They are not approving the account verification for withdrawals because I have changed my residential address, and the registration address is different from the current one.

I am sending them the documents with the new address but they keep rejecting them with the reason that it doesn't match the one on the registration.

non danno ok alla verifica dell'account per i prelievi in quanto ho variato indirizzo di residenza e l'indirizzo di registrazione e' diverso da quello attuale.

sto mandando i documenti col nuovo indirizzo ma ogni volta lo respingono con motivazione che non e' quello indicato nella registrazione.

Hello Claudio73,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with GoodMan Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

thanks for your help.

I started the verification process on August 10, 2023.

to date they have only approved the credit card photo and my ID.

for days I've been sending him a bill for utilities from the house which shows that I have changed my residence but

each time they reject it without specifying the reason.

We write to each other several times a day and it's always the same thing.... I send what they ask of me but they always reject it saying "that the registration address" and that of the document are different. I've already written several times

that since I registered on the site to date I have moved house. but they don't understand it (or they want to pretend they don't understand it).

I'm here if you need anything else

Hello and thanks

Claudius

Ciao Nick,

grazie per il vostro aiuto.

ho iniziato la procedura di verifica il 10 agosto 2023.

ad oggi hanno approvato solo la foto della carta di credito e il mio documento.

da giorni gli sto mandando una fattura di utenze della casa da dove si evince che ho cambiato residenza ma

ogni volta la respingono senza precisare il motivo.

ci scriviamo giornalmente piu' volte ed e' sempre la stessa cosa....invio quanto mi richiedono ma lo respingono sempre dicendo "che l'indirizzo di registrazione" e quello del documento sono diversi. ho gia' scritto piu' volte

che da quando ho fato la registrazione al sito ad oggi ho cambiato casa. ma non lo capiscono (o vogliono far finta di non capirlo).

se serve altro sono qui

ciao e grazie

Claudio

Hello Claudio73,

As the recommended time frame for the verification is 14 days which should be around tomorrow, can you please advise if there's been any update regarding your case?

Hi Nick,

now they have approved it. on the other hand, now they don't approve the withdrawal method.

I can only by bank transfer and obviously they continue to reject it even though I have given them proof of my bank account by sending an account statement.

very unreliable casino.

hello and thank you for your interest

Claudius

Ciao Nick,

ora lo hanno approvato. in compenso ora non mi approvano la modalita' di prelievo.

posso solo tramite bonifico e ovviamente continuano a respingermelo nonostante io gli abbia dato la prova del mio c/c bancario inviando un estratto conto.

casino veramente poco affidabile.

ciao e grazie per il tuo interessamento

Claudio

Hello Claudio73,

If you can use a method to deposit it doesn't necessary mean that it can be used to withdraw as well. Unfortunately, the player has to chose from the available option within the casino to receive his balance. Is there any other method you can use?

Dear Claudio73,

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.

Hi Nick,

after more than a week I received the bank transfer.

thanks...case closed.

a greeting

Ciao Nick,

dopo piu' di una settimana ho ricevuto il bonifico.

grazie...caso chiuso.

un saluto

Dear Claudio73,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

www.kpvfaw.com