I can't verify my account at Thebes Casino because they're rejecting my national ID card for unknown reasons and they're asking me for a driver's license or a passport. Unforunately I don't have either of them and I find it unfair that they don't want to accept a clear copy of my national ID card as I've never had any problem verifying my account at other casinos. I hope you can help me to solve this.

Dear luisdhm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and your winnings? Has the casino requested any other documents?

If there is any other relevant communication between you and the casino that hasn’t been included in the attachments, please forward it to [email protected]. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and your winnings?

Yes, I need to verify my account to request a withdrawal.

Has the casino requested any other documents?

Driver's license and passport only, which I don't have.

Thank you very much luisdhm for your reply. 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 soon.

Hello luisdhm,

I will take care of your complaint from now on. I'd like to invite representatives of Thebes Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification issue.  

Dear Thebes Casino Team,

What other options does luisdhm have to verify his account at the casino?

Hello,

We hope this message finds you well!

Kindly note that the document we received as proof of identity was a voting card. In order to be able to approve the proof of identity, it would need to be a national ID, driver's license, or passport.

Additionally, please keep in mind that in order to withdraw you must make the minimum first deposit of $10. We received your initial crypto transaction of $2, however this would not be sufficient in order to have your withdrawal approved. For more information, please refer to our Banking page and the minimum amounts listed for each deposit method.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Thebes Casino

In Mexico, the national ID is the same as the voting card.

Hello Thebes casino team,

thanks for the reply to the Thebes Casino team. As luisdhm mentioned, in Mexico the IFA or INA (voting cards) are widely recognized as means of identity verification and are used as a de-facto ID card.

Can these circumstances be taken into consideration in your KYC procedure? Please, let us know if you'll accept the voting card as a valid ID document. Much appreciated!

Hello,

We hope this message finds you well!

Our Security department will reach out to you in order to verify the validity of the document. Should the document pass all checks, we will accept it as Proof of Identity.

Make sure to check your inbox for an email from our Security department with further instructions on how to validate the document.

Kind regards,

Thebes Casino

Hello all,

thanks for the reply to the Thebes Casino. We will await the conclusion of your verification process.

Dear luisdhm,

please check and follow the instructions from the casino and let us know if you have any further issues. Keep us updated. Much appreciated!

My identity is verified now, thank you for your help.

I am glad to hear the verification of your account was successful. Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.