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21 Nova – would not pay and said they can not verify the authenticity of my documents!


Resolved - The documentation this player submitted was not clear enough to pass verification. The player is non-responsive and we assume they've resolved this issue.

Player's Complaint

Username: [EDIT]

email: [EDIT]

I won with 21Nova and made a withdrawal. The asked for documents to verify my address and identification. I first sent them my passport and bank statement. they reply with the following:

[EDIT] - 03/05/2016 08:31 PM

Hi [EDIT],

Thank you for your email.

We would like to inform you with regards to the documents that you have sent to us. Upon the verification process, the documents were invalid. Kindly send us a different set of a photo captured copy of your ID and Proof of address issued within the last six months. Upon validation of the requested documents, you will be notified via email with regards to your withdrawal.

Your patience and understanding is highly appreciated on this matter.



following this email, i send them my driving licence which shows my address, my passport and bank statement. They then replied with this:

Supervisor [EDIT] - 04/05/2016 03:57 PM

Hi [EDIT],

We regret to inform you we have been unable to verify the authenticity of the recent documentation which you have provided our Security Department with.

Until such time we have received valid documentation which satisfies our requirements under our Money Laundering and Fraud prevention regulatory requirements, the account will remain suspended and any funds will remain held.

Best regards,


21Nova Casino

Customer Support Team

following this i sent them this:


I am sending my documents again with my Lloyds bank account this time.As for my driving license and passport, I only ever had one of each, which I already sent you so I'm a bit lost here. I really don't understand why this is so complicated to verify documents issued by official bodies. I thought you were a reputable company! I hope you can re-open my account soon.

Until now they have not replied to my email nor processed my withdrawal. I do not understand how they are unable to verify the authenticity of documents I received from official bodies!

Read the casino review

4 Responses

May 08, 2016

Hi otteead - welcome to ThePOGG.com!

I've looked at the documents you emailed through. My suspicion would be that it's not that they think that the documents are invalid, it's that the photos of both your driving license and passport aren't clear enough. The photo of your driving license the colour is all washed out of. Also as this is a provisional license I'm not 100% certain that the operator will accept it. The first photo of your passport has a big white spot where the flash from your camera/a light is causing glare and the second where you're holding it up your fingers are obscuring some of the information.

Gambling operators have to take great care in ensuring that they prevent fraud of face losing their license. My suggestion would be to take new photos of your documents and make sure that a) the photos are clear b) there's no flash reflection or anything else obscuring the information on the documents and c) that all four corners of the documents are visible.

I'd appreciate if you could let us know how you get on!



May 18, 2016

Hi otteead,

Have you had any success submitting fresh photos of the documentation?



May 30, 2016

Hi otteead,

Following up again - did you submit new photos of your ID?



Jun 07, 2016

Hi otteead,

If we don't receive a response from you by Friday the 10th of June we will assume this issue has been resolved to your satisfaction.



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