hello,i have 1 week since i try to withdraw my money but they rejected my monzo bank statement for proof of address.i send them emails every day and no answer..what can i do ?
Hello,
well, it can happen. Do you know why it has been rejected, please?
Can you provide something similar as proof of address, please? Let's say some sort of utility bill, anything that is addressed to you personally?
I don t know why..they don t specify in email.I don t have utility bills on my name..they want only bank statement or bill to proof.
Well, I believe that the bill you mentioned means the utility bill I was talking about.
Is the address stated on your bank statement the same as the address you filled in while registering the account, please?
I checked the FAQ section "How do I verify my account?" and found this:
"You can verify your account by submitting the following:
Photo ID - driving license or passport
Proof of address - utility bill or bank statement dated in the last 3 months
Proof of payment method - e.g. a photo of your registered card(s) showing the name and last 4 digits.
Head over to the ‘My Account’ page, click on ‘Account Details’. On this page you will be able to see a "Verification Status" section which lists the verification documents required for your account and the status of each one.
Proof of ID - this is your Photo ID such as driving license or passport. The ‘Provide’ link will redirect you, so you can upload your document securely. You will need to take a clear photo and ‘selfie’ image. Once done, you will be redirected back to your account. You can check the status of your uploaded document back on the ‘Account Details’ page. Note, if you are on desktop, you will initially be provided a QR code to scan with your mobile, then follow the on-screen instructions.
Proof of Address - Go to the ‘Provide’ link located next to your proof of address. You will then be redirected to a website where you can connect automatically with your utility provider. This means no need to send photos! However, if your provider is not shown, do not worry - just click the ‘I can’t see my providers’ link and you will be able to upload a photo or PDF document via our "Document Upload" service - please allow 3 working days for this to be reviewed by our team.
Proof of Payment methods - Go to the ‘Provide’ link located next to your proof of payments. You will then be taken to the uploader page where you can choose which document you wish to upload and send to us. If you are providing a card, please ensure the middle 8 digits are covered for security reasons.
Tips:
All documents uploaded on the website must be JPG, PNG, or PDF files.
Ensure all documents are clear, so we can verify your details.
Please allow 3 working days for us to review any documents uploaded on the website. We kindly request you only email us once this time has passed.
You can always apply our safer gambling tools to your account (e.g., take a break) – this will not impact your balance or ability to be verified.
If you are having issues with any of the above, please do not hesitate to get in touch with our support team."
Can you confirm you did everything accordingly, please?
Kindly let me know.
yes the address from my account it s the same in bank statement.I play in many online casino and never happen this before.
Thank you for the update.
Are you also sure, that you fulfill all conditions described in the email? 4 corners visible, not older than 3 months, and so on?
If you feel that everything is ok on your end, I think you should submit a complaint and we will try to help you.
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