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Hello

Have sent over 10 documents that prove my address but they constantly find excuses the same document I have sent to 50 other casinos p they are always approved.

Dolcevita's latest fictional bank document stamped by the bank.

I have told them that Sweden's banks do not use stamps, but it is like talking to a wall.

They wanted an electricity bill sent to one then they do not accept it .laws a picture of how many documents I have sent to them.

Milad

Hej

Har skickat över 10 st dokument som styrker min adress men de hittar på hela tiden ursäkter samma dokument har jag skickat till 50 andra casinon p de är alltid godkända.

Dolcevitas sista påhitt bank dokument som är stämplat av banken.

Har sagt till de att Sveriges banker använder inte stämplar men det är som o prata med en vägg.

De ville ha el räkning skickade en då accepterar de inte den .lägger in bild på hur många dokument jag har skickat till de.

Milad

Dear milad1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I understand kyc is important, but as you can see I have sent over 10 documents and nothing fits + that they require a bank statement with the bank's stamp, and you and I know that Sweden has no stamps have turned to both Nordea and Swedbank none of them have a stamp.

Milad

Jag förstår kyc är viktig , men som du ser så har jag skickat över 10 dokument och inget passar + att de kräver att ett bank statment med bankens stämpel , och du o jag vet att Sverige har inga stämplar har vänt mig både till Nordea och Swedbank ingen av de har stämpel.

Milad

These 2 address proofs I sent but find that they are scanned and I say that I took a picture without a scan.

Then they say you have to get them stamped by the bank, but the banks have no stamps as we get everything digitally.

then they say oak bill I send they do not approve

Dessa 2 adress bevis gar jag skickat men hittar på att de är scannade och jag säger att jag tog bild utan scanna.

Då säger de du måste få de stämplade av banken ,men bankerna har inga stämplar då vi får allt digitalt.

sen säger de ek räkning jag skickar de godkänner inte

Thank you very much, milad1, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi milad1,

I've just reviewed your case and am sorry to hear that you've come across a problem like this. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from DolceVita.Casino to join this conversation and participate in the resolution of the case. Could you please share more information regarding the player's complaint? Are there any specific reasons for the player's utility bill to be not accepted? What other alternatives to verify an account you may probably offer to your players in Sweden?

Kind regards,

Natalia

Thanks for your help .

When they got the electricity bill, they said, you have to send an electricity bill, then I referred to the one I sent and then they have as an excuse you would not have written anything on it.

When it comes to bank statement, the excuse is that you must have a stamp from the bank, although I have told them that we get everything digitally in Sweden, so they always refuse.

I have sent 10 documents and nothing is enough, although all these documents I have sent to other casinos, and that has been enough.

Then both you and I know that the stamp from the bank is so old that even the bank jerks its eyebrows.

Milad

Tack för din hjälp .

När de fick elräkningen sa de, du måste skicka en elräkning , då hänvisade jag till den jag skickade och då har de som ursäkt du skulle inte ha skrivit något på den.

När det gäller bank statment ursäkten är att du måste ha en stämpel från banken,fast jag har sagt till de att vi får allt digitalt i Sverige , så nekar de hela tiden.

Jag har skickat 10 dokument och inget duger, fast alla dessa dokument har jag skickat till andra casinon,och det har räckt.

Sen vet både jag och du att stämpel från banken är så gammalt att t.om banken rycker på ögonbrynen.

Milad

Hi again I realized that according to the chat, they demand (stamp) from the bank.

Which bank has a stamp today, or is it a stamp they mean.

I do not know

Sounds very unprofessional and old

Hej igen Jag kom på att enligt chatten så kräver de (stamp)från banken .

Vilken bank har frimärke idag , eller är det stämpel de menar .

Jag vet inte

Låter väldigt oproffsigt och gammalt

Dear Milad1, sorry for not having reached you earlier, we did not know about that issue. My name is Yulia, I am an Affiliate Manager for DolceVita.Casino. First of all, thank you for using our casino. Secondly, there is misunderstanding for uploading the documents. According to our terms, we have the right to ask our clients to upload the documents for the verification if we do not like their quality. The problem is that you have send many documents but all of them are copies. We need the original versions not copies. Please, upload your original documents once again in your account. We will be waiting for it. Yours DolceVita Team.

It's just original,

Today I have loaded an ORIGINAL from Nordea.

See if you approve of this.

Milad

Det är bara original,

Jag har idag laddat ett ORIGINAL från Nordea .

Få se om ni godkänner detta.

Milad

Dear Milad,

Let us check it.

We'll come back soon.

Thank you.

Yours DolceVita Team.

Dear Milad,

All is fine with your documents but we need one more paper.

We need your original Electricity Bill, please.

Please, upload your original Electricity Bill in your account.

The paper should contain your name, surname and not be older than 2 months.

We will be waiting for it.

Yours DolceVita Team.

