Goodnight. I have a problem in this house since the 15/01. They ask to send documents that prove my residence, and I have already sent my credit card bill numerous times and they do not accept it. Since the bank statement is a valid document according to the rules of the site. When sending it appears that screenshots can be sent, but they do not accept it. They asked me to send it in PDF and I already sent it and they don't accept it. They ask me to send another proof of residence and I don't have it, because I live with my parents and I don't have it. Declaration of residence authenticated in a notary also does not accept. Now they ask to send the file without changes, and I have to unlock the PDF file because it is blocked by security by the bank and they only accept the opening through the CPF number. With that I wanted my document to be accepted so that my withdrawal could be processed. In all sites they accepted it without problems and in this one they do not accept it. The document is attached.

Boa noite. Estou com um problema nessa casa desde o dia 15/01. Pedem para enviar documentos que comprovem minha residência, sendo que já enviei a fatura do meu cart?o de crédito inúmeras vezes e n?o aceitam. Sendo que extrato bancário é um documento válido segundo as regras do site. Na hora que envia aparece que pode ser enviado screenshots, mas n?o aceitam. Pediram para mandar em PDF e já enviei e n?o aceitam. Pedem para mandar outro comprovante de residência e eu n?o tenho, pois moro com meus pais e n?o possuo. Declara??o de residência autenticada em cartório também n?o aceitam. Agora pedem para enviar o arquivo sem altera??es,, sendo que tenho que desbloquear o arquivo PDF pois o mesmo é bloqueado por seguran?a pelo banco e só aceitam a abertura mediante o número do CPF. Com isso queria que meu documento fosse aceito para que o meu levantamento fosse processado. Em todos os sites aceitaram sem problemas e nesse n?o aceitam. Vai em anexo o documento.

Dear julioamancio081291,

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.

Could you please advise if verifying your residence is the last obstacle to verifying your account?

Would you be able to forward the communication between you and the casino regarding the issue to my email at [email protected]?

Best regards,

Tomas

I have already forwarded by e-mail the prints of the conversation between me and the bookmaker.

Já encaminhei por e-mail os prints da conversa entre eu e a casa de apostas.

Dear julioamancio081291,

thank you for your message. Could you please advise if you've submitted to the casino any other documents for proof of residence? Were they accepted? Please let me know. I'll await your reply.

I sent several documents with my statement correctly where my address appears and it is within the validity period of 6 months. I don't have another document for now because I live with my parents. I'm waiting on my cell phone bill so I can send it to them, as they said it was accepted, but it probably won't come until next month. That's why I wanted the verification to be accepted, as it is a valid document.

Enviei vários documentos com o meu extrato corretamente onde consta o meu endere?o e está no prazo de validade de 6 meses. N?o tenho outro documento por enquanto porque moro com meus pais. Estou no aguardo da minha conta de telefone celular para que eu possa enviar para eles, já que informaram que era aceito, mas provavelmente só virá no próximo mês. Por isso queria que fosse aceita a verifica??o, pois se trata de um documento válido.

Thank you very much, julioamancio081291, for providing the necessary information. I will now transfer your complaint to my colleague Natalia ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi julioamancio081291,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear Posido Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case? What were the reasons for not accepting the player's documents?

Looking forward to hearing from you.

Best wishes,

Natalia

Dear Customer,

We would like to inform you that we received a modified bank statement from you. Hence, it was not accepted for verification.

We kindly advise you to contact your bank and ask them to provide the bank statement in PDF via email and please send us the bank statement in original as received from them.

You may also download the official bank statement through their website and provide us the original PDF in order to carry out your account verification.

We assure you that the document will be checked with priority as soon as we receive it.

-----------------------------

Dear Natalia,

We have forwarded you the evidence of the modified document at your email.

Thank you for your co-operation!

Best wishes,

Posido

I understand. But the bank already sent me the statement by email, I just removed the password so you could see it. I'll upload the blocked original on your site so you can see it. The password is 02894. You can open it if you want. I'm sending a picture with the email I got from the bank so you guys can see I'm not lying.

Entendo. Mas o banco já me enviou o extrato por email, eu apenas retirei a senha para que vocês pudessem visualizar. Vou enviar o original bloqueado no site de vocês para que possam ver. A senha é 02894. Podem abrir se quiserem. Estou enviando uma foto com o email que recebi do banco para que vocês possam ver que n?o estou mentindo.

Dear Customer,

Thank you for providing the required document.

We kindly inform you that your account has been successfully verified.

Best Wishes,

Posido

Dear Posido Casino, thank you very much for the information!

Dear julioamancio081291, could you please confirm if your account was verified and if your withdrawal request was processed?

Yes. Everything worked

Sim. Deu tudo certo

Dear julioamancio081291,

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,

Natalia