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Hello Casino Guru, 1red Casino is refusing to accept my documents for proof of residence. I have sent them my phone bill, which was fully verified. I continued to play, and just when I won and requested a withdrawal, they rejected my documents. They are not sending me my winnings. I have also sent them my bank statement, which they didn't accept either. I sent them a different phone bill, but they didn't accept that as well... I have sent you the phone bill too.

Γεια σας casino guru,το καζίνο 1red αρνείται να δεχτεί τα έγγραφα μου για την απόδειξη κατοικίας. τους έχω στείλει τον τηλεφωνικό μου λογαριασμό και επαληθεύτηκε πλήρως. συνέχιζα να παίζω και μόλις κέρδισα και ζήτησα ανάληψη μου ακυρώσανε τα έγγραφα. Και δεν μου στέλνουν τα κέρδη μου. Τους έστειλα και το bank statement και ούτε αυτό το δέχτηκαν, τους ξαναέστειλα έναν διαφορετικό λογαριασμό τηλεφώνου και ούτε αυτό το δέχτηκαν… σας έχω στείλει και τον λογαριασμό τηλέφωνου

Dear Habos1992, 

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

Could you please advise if any of your identity documents have been approved during KYC?

Has the casino indicated why the documents you submitted as proof of address and proof of payment were rejected?

Have they informed you about the specific changes needed for the document to be approved?

Have you submitted all the required documents promptly and in the correct format?

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, 

Veronika

All my documents were approved and my account was fully verified. When I suddenly won and requested a withdrawal, they canceled my proof of residence document.

I asked them why they don't accept it when it's a real phone number and their answer was send something else. I send them a bank statement, same answer.. I send them another phone bill and they don't accept that either.

Their answer is that they need a utility bill, phone bill, or bank statement..

Όλα μου τα έγγραφα είχανε εγκριθεί και ο λογαριασμός μου ήταν πλήρως επαληθευμένος. Όταν ξαφνικά κέρδισα και ζήτησα ανάληψη μου ακύρωσαν το έγγραφο για την απόδειξη κατοικίας.

τους ζήτησα για ποιο λόγο δεν το δέχεστε ενώ είναι πραγματικός αριθμός τηλεφώνου και η απάντηση τους ήταν στείλτε κάτι άλλο.τους στελνω bank statement ίδια απάντηση..τους στέλνω έναν άλλο λογαριασμό τηλεφώνου και δεν το δέχονται ούτε αυτό.

η απάντηση τους ότι χρειάζονται έναν utility bill,fhone bill, or bank statement..

Thank you for your reply. Please forward me all the communication between you and the casino regarding the verification requests at veronika.f@casino.guru.

Do you have any other documents that could serve as proof of address, for example, a utility bill?

Unfortunately I haven't kept any chat history...

I have simply sent you the 2 phone bills in the email, those are the only ones I have, and they are from my 2 homes.

Δυστυχώς δεν έχω κρατήσει κάποιο ιστορικό συνομιλίας…

σας έχω στείλει στο email απλά τους 2 λογαριασμούς τηλεφώνου μόνο αυτά έχω,και είναι από τα 2 μου σπίτια.

Could you please confirm whether the address listed on your phone bills matches the address you provided in your casino profile as your residence? This information is crucial for verifying your case.

Yes, of course one of my accounts matches the information I have entered in my profile.

I sent the second bill from their second home as an alternative because they were asking for another document and they canceled it without explaining the reason. I told you, I received a confirmation email that my account was fully verified. Then when I requested to withdraw my money, I don't know what the problem was and the document for my home address was canceled.

Ναι φυσικά ο ένας λογαριασμός μου ταιριάζει με τα στοιχεία που έχω καταχωρήσει στο προφίλ μου.

Τον δεύτερο λογαριασμό από το δεύτερο σπίτι τους το έστειλα σαν εναλλακτική γιατί ζητούσαν κάποιο άλλο έγγραφο και Μου το ακύρωσαν και αυτό χωρίς να διευκρινίσουν τον λόγο .Σας ειπα μου ήρθε email επιβεβαίωσης ότι ο λογαριασμός μου επαληθεύτηκε πλήρως .μετα όταν ζήτησα ανάληψη τα χρήματα μου δεν ξέρω τι πρόβλημα υπήρξε και ακυρώθηκε το έγγραφο για την διεύθυνση κατοικίας μου.

Thank you very much, Habos1992, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Habos1992, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 1Red Casino representative to join this conversation. 

Dear 1Red Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear CasinoGuru,

Thank you for reaching out. We would like to provide clarification regarding the player's complaint.

The player contacted our support team to inquire about the acceptance of their proof of residence. Our team explained that, unfortunately, the submitted documents could not be accepted, as proof of address must be no older than 90 days.

The player attempted to provide various documents, including a bank statement (from 2023 but recently printed) and receipts for different services (subscriptions, etc.).

During the next interaction with the player, they submitted the required proof of address, which was carefully reviewed and successfully verified. As a result, his account now fully meets our withdrawal requirements, allowing him to process transactions without any further issues. There are no outstanding issues on our side that would prevent the player from withdrawing funds.

We remain available for any additional clarifications and are happy to provide any further assistance if needed.

Best regards,

1Red Casino Team

Thank you for your help casino guru, my withdrawal was completed successfully.

Ευχαριστω για την βοήθεια σας casino guru η ανάληψη μου ολοκληρώθηκε επιτυχώς.

Dear Habos1992,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

Casino.Guru