Cleopatra - casino refusing to verify my account

Ruling

Resolved - Both the submitting complainant and Cleopatra Casino have informed us that this issue has been resolved and the player has received their funds.

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Player's Complaint

Hello, I am reaching out because I have done everything in my power to verify my account at Cleopatra casino but they are refusing to help me.

I have sent them:

-My Id - verified

-my Proof of adress- Verified

-a selfie - verified

after that I was told my account was verified... only to be told by email a few days later they needed something else

-Selfie with a handwritten note- verified

Once again my account was verified and hours later they requested the same note with me winking on the image.

-Winking ID selfie - verified

I requested a withdrawal and again it was rejected.

The casino now started askign for a source of wealth.

I told them I deposited BTC so I sent them my most recent incomming bitcoin transaction which they did not appprove. I then sent them a payslip from my job at the bank where it indicated my yearly revenue, my hourly rate and everything else a pay slip has on it... It was rejected... they simply said it could not be used and again asked for a source of wealth.

I logged in to a previous casino I played using Bitcoin and sent them a screenshot of my withdrawal from that casino... it was also refused...

I don't know what else to send this casino. I understand that every online casino has it's own verification procedure and it is within their rights to ask the players for documents, but I feel like i'm being treated unfairly given all the information and documentation I have provided. I do not understand how my pay slip from my job is not a acceptable as a document when it clearly shows my revenue and total earning year to date.

I ask you to please help me with the casino and establish a communication as to what they want and what is acceptable for them because I don't know what else to provide.

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