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Hello, this casino just doesn't verify me, they want an account statement or other document from my bank with my IBAN and address on it. I do not have such a document, I have already been to my bank twice and each time it was said it would not be possible. I informed the casino about this, but without this document my account will not be verified.

I have already submitted an identity card, 3 screenshots from Neteller, pay slip, account statement with name and account number, EC card, confirmation from the registration office, 2 pieces of paper that I received from my bank on one is my IBAN on the other my address.

But this casino insists on a document which I do not have and which is not issued to me either.

Hallo, dieses Casino verifiziert mich einfach nicht, die wollen einen Kontoauszug oder ein anderes Dokument von meiner Bank wo meine IBAN und meine Adresse drauf steht. Ich besitze so ein Dokument nicht, ich war bereits zweimal bei meiner Bank jedes Mal hieß es es wäre nicht möglich. Ich teilte dies den Casino mit aber ohne dieses Dokument wird mein Konto nicht verifiziert.

Ich habe bereits eingereicht Personalausweis, 3 Screenshots von Neteller, Lohnabrechnung, Kontoauszug mit Name und Kontonummer, EC-Karte, Bestätigung von Einwohnermeldeamt, 2 Zettel die ich von meiner Bank bekam auf einen steht meine IBAN auf den anderen meine Adresse.

Aber dieses Casino besteht auf ein Dokument, welches ich nicht besitze und welches mir auch nicht ausgestellt wird.

Dear BetGG,

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. None of the licensed casinos takes KYC lightly.

However, certain flexibility should be allowed when requesting documents which are not typically issued by banks or offices. Could you please forward any relevant communication between you and the casino? Afterwards, we will contact them and try to resolve your problem. My email address is petronela.k@casino.guru.

Looking forward to hearing from you.

Best regards,

Petronela

Dear BetGG,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.