Olen vastannut kysymyksiisi alla:
Mit? l?hett?mist?si asiakirjoista, jotka vaaditaan KYC-vahvistukseen, kasino ei ole viel? hyv?ksynyt?
Olen valitukseni j?lkeen toimittanut valokuvan, jossa minulla on passi ja merkint? pyydett?ess?. Kuten ep?ilin, he pyyt?v?t nyt minulta lis?? asiakirjoja. Vuokrasopimukseni (jonka tein aiemmin). L?het?n sen heille, mutta he sanovat, ett? sen on oltava "s??ntelyviranomaisen my?nt?m? ja siin? on oltava kaikki tarvittavat leimat". Olen l?hett?nyt heille kuvan siit?, mit? minulla on (allekirjoitettu sopimus). Ei ollut postimerkkej?.
He ovat my?s pyyt?neet s?hk?laskua, jota olen jo selitt?nyt, ettei minulla ole. Asun yhteisess? asunnossa eiv?tk? kodit ole minun nimiss?ni. He eiv?t varmastikaan pysty pid?ttelem??n voittojani, koska en voi tarjota heille jotain t?llaista? Olen jo todistanut osoitteeni l?hett?m?ll? heille tiliotteeni.
Onko kasino antanut selityst? sille, miksi aiemmin l?hett?m?si asiakirjat eiv?t olleet riitt?vi??
He haluavat edell? mainitut asiakirjat, olen l?hett?nyt heille mit? minulla on, mutta he pyyt?v?t jotain, mit? minulla ei ole.
Milloin viimeksi l?hetit asiakirjan kasinolle tarkistettavaksi?
3. huhtikuuta - vuokrasopimukseni, jonka olin j?tt?nyt heille aiemmin ja oletin sen hyv?ksyneen.
Milloin kommunikoit viimeksi kasinon kanssa, ja mit? he sanoivat?
He l?hettiv?t minulle s?hk?postia 3. huhtikuuta ja pyysiv?t vuokrasopimukseni "s??ntelyviranomaisen my?nt?m? ja sis?lt?? kaikki tarvittavat leimat" ja s?hk?laskun. He sanoivat, etteiv?t voi jatkaa ilman n?it? asiakirjoja.
Mink? tyyppisi? pelej? pelasit (esim. kolikkopelej?, livekasinopelej?, urheiluvedonly?nti?)?
Kolikkopelit ja alkuper?iset pelit
I have answered your questions below:
Which of your submitted documents required for KYC verification have not yet been approved by the casino?
Since my complaint, i have provided the photo of me holding my passport and a note as requested. As I suspected they are now asking for more documentation from me. My rental agreement (which I previously provided). I resent it to them but they are saying it has to be 'issued by the regulator and include all necessary stamps'. I have sent them a photo of what I have (the signed agreement). There were no stamps.
They have also asked for a utility bill which I have already explained that I don't have. I live in shared accommodation and the utilities aren't in my name. Surely they shouldn't be able to hold my winnings back because I can't provide them with something like this? I have already proved my address by sending my bank statement to them.
Did the casino provide any explanation as to why your previously submitted documents were not sufficient?
They want the above mentioned documents, ive sent them what I have but they are requesting something that i don't have.
When did you last submit a document to the casino for verification?
3rd April - my rental agreement which I had submitted to them previously and assumed it had been accepted.
When was your most recent communication with the casino, and what did they say?
They emailed me on 3rd April asking for my rental agreement 'issued by the regulator and include all necessary stamps' and a utility bill. They said they can't proceed without those documents.
Which types of games did you play (e.g., slots, live casino games, sports betting)?
Slots and original games
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