WestCasino - Spelaren kämpar med KYC-verifiering.

I've been asked for KYC but my address verification continues to be rejected no matter how many times I submit it.

They keep insisting that I provide documents issued within the past 3 months, which is exactly what I have been doing.

Residential certificate

Bank documents

Utility bills

Despite submitting these three types of documents, I keep getting the same response and it's causing me frustration.

They don't specify exactly what part of which document is the issue, they just continue to insist on submission of documents issued within the last 3 months.

(I have been providing documents issued within the last 3 months)

251/5000

KYCを求められているのですが、住所証明が何度提出しても拒否されます。

発行日から3ヶ月以内の書類を提出するよう求められているのですが、3ヶ月以内の書類を提出しております。

住民票

銀行の書類

光熱費

これらの書類を3種類も出しているにも関わらず、ずっと同じ回答をされ困っています。

具体的に何の書類のどの部分が問題なのかを指摘されず、発行日から3ヶ月以内とずっと言われます。

(発行日から3ヶ月以内の書類を提出しています)

251/5000

Dear kazuto36,

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 take KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your home address seems to be the only obstacle standing between you and successful verification? Have you provided any other documents to verify your identity and have they all been approved?

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,

Kristina

I understand that.

We are submitting three types of documents.

However, the other party does not specifically explain what is wrong with the submitted documents and what other documents are required.

Also, even though all three types of documents I submitted were issued within three months, they keep telling me to submit documents that are within the last three months.

その点は承知しております。

こちらは3種類の書類を提出しております。

しかし相手方の対応ですが、具体的に提出済みの書類の何が問題で、それ以外のどんな書類が必要なのかを書いてくれません。

また提出した書類は3種類とも3ヶ月以内の発行であるにも関わらず、3ヶ月以内の書類を提出するよう言い続けています。

Hello kazuto36 & Kristina,

Greetings from WestCasino!

I have checked your case with the team responsible for the verification and they have rejected the photos sent so far as they couldn't identify a clear date of issue.

For the Proof of Address we accept the following documents:

• Gas bill;
• Electricity bill;
• Bank statement;
• Any government issued letter (such as tax bill).

Your name, full home address and a clear date of issue need to be visible on the document.

Since you are sending the documents in Japanese it is very important that the photo you sent meets the following requirements:

• is of high resolution;
• all text and details are in focus and clearly visible;
• the photo is taken showing the document flat and not taken at an angle.

These are important as we are using a translation tool for them and if the photo is not of good quality some of the details may not be translated properly.

For a quick process I suggest you provide a bank statement in pdf format, as issued by your bank, as that will be easiest to verify.

All the best,

Eduard

If it was a bank document, it would have been necessary to convert it to PDF.

I'll try to see if I still have it on hand.

The utility bill documents are in my family's name, could that be the reason why the certification was refused?

銀行の書類だった場合はPDF化が必要だったのですね。

手元にまだ残っているか探してみます。

光熱費に関する書類は家族の名義ですが、それが認証を拒否された理由でしょうか?

Hello kazuto36,

Thank you for your reply!

The document for the Proof of Address needs to be under your name.

A photo is fine as long as the whole document is visible clearly and it is not taken at an angle.

Most of the photos you sent were rejected due to blurry details or low quality.

All the best,

Eduard

Hello everyone,

Thank you both for your replies.

kazuto36, please continue cooperating with the casino and keep us updated so that we can proceed with this complaint accordingly. Hopefully, your account will be verified soon.

Dear kazuto36,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I requested the bank documents again and submitted them via email.

If the photo doesn't look good, take another photo.

Thank you for your review.

銀行の書類を再度取り寄せてメールにて提出しました。

写りが悪ければ改めて撮り直します。

審査よろしくお願いします。

Hello kazuto36,

Thank you for your reply!

I can see that the photos you sent now were fine and that your account passed the verification on March 12.

All the best,

Eduard

kazuto36, can we now consider this case resolved?

Dear kazuto36,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.

kazuto36 confirmed via email that the issue was resolved.