Hello there. Your experience is from Mr. O, as well, right? I can understand, that it can be frustrating sometimes, it is quite important, though, to send those documents in the right format and good quality. Yes, the support should inform you about that, in my opinion, and therefore it is always good to ask them any questions regarding the verification process. Only this way you will be well informed, I could say. If you have any problems with your withdrawal, please let us know, and hopefully we will be able to help you out.

Hello. I have verified myself at a number of casinos but never encountered this. if I was unsure or didn't know what to do, they have guided me, but they obviously don't want to help me!! the casino is Lapilanders. Just now received another rejection of documents I sent them. was first approved after many back and forths, but when jsg made a new withdrawal, they wanted additional information about my iban and bic, name and account no. but no matter how I do it, I will be refused. have written and asked every day since I started the verification process about how jsg should proceed when I only have a mobile and no computer. it says in the email that I can take a card on a physical document and upload. I then printed the document from a computer with a printer that I was allowed to borrow, took a photo of it (because it is physical when I have printed it) and uploaded again. got an email today that says they don't approve downloaded web pages. I don't understand what they mean. if I log into my bank and print the document on a printer and take a photo of the document and upload it , so it must be right? I can't get into my bank for more than one look at what I'm doing. so I really don't understand how to get through this. thought I should write to the bank and ask that they can send me the document in paper form, which I then take a photo of and send in. Do you think it will be right then? then it was free spins I got from the beginning, but since I couldn't play games from pragmatic, I got 10 euros. nor can I find where it says that the maximum I can withdraw in money, when I received 10 euros ist for 20 free spins. my balance is now 120 euros after converting what I was supposed to. they haven't written anything about the amount I tried to withdraw, but only that they deny the last document. hope you may know how I should go about this. etc. Yvonne

Sorry you have to go thru this complicated situation. I can understand that you now feel frustrated, and especially, when you have got no help from the side of casinos support. It would be really nice, to get a better explanation and some tips how and in what form to send all the documents needed for the verification.

Do you get a monthly statement from your bank account by email, by any chance? That should be in .pdf format, which casinos usually accept for the verification. On this document are all the information needed. So I reckon you should try that. If you need to prove the ownership of the account, even the first page should be enough to send them. To document a completed deposit, you must select the page that contains it. So it would be completely unnecessary to ask from the bank to send it to you as a list.

"it says in the email that I can take a card on a physical document and upload." - Could you send us a screenshot of this email, please, where they wrote you this, so we can better understand the meaning of it, perhaps???

Try to ask the support about the terms for the bonus they gave to you. You said it was 10€, right? And now you are trying to withdraw the winnings, which are actually 120€. Please correct me, if my understanding of the situation is wrong here.

Please, do not hesitate to write to ask, if there is something else we can help you with.

Hello. yes it is really frustrating. thank you for responding so quickly. I don't get mail from my bank and unfortunately they have closed most of the bank offices, so it is difficult to get to an office as I have neither a driver's license nor a car. but this, as I have done with the documents I sent to the Lapilanders, is how we are allowed to conduct when we send documents over the Internet to all authorities and so on. and authorities, if any, should, if it were wrong, react? but no, they don't because stt that's how you do it. sending you a screenshot of a so-called conversation between me and the casino. or there are email messages between us from yesterday and the day before. I get the same answer all the time. I have since asked how much I take out, but no answer to that. I understand that my text may seem weird, as I use translation when I write. writes in Swedish which is translated in English for you. will try to send these in order now, so it will be less confusing for you?? jag f?rs?ker hitta n?gonstans d?r jag ska trycka f?r att kunna skicka bilder p? mailen jag pratar om,men antingen ?r jag blind eller f?r kass n?r det kommer till detta helt enkelt, haha

just saw you asked if i get a statement from the bank? I don't get that, but I do it the same way. anti gene a screenshot which I then make into a pdf file, or print from a computer, take a picture of the document I printed and put it, so it becomes a pdf file. have always done on the same set. domn has approved my bank statement and the card payment. so I don't understand why they suddenly change their mind when everything was approved. it was when I wanted to make the withdrawal after the verification was approved, that the email came where it says that they must have documents with bic, iban, account number and my name. very strange, when they received bank statements ??

Thank you for your posts and for the screenshots as well. I do understand, that you are not very good with computers, or new technology, as you have said. Also do not worry about us reading the messages, we actually have the auto translator, which we use, so there is no problem at all. I have read those messages from all screenshots, and I actually can understand what are they asking from you. You have said that you don't get the monthly statement from the bank. Thai is all right. You just need to get in touch with your bank, by phone or email, and ask for your monthly statement to be send to you by mail in .pdf format, which afterwards you will send to the casino.

Please try to do that and, hopefully, this way your account will be verified. Let us know about the progress of this issue, please.

hello and thanks for your reply. I have uploaded bank statements, which they have approved. It is the page with my name, IBAN and BIC that they do not approve. everything else is approved. just before I started writing my answer here, I got help sending it as a file, which they said in one of the messages that I could do, so I hope this is correct. as you understand, I'm embarrassingly bad at this with computers/mobile phones ?? but the woman who helped me is a trained IT technician, so now I'm keeping my fingers crossed that it goes through. mvh Yvonne Fermdal

Don't stress yourself out with us now.

Try to follow the recent instructions, and with luck, the verification ends soon!

And when you're ready or (I even hate to write that down, but who knows) face something you can't handle, we are here. Ok?

Just take it nice and easy ????