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When I attempted to withdraw funds, I was asked to verify my identity, so I submitted my driver's license, a selfie with the ID, and a proof of residence document.

I submitted all three of these documents, but my proof of residence document was not accepted according to the terms and conditions (see below).

(Accepted: Resident card, utility bill, bank statement, credit card statement, health insurance payment slip)

(Not accepted: mobile phone, landline and internet payment receipts, and various tax documents)

Unfortunately, I submitted a tax document, which is considered not acceptable. The casino then asked me to provide a document showing that taxes have been paid. I contacted support, explaining that paying taxes should not be relevant to the casino. However, they insisted that my identity couldn’t be verified without a tax-paid document. I then offered to submit an accepted credit card statement instead. This request was denied, and I was told that without a tax-paid document, my identity could not be verified based on their terms and conditions.

I believe this is an unfair practice aimed at preventing withdrawals.

出金しようとした際本人確認をしていなかったため、本人確認書類の提出を求められ、免許証　I’dセルフィー、住居確認書類

これら三つを求められ提出したのですが、

住居確認書類が利用規約に書いている

(下記参照)

(受領対象：住民票・水道光熱費請求書・銀行取引明細書・クレジットカード取引明細書・健康保険料金支払い書の内いずれか一つ

受領対象外：携帯電話、固定電話とインターネットのお支払い領収書・各種税金書類)

受領対象外である税金書類を提出してしまったのですが、それらが税金を納めていない書類で、追加でカジノ側から税金を納めた書類を送付してくださいと言われまして、まず納める行為がカジノ側に関係が無いと思いサポートに連絡をしたのですが、税金を納めた書類が無いと本人確認ができないと言われ、受領対象外である税金書類ではなく、受領対象であるクレジットの明細書を送付させてくださいと申し出たところ、却下され、利用規約に基づき支払ったの明細書の送付が無いと本人確認ができないと言われ、出金をさせたくないがための不誠実な対応だとおもいます。

Dear tyunmaru,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with verifying your identity and withdrawing your funds.

To help us better understand your situation and move forward, could you please clarify a few details:

• Could you provide the exact communication or responses you received from the casino when they requested a tax-paid document?
• Have you tried submitting any of the acceptable documents listed in their terms and conditions, such as a utility bill, bank statement, or credit card statement, after they rejected the tax document?
• Can you confirm if the casino provided a specific reason for refusing your credit card statement as an alternative form of verification?

Your cooperation in providing these details will help us investigate and work towards a resolution. If you have any relevant communication or documents, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela