I submitted my KYC paperwork for a withdrawal at this casino, but no matter how many times I submit it, it is denied.

The documents are approved without any problem in other casinos, and I can assume that the casino's system for reading the documents is out of order.

I can also confirm that I am not the only one with this problem, as the same complaint was recently submitted to the casino.

I would like to call the person in charge and have a casino guru check my documents as a third party to assure me that there is no problem with the image quality.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process. To better understand your situation, I’d like to ask you a few questions:

• Did the casino provide any specific reason for rejecting your documents, or are they simply denying them without explanation?
• Which types of documents have you submitted so far (ID, proof of address, payment method, etc.)?
• Have you tried contacting the casino’s support team about this issue? If so, what was their response?
• If you have any relevant emails, chat transcripts, or screenshots of the casino’s responses, please forward them to [email protected] so we can review them.

Your cooperation is key to helping us move forward with this case. We’ll do our best to assist you and clarify the situation with the casino.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I have not heard a clear reason.

I submitted my driver's license and utility bill.

A portion of the correspondence with the casino is attached.

Dear andandjonnyx,

Thank you for your response and for sharing the correspondence. Just to clarify—if I understand correctly, in February, the casino requested a passport, but you don’t own one?

Additionally, have they provided any alternative verification options, or are they insisting on a passport?

Looking forward to your reply.

Yes. I do not own a passport.

I registered for this casino because I trusted the information that this casino can authenticate without a passport.

As you can see from my email, I have explained that, but the casino has ignored my response.

Since the casino's basis for requiring a passport was image quality, I would like a third-party determination that there is no problem with image quality.

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

Hello andandjonnyx,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Hopefully, we will tackle the issue. I would also like to invite the Vivadice Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and provide us with alternative options? As andandjonnyx doesn't have a passport, which alternative document can he submit?

I have earned a passport, but in any case it is impossible to submit it from the casino site.

Also, Japan does not issue documents related to address in any language other than Japanese.

Hi,

Regarding your case, you need to upload KYC documents that match the name you provided on your profile.

If your profile shows:

Name: ******

Surname: ******

Please upload an international passport or a similar document where your full name is clearly visible.

How do you expect us to verify your account if the documents you submitted are in Japanese, your name is not clearly visible, and it doesn’t match the name you entered?

We are required to strictly follow KYC guidelines, as we undergo audits regularly. If we make any mistakes, it becomes a problem for us. That’s why we must comply with all KYC procedures.

Please upload documents that match your full name in English (international format), and your account will be verified very quickly.

Alternatively, would you prefer that we send you a Sumsub link for verification, which will speed up the process and automatically detect everything correctly or incorrectly?

Thank you.

Japan does not issue documents written in English.

Or does your country's government issue documents in Japanese for KYC to use Japanese services?

If you are doing business with Japanese customers, it is only natural that you should have that level of knowledge.

Do you understand that you guys have to use a translation system to verify documents?

If you really cannot understand Japanese, please change your profile to Japanese so that it is editable.

Hi,

We will send you the Sumsub link for verification in a few hours.

It’s an external service we use for more complex KYC cases.

I’ve forwarded this to the team in charge.

You can expect the email in a few hours, and once you complete the KYC and get approved, everything will be fine.

Dear parties,

thank you for your responses. Please keep us updated on any future developments.

KYC certification was successful.

Thank you very much.

Please consider the complaint resolved.

Dear andandjonnyx,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Vivadice Casino for a quick response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

www.kpvfaw.com