I'm having trouble with the proof of residency. I've sent bills which are in my wife's name. Unfortunately, I don't have any utility bills in my own name but I also sent a certificate of residency and my ID card also has my residence on it.

Problemi con la certificazione della residenza ho mandato bollette intestate a mia moglie pultroppo io non ho utenze intestate xo ho mandato anche il certificato di residenza e sulla carta d identità c’è comunque la residenza

Dear luigicdf1985,

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 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 seems to be the only obstacle 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

If the certificate of residence is not good I sent the lease and its registration made to the competent office they told me that it must be less than three months old! Should I move house 4 times a year? Thanks everyone for the help

Se il certificato di residenza non va bene ho inviato il contratto di locazione e la sua registrazione fatta all ufficio competente mi hanno detto che deve essere di meno tre mesi ! Io dovrei cambiare casa 4 volte L anno ? Grazie a tutti per L aiuto

Thank you very much, luigicdf1985, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) 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.  

Hello luigicdf1985,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Alpino Casino to join this conversation and participate in the investigation.

Can you please comment on the issue? Is there any other way the player could verify his address?

Thank you.

Best wishes,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear luigicdf1985,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Tomas