Why did you deny the electricity bill before? You have already received it, and denied it.

This is a cat and rat game.

While you have been playing with me, I have received several withdrawals paid out from other casinos with only a single document of those you have received ..

Before, it was a bank statement with a stamp when you receive it, then it is not enough, but you want the electricity bill that you did not approve before.

Milad

Varför nekade ni el räkningen tidigare .ni har redan fått den , och nekat den.

Det här är en katt o råtta lek.

Medans ni har lekt med mig har jag fått flera uttag utbetalda från andra casinon med endast ett enda dokument av de ni har fått..

Förr var det bank statement med stämpel när ni får det då duger det inte utan ni vill ha elräkningen som ni inte godkände tidigare.

Milad

Dear Milad,

We can see only the copy of your Electricity Bill in your account.

Please, check it again. You may have uploaded the copy of it by mistake.

We need the original document, please.

Please, upload your original Electricity Bill in your account.

The paper should contain your name, surname and not be older than 2 months.

We will be waiting for it.

Yours DolceVita Team.

What do you know if this is original or copy.

IT IS AN ORIGINAL with a big O.

Stop inventing.

Milad

Vad vet du om det här är original eller kopia .

DET ÄR ETT ORIGINAL med stort O .

Sluta hitta på.

Milad

This message is to casino Guru.

Show me what's wrong with the following documents

Milad

Detta meddelande är till casino Guru.

Visa mig vad det fär fel på följande dokument

Milad

Dear Milad,

Please, read more carefully our requirements.

We do need the original Electricity Bill.

All those documents do not represent the original Electricity Bill (that is a paper to take back control over your electricity costs and reduce how much energy you consume). We need it.

Thank you.

Do you have a copy of someone who lives in Sweden who has sent one so I know what requirements you have.

Then it's so that I only get what I sent to you, as an electricity bill.

How do I conjure up what you demand?

Milad

Har ni en kopia av någon som bor i Sverige som har skickat en sådan så jag vet vilka krav ni har.

Sen är det så att jag får endast det jag skickade till er ,som elräkning.

Hur ska jag trolla fram det ni kräver.

Milad

Dear Milad,

Let us check it.

We'll come back soon.

Thank you. 

Yours DolceVita Team.

I called the electricity company this is the only thing they can send and it says how many kwh I use Milad

Jag ringde el bolaget det här är det enda de kan skicka och det står där hur många kwh jag använder Milad

Dear Milad,

Let us check it.

We'll come back to you soon.

Thank you. 

Yours DolceVita Team.

Ok how are you?

You would check.

Milad

Ok hur går det ?

Ni skulle kontrollera .

Milad

Dear Milad,

Thank you for your waiting.

All is fine with your documents this time.

Our Accounting Department will return the balance of your deposit to you as soon as possible.

Let us know if we can do anything else for you.

Please, do not forget to write some positive things not only negative ones about us🙂.

Thank you for being with us. 

Yours DolceVita Team.

Ok

How do I make a withdrawal?

My account says that it has not been verified yet.

Milad

Ok

Hur ska jag göra för göra ett uttag.

På mitt konto står att det är ej verifierat ännu .

Milad

Dear Milad,

Have you received your balance?

We need to know it to close the case here.

Thank you for being with us. 

Yours DolceVita Team.

Do not know what you mean my balance is with you.

Vet inte vad ni menar mitt saldo är kvar hos er .

Dear DolceVita Team, can you please check again internally if the player's account has been verified since the player claims it's not yet?

Dear Milad,

We have sent 1000 Euro to you today.

Wait a bit, the balance will be yours very soon.

We can't speed up the bank processing. It can take some time.

Please, advice your payment system how long it can take.

I just want to know if you have already got it. I see now the you have not.

Thank you for the information.

But it is our right to block the account of any player.

Sorry, but we are not going to open your account again.

Please, do not forget to inform everybody when you have received it.

Thank you.

Ok

I got this right now.

Do not know what is right if you have sent the money or rejected it.

Milad

Det här fick jag precis nu.

Vet inte vad som är rätt om ni har skickat pengarna eller rejectat de .

Milad

Dear Milad,

If you remember, you requested the withdrawals three times.

One of it is approved, another two are rejected.

But it is the same withdrawal requested by you.

Please, wait for your withdrawal.

It will come soon.

Thank you.

Ok

After a lot of o but then the money came today.

You can close the case.

Thank you all parties.

Milad

Efter mycket om o men så kom pengarna idag .

Ni kan avsluta ärendet.

Tack alla parter.

Milad

Dear Milad, thank you very much for the last update. I'm really glad to hear that you received your funds. Your complaint will be marked as resolved.

Thank you for using our complaints resolution center. I hope that you won't come across an issue like this at any online casino, but don't hesitate to contact us in case of any problem, and we'll try our best to help you!

Dear DolceVita Casino team, thank you for your cooperation in this case!