Bobby Casino - El jugador tiene problemas para completar la verificación de la cuenta.

If you live in Japan, it is extremely difficult to withdraw the money you have earned from the no-deposit bonus, as you will be required to provide an English-language ID and proof of residence when applying for a withdrawal of your winnings.

This is because public institutions do not issue certificates in English.

入金不要ボーナスで獲得した賞金の引き出しを申請する際に英文の身分証明書や住居証明を要求されるため、日本在住の場合、使用金の引き出しが極めて困難です。

公的な機関では英文証明を発行しないからです。

Dear shoheik,

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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Unfortunately, if the casino doesn't target Japanese players specifically and doesn't offer Customer Support in Japanese language it is common that players from this country will be asked to translate the documents needed for the KYC. My only advice would be to follow the casino's instructions.

I hope that this explanation was satisfactory. Thank you in advance for your reply and understanding.

Best regards,

Petronela

At other online casinos, Japanese documents are accepted as long as they are issued by public institutions. I can attach the Japanese translation by myself, but please let me know if there is any reason why this is not possible.

他のオンラインカジノでは公的機関の発行した書類であれば、日本語の文書で通用しています。自力で日本語の翻訳を添付することは可能ですが、それではだめな理由があれば教えてください。

Please understand, shoheik, that each casino is different and they have the right to request the officially translated documents. I'm sorry but my only advice would be to fully cooperate with the casino and provide requested documents otherwise, you won't be entitled to your winnings. Please let me know how you wish to proceed.

Have your passport, etc. ready.

パスポート等を用意するようにします。

I do apologize, but I don't understand. Are you willing to officially translate your personal documents? Please let me know.

I will try to use my passport for my identification. The reason for this is that passports are written in English.

I see. Perfect. Please let me know if it worked. Thank you in advance.

Dear shoheik,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It will take a few days for me to obtain a passport, so you can withdraw this claim.

I apologize to you for a fuss over.

私がパスポートを取得するまでに日数を要しますので、このクレームは取下げで構いません。

お騒がせしました。

We’ve rejected this complaint as per the player’s explicit request as obtaining a new passport will take a bit longer.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you wish to reopen this complaint or if you experience any issues with any other casinos. Thank you for your understanding.