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Hello dear team,

I have the following problem, I have applied for my verification at Lemon Casino, the casino would like to have a PDF file of my online banking account statement as proof of address, unfortunately when I set up my online banking I had account statements sent to me by post every 3 months, which means, I do not receive any account statements in my online banking mailbox.

I informed the support of the casino & it is still pointed out that I should send a PDF of my online banking, I have asked several times for a different type of proof of address but without success.

Kind regards

Hallo liebes Team,

Ich habe folgendes Problem, habe meine Verifizierung bei Lemon Casino beantragt, das Casino möchte als Adressnachweis eine PDF Datei meines Onlinebanking Kontoauszugs haben, leider habe ich bei der Einrichtung meines Onlinebanking veranlasst das mir Kontoauszüge alle 3. Monate per Post geschickt werden, was heißt, ich bekomme keine Kontoauszüge in mein Online-Banking Postfach.

Habe das dem Support des Casinos mitgeteilt & es wird trotzdem darauf verwiesen das ich eine PDF meines Onlinebankings schicken soll, habe mehrmals nach einer anderen Art für den Adressnachweis gebeten aber ohne Erfolg.

MfG

Dear Andy388,

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.

Do I understand correctly that a missing Proof of Address in a form of a bank statement seems to be the only obstacle standing between you and your winnings? Have you tried contacting your bank to request an early statement to be sent to you?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

First of all, thanks for the quick reply

In itself, it's really only because of the missing proof of address in the form of my online account statement, of course I contacted my bank & tried to clarify it. Unfortunately, there is no alternative if you (as in my case) get the account statements by post every 3 months. Have now switched to online, unfortunately the change only works from 01.03. That means now that I have no access to the required account statements for the period "January" online, even afterwards.

I understand that you have to do the KYC, but why no other proof of address is accepted & the casino support told me that it was actually my problem is a mystery to me. I don't think this is customer friendly.

Greetings Andy

Hallo,

Danke erstmal für die schnelle Antwort🙂

An sich liegt es wirklich nur an den fehlenden Adressnachweis in Form meines Onlinekontoauszuges, ich habe natürlich meine Bank kontaktiert & versucht es zu klären. Leider gibt es keine Alternative wenn man (wie in meinem Fall) die Kontoauszüge alle 3. Monate per Post zugestellt bekommt. Habe das jetzt auf Online umstellen lassen, leider funktioniert die Umstellung erst ab 01.03. das heißt jetzt das ich an die geforderten Kontoauszüge für den Zeitraum "Januar" online auch nachträglich keinen Zugang habe.

Ich verstehe das man die KYC machen muss, warum aber kein anderer Adressnachweis akzeptiert wird & man mir beim Support des Casinos mitgeteilt hat das es ja an sich mein Problem ist, ist mir schleierhaft. Das ist meiner Meinung nach nicht Kundenfreundlich.

Gruß Andy

Thank you very much, Andy388, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello Andy388,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lemon Casino to join the conversation and participate in the resolution of this complaint.

Dear Lemon Casino,

Can you please advise if a photo of the player's paper bank statement could be a satisfactory proof of address?

Kind regards,

Tomas

Dear all,

A few days ago we have contacted the player to send us an utility bill he owns, instead of the bank statement. That will also be accepted if all details will be clearly visible, just for now we are waiting for the player to reply to our support department.

Thank you,

LemonCasino

Thank you, Lemon Casino, for providing the information.

Dear Andy388,

Could you please update us once you send the utility bill to the casino?

Thank you.

Kind regards,

Tomas

Dear Andy388,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas