Hello, I am having issues with Dolcevita casino, hopefully, somebody can help me out here.
So to begin with, I opened the account with them, made couple of deposits, was lucky, won some money and requested a withdrawal. I had to verify my account, which at beginning was difficult as they do not accept pdf file and pdf files that are printed out (that is what they said). I sent them couple of documents, finally contacted the support and we agreed that a bank statement will be fine. I have the screenshot where the live support said that after contacted finance team they told that the bank statement is fine. So I uploaded it and received my withdrawal. After that I also received my second withdrawal. I continued playing and was lucky some more and on the third withdrawal it was rejected and I received an email saying:
Dear player, We're contacting you regarding an additional checkup. Would you kindly provide us with a picture of your bank statement? The statement itself should be printed on paper with all due seals. You may request it in the nearest bank department or by mail. Your funds will be in hold until our finance department checks your document.
After couple of emails with them I understood nothing will be ok for them what I was trying to explain, and the only thing I can do is contact my bank. I particularly asked the bank if they could provide me with a bank statement and stamp it. They told me they did not stamp any documents and the only thing they could do was print out the bank statement for me and I could pick it up at the bank branch. I asked what would be the difference between the statement they printed out and the one I printed out at home, and the answer was completely no difference. I asked if they could at least sign that statement, but they refused because they told that this is not a document that is being signed by the bank. So I asked them what document can they provide me for proof of address, as I knew for sure there should be something like that. They told me I can order a document that says that I have a particular account in their bank. The document would have my name and address on it, date, and this would be signed. So I thought ok, that will be more than enough. I had to pay 15eur for it, as I order it to be in English (that was the casino requirement).
It took 5 working days and after receiving it I uploaded the document straight away at Dolcevita. And it was rejected. I was told that is not what they were asking, they need the statement that I sent them before and which was approved, printed on paper from the bank. I told the support that bank does not sign and stamp the statement but the chat support told me it was not about the stamp, so as I understand stamp is not necessary any more but at this point I am completely lost what do they need. It seems they need something that is not possible from my bank. After some time the live chat just kept saying “sadly this does not depend on me, this is the reply from the finance department. And it was being repeated when I tried to talk further. So I wrote an email to support but haven’t received anything back.
By the way before they asked for the document from the bank I asked them maybe it would be ok for them if I went to my electricity provider and requested a document from them (I do have such a document but it is not ok for them as again it is pdf file and all of my bills are paperless, but I thought I would go to the office and they would provide me with a document that hopefully wouldn’t be pdf file that was printed out), however, they replied that now they require a bank statement.
For me it seems that they are just simply not willing to pay me out and that is why they are rejecting everything. I told them I could provide with anything they need until it is in my power but it looks they just don’t want to hear it. It is clear that my account was verified and everything was fine by everybody until I won “too much”, now the documents became not enough.
Hopefully lcb team can help me out. If needed I can send all the documents so you could see what I sent them so that you would see that everything is more than enough. This is not my first casino I am playing at and I have seen various requests for KYC, selfies, selfies with something written on paper and so on, but haven’t faced a casino that requests some document for address proof that I cannot simply provide with.
Maybe I am just simply talking to the wrong people on the support, maybe we can figure out something with the casino representative. I am not saying that casino is a scam or something like that, they did pay out 2 of my withdrawals, however, after all the conversations with the chat and emails from support it looks that they are not super professional casino. And I hope that is not the case, but I have played at couple of casinos that were relatively new and payed out at first but stopped paying out very soon. Hopefully this is not the case here.
Glad you are here to help our members 
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