Rep Friendly, how do you handle discrepencies in registration vs ID

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
One of my real life friends has been asked for ID with an accreditted casino. She has had many sucessful deposits and withdrawals without an ID request, but got one about 3 weeks ago.

She keeps submitting ID (driver's licence, passport, utility bill) and it keeps getting rejected. No real explanation, but it looks like her address is a problem, as that field was red.

So today a brief look on my part, she did not capitalize St (Street) on her registration. And of course her driver's licence and utility bill do, so pretty sure it keeps being rejected by an automated program, and the emails are auto. She has contacted support a number of times, and all they could tell her was rejected, she's sent scans, pictures, all edges showing, yadda yadda. We put in an address change.

But her first name is also not the name on her passport, but is the name on her driver's licence, bankcard and utility bill. Think Jenny vs Jennifer.

She did blow back a $400 withdrawal, so currently not owed anything, but she likes the casino and would like to continue to play.

Pretty confident was not a delay tactic with this casino, and it can be resolved via the rep if necessary.
 

ShadyFei

Senior Member
Joined
Dec 22, 2016
Location
Canada - West Coast
Can or did she contact Customer and get them to change her registration from "street" to "Street"? Seems that might solve one of the problems.
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
Location
Ontario
I did that today for her. Fingers crossed. But after her driver's licence as ID was rejected, she submitted her passport, which does have a different name. She drove us both up to a passport office in Ottawa for a trip to Cuba, it actually took her quite a while at the wicket, but there was never a legal name change to "Jenny".

The name difference has not been flagged, but it is not uncommon.

I had an issue with a non-casino business a few months back, the issue was I failed to type my entire name in caps.

While I consider this casino trustworthy, and play there, support is not stellar. As a Canadian, our "evening" is middle of the night in Europe, the shifts the lowest man on the totem pole gets.

I have seen many posts over the years here with this kind of issue. But it was more her issue that prompted me to ask.
 

helenakp

Ueber Meister
PABaccred
Joined
Sep 24, 2013
Location
MK
I had similar issue with also accredited casino,my surname was problem,just because you can wright it on 4 different ways .

My cyrillic is ВИЌ,where on my credit card ( this is my last 3 letters of it)was VIC, on my passport VIKJ and and on my bill VIK.

After 1 week they sorted out for me after long disscusion with their support.
Hope at the end they will sorted out for her.
 

Bunbu

Full Member
PABinit
Joined
Apr 25, 2021
I had similar issue with also accredited casino,my surname was problem,just because you can wright it on 4 different ways .

My cyrillic is ВИЌ,where on my credit card ( this is my last 3 letters of it)was VIC, on my passport VIKJ and and on my bill VIK.

After 1 week they sorted out for me after long disscusion with their support.
Hope at the end they will sorted out for her.
Skrill and Neteller have best way to complete identification in under one minute.

Software ask you to put your face in front of camera, software scans your biometrics data, and after 10 seconds you are fully verified.
 
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