. Maybe it's the address they can't confirm as being the same as registered at the casino, and this is why they have rejected the bill.
Just to clarify registered address and address on the bill are the same.
Ok, so the only thing you wanted with this thread was to tell us how horrible they are who don't accept your documents.
.... , Lucas?
What I´m basically trying to tell you is that it´s only a waste of time to complain and insist on principles, or go into details of your document which you think has to be accepted otherwise they would be stupid?.
Videoslots is accredited casino here and this is the only reason I am posting, do google search and see if I started a thread about this on any of the other forums or affiliates. Accredited casinos have to follow certain rules and it is up to the members of this forum too, to put forth issues and other "curiosities" which may not be directly related to accreditation requirements. Requirements for accreditation are constantly updated to remain valid and provide better protection for both players and operators. This is why being accredited at Casinomeister has more value than being recommended at some other online forum/affiliate. Members and operators have a place to discuss things which are important to both and CM serves as mediator. Accreditation is work in progress and maybe in the future updates to accreditation process, asking players to get notarized translation of utility bill will be prohibited or completely opposite, maybe we will have to send translated bills at all accredited casinos.
...
Also if you use Neteller, Skrill or Ecopayz for deposits your address has already been verified by those e-wallets....
Actually, I moved twice since I verified my address at Skrill.
I didnt use Skrill at Videoslots so its not related, just to say that I havent had any problems with operators because Skrill and registered address dont match.
I had no problems at all! I used my Skrill screen shot, my bank statement and driving licence
Good luck! Just message the rep on here they are always helpful and eager to help with any issues anyway from my experience!
Were your documents in English?
He had another option and that was to send a bankstatement and black out all transactions that wasn't with them.
It seems that this wouldnt work either according to later post from casino rep.
...
Unfortunately our security team cannot verify documents in languages they cannot understand and therefore it's our policy to require these documents to be translated and verified by a notary so that we can contact the notary and make sure everything is in order. This is also a regulation issue and we need to follow the guidelines set by our regulators. Another way to do this is to send us a bank statement where you can block out balances and transactions. You can ask you bank to send this in English and if they cannot supply this document in English, please make sure to include contact details to a person which we can get in contact with at the bank.
...
// Philip
Thanks for posting Philip, but as I said, this is not about me getting verified at your casino. I am not looking for any special treatment and we are past that point anyway. I didnt even look where are you licensed, until now, because being accredited at CM is good enough for me. Now I see that you are licensed in Malta and UK. Because recent UK license is fairly new I dont remember going through verification process at UK licensed casino but at other casinos licensed by LGA I didnt have to provide notarized translation of any document submitted, at one I was offered to send documents directly to LGA so they could verify it but not to have them translated and notarized. Also, thanks for confirming what I thought would happen even if I sent you my bank statement.
One more thing, in all emails informing me about my document being rejected which also has a list of all conditions uploaded document must comply with, there isnt a single mention of the fact that document has to be in English or that my document was rejected because it is not in English. Only when I went to live chat and asked that I was told it was because of the language. I dont remember seeing it in T&C either.
This is what is written in rejection email:
'
Hello xxx,
The security check on your address was not approved.
Your uploaded files must be in any of the following formats:
- File type JPG, PNG, GIF or PDF
- not larger than 3MB (three megabytes) in size
- proof of address cannot be older than 3 months
- all documents need to have all 4 corners visible
Please upload a new image or contact
support@videoslots.com in order to conclude the security check.
Kind regards,
Support
Videoslots.com
'
My document has complied with all these conditions. Furthermore, I have also complied with all the conditions for player verification as stated in "Terms and Conditions", both of them, so I really dont find me being singled out or requested something which is out of the boundary of that contract amusing at all. If you demand players to abide rules set out in that contract, for Videoslots to be accredited at CM I can do the same thing.
NOTE: About that phone call from Support rep where I was told my documents would be accepted if I send them recent one, I just found this out while searching for verification procedures under FAQ,
'
Will I get notified if my uploaded document gets rejected?
Yes you will get notified regarding this. You will receive an e-mail stating that it got rejected. You might also get a phone call from one of our support agents. They will call you if your document gets rejected somewhere between 8 am – 9 pm your time. You will be informed why your document got rejected and what you need to do to get it approved.
'
So, its not nothing out of the ordinary for them to do this over the phone. Sorry for implying it was.
Lots of hoops for a single withdrawal IMO.
I believe I posted this before but anyway.
I didnt even get to making a withdrawal. I wanted to do this once I made my deposit, to avoid giving casino space to stall eventual withdrawal or playing back winnings. At some casinos with strangely worded rules or long verification periods, I initiate verification before first deposit takes place to avoid confusion and give myself a chance to play back any possible winnings.
My new address doesnt have any croatian language specific characters like ŠĐČĆŽ, for example if my address was Avenija Vukovar 2, one could easily identify it on the bill or run it through google translator and get english translation. Dates are in arabic numerals in most of the world and they dont need translation. I said this was combined bill and it had separately written amount for each of the services. One of them being water, in croatian it is written 'Voda'. Google translator handles single words with almost 100% accuracy.
My national ID card was accepted as it is a document intended for international use and it has all the items written in english and croatian, as does the visa I used for deposit. National ID also has my address on it and if they can read that one, which is written in croatian language, I am assuming reading same string of characters from utility bill shouldnt be difficult.
If I forgot to comment on something please ask me again, this was a long post.