Hello,
I am writing to you before considering filing a complaint about certain practices of this casino that I find totally abnormal.
I registered at this casino a few days ago, without using a VPN, from my home in France. I deposited about 500 euros, which I played and lost (so far no problems). But during a livechat conversation about a bonus, I asked if it was a problem that I was a French resident, I was told yes and my account was closed. I'm now being asked to send all the necessary documents for a KYC check. I've sent both sides of my identity card, bank statements, but now they're asking me for a selfie with my identity document, which I can't provide because I've lost my identity card and I'm in the process of having it redone, but the delays are extremely long in France. I've offered to take a selfie with my latest payslip or tax assessment, but the finance department refuses. I think I've shown enough good will by sending everything in my possession, but I can't provide a selfie with a document I no longer have. I only have photos of my identity card, which I have used for my previous registrations at various casinos, and I have NEVER had a problem validating my account.
So I have several questions: can a casino accept players without worrying about their IP address,let them deposit,play,and then close their account because of a restricted territory? If I had made a withdrawal, they would have refused to pay me.
My second question is, are the documents I've provided sufficient for a simple verification? And what alternatives do I have? Because apart from my identity card, the casino is asking me for a passport or a driver's license, and I don't have either (I've lost my license for 9 months).
Thank you very much for your help.
Hello.
Frankly, ID is a very specific document that, aside from a few others like a passport or driving license, contains your picture, and also other exclusive safety features. Utility bills can scarcely serve as a substitute for such documents.
I understand this feels very limiting, yet the casino has no better alternatives, or other choices since no one has the opportunity to meet you personally in order to fulfill the KYC (know your customer) process.
When you go to the bank seeking to open a new account, you will at least need your ID, most likely also another official document. When you lack the ID, you are done. This is, by the way, from my recent experience. Since I also don't have a driving license or passport, I'm forced to use my birth certificate as the second document.
Well, if you are convinced you're having a hard time passing the verification, and want our team to look into it, don't hesitate to submit the complaint 👈.
It's free for all, the worst thing you may experience is rejection. So don't worry, and consider that option too.
I need the team to go directly to the casino representative to get some answers please. Because I'm worth shit to them hahahaha
