Casimba - casino hold my money

Hi HandTx1000 - welcome to ThePOGG.com!

Before we go any further I have to point out to you that the operator has not necessarily lied to you. Most operators, as a standard, do not have their security verification departments open at the weekend. That someone happened to be in the office to look your documents over, early I might add, does not amount to dishonesty.

Secondly, while we're happy to try and help you complete the verification process, if your utility bill has been declined, we will not press the operator to disregard their KYC policies.

Can you please forward on the documentation you've submitted to [email protected] and we'll see if we can establish what the problem is?

Thanks,

ThePOGG

Hi HandTx1000,

I've had a quick look at your ID and I can immediately see a couple of problems.

Firstly, in both instances the photos are not clear enough. While you are correct that you can read your address off the bill, it is still less than of complete clarity. The operator isn't simply looking to see your address, they are looking to ensure that the document is actually genuine. As such the picture does need to be completely clear. If the operator considers your driving license approved I'd be very surprised as while both documents could use a clearer photo, that one is seriously problematic.

Secondly, when it comes to proof of address, as a general rule mobile phone bills will not be accepted. The operator are going to want to see a gas/electric bill, a land line phone bill or a bank statement that's been posted to your address.

They would be the initial problems that I'd suggest the operator are likely to have. I'll contact the operator to see if we can get further clarification, but in the mean time I would suggest you address those issues.

Thanks,

ThePOGG

Hi HandTx1000,

You are free to do as you choose, but I've provided you my opinion on your documentation. This is based on dealing with hundreds of cases of this nature and talking with scores of security verification teams at various groups.

As stated your mobile broadband bill may be clear enough to verify the information, but the lack of clarity makes potential tampering with the image harder to detect.

Whether you want the operator to accept a mobile broadband bill or not, unfortunately I would suggest that they are unlikely to do so. I have not suggested that you set up a 'new phone contract'. There is flexibility here and it would be rather unusual for someone not to have a bank account where they could simply get the bank to send out a paper statement. If you already have an Electricity bill I would suggest that the easiest thing to do would be to try and take a clearer picture of the broadband statement, a clear picture of the electricity statement and send them in. That is likely your quickest road to resolving this issue.

Thanks,

ThePOGG

Hi HandTx1000,

I've spoken to the operator that have confirmed that your documents have now been approved and your withdrawal processed. I'd appreciate it if you could let us know when you receive your funds.

Thanks,

ThePOGG

Hi HandTx1000,

Have you received your funds?

Thanks,

ThePOGG

Hi HandTx1000,

If we haven't heard from you by Friday the 22nd of June I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG