5Gringos Casino - Igrač se bori da dovrši provjeru računa.

I requested this levy on June 20. Now the casino asks me for my proof of residence in the form of a bank statement or utility bill. I sent them my bank statement dated March 31st and expiring on June 30th but they REFUSED it. Bills in my name I HAVE NO BECAUSE I AM IN MY HUSBAND'S NAME. I also sent him purchase invoices in my name in June but I still don't know anything. What do I have to do to get the 500 euros?

Ho chiesto questo prelievo il 20 giugno. Ora il casino mi chiede la mia prova di residenza sotto forma di estratto conto bancario o bolletta. Io gli ho mandato il mio estratto conto bancario datato 31 marzo quindi con scadenza il 30 giugno ma loro l'hanno RIFIUTATO. Bollette a mio nome NON NE HO PERCHE SONO A NOME DI MIO MARITO. Gli ho mandato anche fatturazione d'acquisto a mio nome di giugno ma ancora non so nulla. Che devo fare per avere i 500 euro?

Dear Brylliant88,

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

Do I understand correctly that a missing Proof of Address and a picture of your old card seem to be the only obstacles standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Brylliant88,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I solved by closing the account ...

Ho risolto chiudendo il conto...

Thank you very much, Brylliant88, for the update. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Brylliant88,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.