National Casino - プレイヤーはアカウント認証を完了するのに苦労しています。

Hello, the casino has been rejecting my documents for the KYC for a few days, even though they are clearly recognizable and come from official institutions. I keep getting the standard message to send proof of my address and even though I've uploaded this 20 times it's still being rejected. I have the feeling that the casino is very dubious and does not want to make a withdrawal.

Hallo, das Casino lehnt seit einigen Tagen meine Dokumente für die KYC ab, obwohl diese klar erkennbar und von offiziellen Einrichtungen stammen. Ich erhalte ständig die Standardaussage einen Beweis meiner Adresse zu schicken und obwohl ich dies bereits 20 mal hochgeladen habe, wird es abgelehnt. Ich habe das gefühl, dass das Casino sehr dubios ist und keine Auszahlung machen will.

Dear frankschmank99,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Could you please advise which documents seem to be causing issues when you submit them?

Were you asked to submit the documents in a specific format, or is some information you submitted missing according to the casino?

Please forward the communication between you and the casino to my email at tomas@casino.guru

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

Best regards,

Tomas

Dear frankschmank99,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.