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.
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
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
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.
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!
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21 Nova - would not pay and said they can not verify the authenticity of my documents!
Posted by otteead
May 8, 2016
otteead consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
May 8, 2016