Casoola - won't verify documents and too long response time

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

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Player's Complaint

I have provided relevant documents.

I do not own a passport or driver's license as I don't drive. I have however provided a government-issued photograph ID as well as a recent bank statement, a utility bill and a selfie of myself holding my ID.

It has been 7 days, they won't verify my ID and it takes about 2 days between each email correspondence. I was actually asked to provide ID less than 3 months old????, I understand a bill less than 3 months but ID, it doesn't make sense. They seem to be stalling to pay out and talking to customer service gets me nowhere. They just ask me for a passport repeatedly no matter how many times I tell them I don't own a passport. At the rate of response time, it will take about 6 months before I receive my funds, that's if I receive them at all.

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