Native Gaming Casino - Гравець попросив надати документи для додаткової перевірки.

I have played and both lost a lot but won some as well.

I have had to send in documents twice and after the first time I was verified but now that I have won again they want me to send new documents again but strange demands that our chat should be in the background of a picture where I keep both passports and bank cards and everything should only be in pictures and legible, now I have done it but get no answer, but depositing money from the same card is no problem.

Jag har spelat och både förlorat mycket men vunnit en del också.

Jag har fått skicka in dokument 2 gånger och efter första gången var jag verifierad men nu när jag vann en gång till då vill de att jag skicka nya handlingar igen men konstiga krav om att vår chat ska vara i bakgrunden på en bild där jag håller både pass och bankkort och allt ska bara i bild och läsligt, nu har jag gjort det men får inget svar, men att sätta in pengar från samma kort är det inga problem med.

Dear Wissam,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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. Each casino is unique and requires different documents from players at different times. It isn’t anything unusual, that the casino requires additional identity verification.

I am afraid you will have to go through this process and fully cooperate with the casino if you want to receive your winnings.

Do I understand correctly that you provided the required photographs? If yes, could you please indicate when exactly?

Looking forward to hearing from you.

Best regards,

Kristina

Dear Wissam,

Is there anything new regarding this complaint? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information, or reply to this complaint in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.