What Happened
A player from Russia says Gamdom's automatic ID check would not take their passport, because it is not in the Latin alphabet and they have no documents that are. The casino refused to check the passport by hand and turned down their other documents too, so a $588.92 withdrawal stayed blocked.
How It Developed
- Complaint opened. The player asked for help getting past the check and reaching their funds.
- The casino said its review was complete, every account feature was switched back on, and the player could withdraw at any time.
- The mediator asked the player to confirm whether the problem was solved.
- The player thanked the mediator and said the issue was resolved. The case was closed.
Resolved
The casino finished its review and switched the account back on; the player confirmed the issue was solved. No payout figure is shown.
What Helped
The complaint got the review by a person that support had refused. If an automatic check can't read your documents, say so plainly and ask for a manual check, and go to a mediator if the casino still says no.