Casino Extra - El jugador experimenta problemas de verificación.

A while ago i won at Casino extra using their welcome bonus, which was exciting. My problem with them is their verification is problematic.

The problem is with the issue of verifying my address. I still live at home as i am a young man like many others. They insist that a utility bill is the only way to verify my address, even though i have given them a bank statement. They said that i could give them my parents utility bill and pictures of their id. This does not have anything to do with them. I understand that my information needs to be verified, but this seems unnecessarily intrusive.

Dear saydthawywy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the verification process at Casino Extra. To better understand your situation, could you please provide more details by answering the following questions:

• What documentation have you submitted to verify your address so far?
• Do you have a phone bill or an internet bill issued in your name that you could send to the casino?
• How did the casino communicate their requirements regarding the utility bill and your parents’ ID? Please forward me the communication between you and the casino customer support regarding this issue at veronika.f@casino.guru.
• Are there any other issues you have encountered during this verification process?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

I have sent you the information to you email.

Thanks for your help

Thank you for the email. Would it be possible to submit a utility bill issued in the names of your parents, along with their ID, as suggested by the casino?

I don't see how they can ask me for someone else's documents. Yes they are my parents however they despise gambling so this is an issue for me. There has to be an alternative, i mean they already verified the one i sent on the site.

Could you please provide an official government-issued document as proof of address?

For example, this could be a confirmation of residence issued by your local townhall, or a document from your employer or school where your full address is clearly visible.

Yes i have a payslip i could use

Does the payslip include your full name and permanent address? Have you already submitted this document to the casino for verification?

Please let me know so we can determine the next steps.

Yes it has my full name, but it only has my postcode and city so not my full address. I have not sent it yet.

I sent them my tax statement which is from the government they already denied it so i am at a loss.

Hello saydthawywy,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, saydthawywy, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello saydthawywy,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would also like to invite the Casino Extra representative to enter the discussion.

Dear casino representative,

could you please check the case and explain your side of the issue? What is the problem with the mentioned tax statement? Which other forms of address verification you are able to accept?

Hello Martin, hello @Saydthawywy,

Thank you for your messages and for sharing the full context.

We truly appreciate @Saydthawywy’s cooperation and understand that the verification process can sometimes feel frustrating. However, as part of our licensing and regulatory obligations, we are required to collect a valid proof of address document that clearly links the player to the provided address.

We would like to clarify that, as previously explained via email, bank statements or tax statements alone are not sufficient for address verification for this player's account. Acceptable alternatives include:

• Utility bills (water, electricity, internet, phone, gas bills)

All documents must be clearly readable, issued in the player’s name, and dated within the last 3 months, and they can be sent via email.

We understand that @Saydthawywy’s situation is sensitive, and we are not asking for any unrelated private information. Our aim is solely to verify the player's residency per compliance guidelines.

We remain at the player’s disposal and are happy to re-review any new documents that meet the criteria listed above.

Kind regards,

The Casino Extra Team 

Dear parties,

thank you for offering both of you viewpoints. This is of course an unusual situation, but I believe we can come to an agreement.

Dear saydthawywy,

Could you please send the aforementioned bank statement and tax statement to martin.l@casino.guru? Please note they will remain strictly confidential and will not be shared outside of our email correspondence.

Dear Casino Representative,

We fully understand and respect the importance of verification procedures in online gambling. However, we kindly ask you to reconsider this verification involving a third party and try to find alternative methods to verify the player’s information.

We would like to propose a verification call — this would involve a direct call with the player, during which they would be required to demonstrate that they are located at the declared premises. Combined with the documents already submitted, this might be sufficient to confirm the address.

Dear Casino Guru Team,

Thank you for your follow-up and for offering a constructive path forward regarding this case.

After a thorough internal review and taking into account the player's particular situation, our payments team has decided to make an exception. The player’s case has been evaluated in detail, and we have updated the account notes accordingly.

We can now confirm that:

• The account has been verified and approved based on the documentation provided.
• A payout is authorized exclusively to the verified (Norwegian) bank account

This solution allows us to respect our internal security protocols while also showing flexibility in exceptional cases where traditional documentation may not be available. We believe this resolution is fair and in the best interest of all parties.

We sincerely appreciate your assistance in mediating this case and remain available should you need anything further from our side.

Kind regards,

The Casino Extra Team

Dear casino representative,

thank you for your update. We very much appreciate your willingness to make an exception for the player. I believe we will soon be able to close this case as resolved.

Dear saydthawywy,

are you able to proceed with the withdrawal request? Please let us know when you receive your funds.

Dear saydthawywy,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru