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I have sent all ID that I have and still it keeps being rejected

Dear Lorraine,

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 and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

ive sent all the ID i have council tax bill water bill details of my bank card a letter from the housing office to say i live at this address i dont have a passport or a driving licence

Thank you very much, Lorraine, for your reply. Do I understand correctly that a picture ID hasn't been provided to verify your account?

the only ID i have with a photo is my bus pass that has my name on it and my photo i really dont want to loose wot i won

Please understand that without an official picture ID it’s close to impossible to verify your identity in any gambling establishment.

However, we can try to find out the casino's standpoint on this. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thankyou so much

Hello Lorraine.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thankyou so very much

i was asked by rainbow spins to send two photos one of me holding my birth certificate and one of my birth certificate with i sent on saturday but no reply was sent back

thank you lorraine

ive sent all the Id that was asked for still getting no where am not going to give up on the £160 that i have won

am getting nowhere ive sent all the things they have asked for and they keep telling it been rejected tory asked for some ID which i sent

We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

okay and thankyou so very much for all your help

Hi the only thing they want now is ID of a paypal card which i dont have

HI i can now play and withdraw my winnings on my account thankyou everyone for all the help you have given me xx

Dear Lorraine,

I am glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution centre. We will now mark it as 'resolved' in our system.

Best regards, Jozef