternate proof of address even though on their own terms and conditions they state that bank statement is a valid POA :

"10. A photo or a screenshot of a document confirming the current address of residence: the data (name, address of residence + date of issue of the document) coincides with the data in Player’s details. To confirm the address, a utility bill / bank statement / payment for mobile services is acceptable / photo of registration from the passport is acceptable for players from the CIS. The document must be no older than 90 days (3 months)."

i live with my parents so im a little limited in terms of documents that are on my name. they dont seem to be very understanding of that.

they keep repeating for things i already submitted. so i feel like im going in circles here.

i would like some help in resolving this please.

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Dear mamariv,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing.

To better understand your situation, could you please provide some additional details?

• Have you received any specific feedback from the casino explaining why the submitted documents were considered insufficient or inadequate?
• Have you tried asking the casino for clarification regarding the exact documents or format they require?
• Did the casino provide any deadlines or estimated timeframes for resolving the verification issue?

These details may help us better assess the situation and assist you more effectively.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra