HollyWin Casino - La verificación de la cuenta del jugador está retrasada.

I am making a complaint about HollyWin Casino refusing to verify my account, despite me sending in several valid documents to prove my address.

Documents I sent in:

- Bank statements from PC Financial and EQ Bank (two separate banks)

- A letter from my mobile phone provider

- Two documents from my electricity provider (an account letter and a bill)

Why they say they won't accept them:

They won't accept the bank statements because PC Financial and EQ Bank don't have physical branches. Both are legitimate, fully licensed banks — I don't think it's fair to reject a bank statement just because the bank operates online.

They won't accept my electricity bills because they aren't in PDF format. They have said they would accept a PDF, but my electricity provider does not offer bills to me anymore as they are no longer in my name — this is completely outside of my control and not something I am able to resolve.

I have now sent in five documents from four different providers, all showing the same address. I genuinely have no other documents to send. I am not on the lease for my property, so I cannot provide a tenancy agreement. I have no other utility bills in my name. There is nothing else available to me.

I am asking CasinoGuru to help me get a resolution. The casino needs to either accept the documents I have already provided, or explain what I am actually supposed to send — because the documents they say they will accept are ones I have no way of obtaining.

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Dear SShw87,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with HollyWin Casino regarding the verification of your account.

To assist you further, could you please provide us with some additional details regarding your situation? Specifically, we would like to know:

• Have you received any specific reasons from the casino on why your documents are inadequate besides the ones already mentioned?
• Did the casino provide you with a list of acceptable documents, and if so, what does that list include?
• Is there a time limit that the casino has imposed for document submission or account verification?

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,

Petra

Thank you for getting back to me.

1. The only reasons they gave were that my banks don't have physical branches, and that my electricity bill wasn't in PDF format.

2. They said they need a bank statement and a utility bill. I've sent both. PC Financial and EQ Bank are real, licensed banks — they just don't have physical branches. For the utility bill, I don't have a PDF version available and can't get one.

3. I'm not aware of any time limit.

I've sent five documents from four different providers, all showing the same address. I think that's more than enough and I'd like them to accept what I've already sent.

Thanks for your help.

Dear SShw87,

Thank you for your reply and for providing the previous details.

• Have you ever made a withdrawal at this casino?
• Could you please provide your current verification status?
• Additionally, could you provide any communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or upload your screenshots directly to the complaint thread.

Thank you again for your cooperation.

Hello, I emailed over the documents i have already provided to hollywin.

I have not made a withdrawal from this casino.

I am not verified as the last thing is the address which has been the big problem.

They have also had my ID front and back and a selfie from me

Is there any update on this please?

Dear SShw87

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello SShw87,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Hello SShw87,

I wanted to let you know that I am now in contact with the casino regarding your case and am working on obtaining their response.

I will update you here as soon as I have any new information.

Hello, I finally had the proof of address accepted but they are now arguing about the proof of deposit. i am emailing you the transcript and the documents i sent them.

Hello SShw87 and Barbora,

Thank you for your time and attention to this case.

We are glad to confirm that the submitted documents have now been successfully approved and the withdrawal has been processed as well.

Please let us know if there are any remaining questions or if there is anything else we can assist you with — we will be happy to help.

Hello SShw87,

.

I’m glad to hear that your documents were approved and that your withdrawal has now been processed successfully.

Please let us know once the funds have been received in your account so we can close the complaint accordingly.

Dear SShw87,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear SShw87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora