500casino not giving me a chance to verify

[Flexie80]

Hello,

I thought about putting this in the scam accusations forum but thought it would be a bit harsh, so I put it here.

I am having a big problem with 500casino. They make it impossible for me to verify my account.
The situation is that I live in Germany but have a Netherlands passport. There are a lot of people just like me, Dutch people living in Germany just across the border.
It is 100% legal in the EU to live in another country and keep your passport from the country of birth. Almost nobody will change passports simply because they move, also because it's quite a long process.

The thing is, 500casino does not accept players who RESIDE in Netherlands, but do accept players who RESIDE in Germany.

I clearly reside in Germany so I am a legal client but in their external verification app you cannot upload a passport from Netherlands, it is simply not selectable in the list. When I try to select Germany and then instead upload my Netherlands passport it  (logically) gets rejected also. So I am stuck and have no way to get verified. I think this is a clear loophole in their verification system, because it should be about where you RESIDE not where your passport is from.

I have offered them to show a proof that I live in Germany: bank statement, energy bill, whatever they need, I can provide it. But they simply say I have to follow their normal verification procedure. But this is not fair and it's in fact discrimination. I can control where I live, but I can't control where I was born.

Please, 500casino, improve your verification app and make it possible for everyone who lives in a legal country, to verify themselves. I never had a problem verifying with my Netherlands passport in other casinos, as long as I submitted a proof of address from Germany together with it. But 500casino so far does not give this opportunity.

[Ziskinberg]

Was their action based on their Terms of Service? If so, then you can't really complain about it as you agreed to those terms when you signed up.

Let me ask you this, Did you complete your KYC verification before you started gambling? Because smart users actually do their KYC first to make sure they'll pass it, avoiding any future problems with withdrawals or account restrictions.

[Odusko]

From your explanation, you selected Germany which is an approved region on the 500casinos site and now uploaded your fatherland passport document and it gets rejected, of course, it will not fly, the mistake is from you and not the casino, why don't you upload your Germany passport instead, I believe it will work.

[Rruchi man]

...

If you are having problems with one casino based on your location, or not even based on your location, there must be other casinos that gamblers make use of around you. I think you need to find it and not focus on trying to gamble at just one casino, you know.

I would have recommended Betfury to you, but it is unavailable in Germany too.

[CryptSafe]

OP, why waste your time with the casino when there are other big, reliable, and reputable casinos out there with favourable policies that could interest you? If the casino rejects you,  it is their loss and not yours because you do not need to beg them to get you verified as they are supposed to be able to do the needful to have you onboard their platform so why waste your time with them? or have you made deposit already before wanting to do your kyc? because this can only happen when one has funds in a casino and are hellbent on scaling through their kyc to get their funds out of the casino.

[yahoo62278]

Gonna tag UserU here as I believe he is 1 of the site's reps and can give you an answer possibly. Otherwise you can send UserU a pm and try to see if you can get a response in private.

[Fivestar4everMVP]

The thing is, 500casino does not accept players who RESIDE in Netherlands, but do accept players who RESIDE in Germany.

I clearly reside in Germany so I am a legal client but in their external verification app you cannot upload a passport from Netherlands, it is simply not selectable in the list. When I try to select Germany and then instead upload my Netherlands passport it  (logically) gets rejected also. So I am stuck and have no way to get verified. I think this is a clear loophole in their verification system, because it should be about where you RESIDE not where your passport is from.

I have offered them to show a proof that I live in Germany: bank statement, energy bill, whatever they need, I can provide it. But they simply say I have to follow their normal verification procedure. But this is not fair and it's in fact discrimination. I can control where I live, but I can't control where I was born.

Please, 500casino, improve your verification app and make it possible for everyone who lives in a legal country, to verify themselves. I never had a problem verifying with my Netherlands passport in other casinos, as long as I submitted a proof of address from Germany together with it. But 500casino so far does not give this opportunity.

I've not actually read comment from other users to get a glimpse of what their opinion on this matter is, but if I must be honest with you, I am going to tell you that you are clearly the one at fault here, understand that 500casino is not other casinos and every casino have their own personal rules when it comes to account verification..

Your country of birth isn't supported by the casino and players from that country are not allowed to gamble there, how do you expect the casino to accept a document from the same country they do not accept users from?

I think what you likely should do is get another document from the government of the country where you currently reside/live, I believe passport isn't the only document 500casino accept from users for account verification, check if they accept other documents like driver license, get that from the country you live and use it for the verification, this should work I think, except the casino only accept passport, then it means this is their issue and not yours.

[Flexie80]

Gonna tag UserU here as I believe he is 1 of the site's reps and can give you an answer possibly. Otherwise you can send UserU a pm and try to see if you can get a response in private.

Thank you, would be helpful! I believe there is no bad intention here, just a loophole in their system. They probably don't realize all EU citizens can live in any country of the EU while keeping their passport from country of birth.

[Flexie80]

Was their action based on their Terms of Service? If so, then you can't really complain about it as you agreed to those terms when you signed up.

Let me ask you this, Did you complete your KYC verification before you started gambling? Because smart users actually do their KYC first to make sure they'll pass it, avoiding any future problems with withdrawals or account restrictions.

Their terms do not say anyhing about passports, the terms only speak about where you reside as a deciding factor in whether you can play on the site or not.
In my case that is Germany and as I always access the website via German IP, there should be no problem. But there is, since I only have 1 passport, and that is not from Germany.

[Flexie80]

From your explanation, you selected Germany which is an approved region on the 500casinos site and now uploaded your fatherland passport document and it gets rejected, of course, it will not fly, the mistake is from you and not the casino, why don't you upload your Germany passport instead, I believe it will work.

Why don't I upload my German passport instead? Did you actually read my OP? I don't have a German passport as my Netherlands passport is the only one I am allowed to have (you can't have 2 passports) and I can legally live in Germany (or any other EU country) with it.

[Upgrade00]

Thank you, would be helpful! I believe there is no bad intention here, just a loophole in their system. They probably don't realize all EU citizens can live in any country of the EU while keeping their passport from country of birth.

I haven't used this casino, but is there another way to prove you actually live in Germany while trying to pass the kyc? On their end they could see this as a loophole that anyone can say they do not live in the restricted country while using an identity from that country. This could be a driver's license or any other document that shows you actually do reside in Germany, like a utility bill payment receipt.

IPs can't be used too since players can use a vpn to change it.

[Flexie80]

Thank you, would be helpful! I believe there is no bad intention here, just a loophole in their system. They probably don't realize all EU citizens can live in any country of the EU while keeping their passport from country of birth.

I haven't used this casino, but is there another way to prove you actually live in Germany while trying to pass the kyc? On their end they could see this as a loophole that anyone can say they do not live in the restricted country while using an identity from that country. This could be a driver's license or any other document that shows you actually do reside in Germany, like a utility bill payment receipt.

IPs can't be used too since players can use a vpn to change it.

Yes, absolutely I can provide multiple uitlity bills. Bank, internet bill, electricity bill, all they want. It's just that their first step of their automated system is uploading your passport and I can't get past this first phase as mine is getting rejected. So I can't come to the second step which would be a utility bill.
That's why I'm creating this topic, to get attention for this problem and hopefully a tailor-made solution in which I can send them manually a utility bill.

And I access the site from my German IP-address without VPN, that should be clear info that I am indeed located in Germany. All casinos can easily see if a VPN is involved or not.

[robelneo]

Please, 500casino, improve your verification app and make it possible for everyone who lives in a legal country, to verify themselves. I never had a problem verifying with my Netherlands passport in other casinos, as long as I submitted a proof of address from Germany together with it. But 500casino so far does not give this opportunity.

If you can do this at other casinos and you can't with 500casinos, then there's something wrong with their verification; they should be open to other options and other possibilities.
It's good that we have a representative here from 500casino, as there is no deception present here, and they should allow this kind of verification.
But its a warning to players with similar situations like yours to ask the casino how they address situations like this before playing in case they have strict rules like 500casino.

[Upgrade00]

Yes, absolutely I can provide multiple uitlity bills. Bank, internet bill, electricity bill, all they want. It's just that their first step of their automated system is uploading your passport and I can't get past this first phase as mine is getting rejected. So I can't come to the second step which would be a utility bill.

This looks like something the team needs to look into. Getting a passport is not always an easy process in many countries so that shouldn't be the only means of proving where you reside and cuts them off from many potential players.

Have you by any chance deposited already on the casino?

[Flexie80]

Yes, absolutely I can provide multiple uitlity bills. Bank, internet bill, electricity bill, all they want. It's just that their first step of their automated system is uploading your passport and I can't get past this first phase as mine is getting rejected. So I can't come to the second step which would be a utility bill.

This looks like something the team needs to look into. Getting a passport is not always an easy process in many countries so that shouldn't be the only means of proving where you reside and cuts them off from many potential players.

Have you by any chance deposited already on the casino?

I have not deposited yet, but that does not mean the problem should not be taken care of.

I hope their representative will come to this topic and take a look at resolving this.

[UserU]

Hey Flexie,

Let me get in touch with the team and revert to you on the outcome since this matter is beyond my expertise.

We'd need your 500 ID as well for reference.

[UserU]

Hey Flexie,

The team just responded, and here are the things that were brought up:
1) Possession of an official documentation (passport) from a region which is retricted (Netherlands)
2) Attempting to bypass the KYC check using another individual's official documentation (i.e. not from the account owner)

[Flexie80]

Hey Flexie,

Let me get in touch with the team and revert to you on the outcome since this matter is beyond my expertise.

We'd need your 500 ID as well for reference.

Hey, I have just sent you the username/email

[Cointxz]

The situation is that I live in Germany but have a Netherlands passport. There are a lot of people just like me, Dutch people living in Germany just across the border.
It is 100% legal in the EU to live in another country and keep your passport from the country of birth. Almost nobody will change passports simply because they move, also because it's quite a long process.

The thing is, 500casino does not accept players who RESIDE in Netherlands, but do accept players who RESIDE in Germany.

The answer to your question is already stated to your own statement. How can a casino will accept an ID from restricted country? You should verify using an ID which the casino doesn’t restrict it like Germany where you are currently residing.

It’s not that they are restricting you to verify rather you are the one has a problem on verification because you are using an ID that is not allowed by the casino.

[Flexie80]

Hey Flexie,

The team just responded, and here are the things that were brought up:
1) Possession of an official documentation (passport) from a region which is retricted (Netherlands)
2) Attempting to bypass the KYC check using another individual's official documentation (i.e. not from the account owner)

What do you mean by this? I don't understand it.
I am willing to do all the normal verification it takes (including selfie video), it's just that you need to accept Netherland passports too if the person can show via utility bill (and IP-address he is using) that he actually lives in Germany.