Adjarabet Casino - Player disputes casino's document policy.

This casino is awful because it doesn't accept Brazilian identification documents, only passports. How can they authorize play from Brazil and not accept our identification documents?

Dear Deivili1109,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your picture ID seems to be the only obstacle standing between you and your winnings?
• Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I agree with this and why not accept an official Brazilian document, driver's license

• yes I did

Thank you very much, Deivili1109, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you very much, I will send it by email

Hello Deivili1109,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Adjarabet Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Unfortunately, due to Georgian legislation, the casino only recognizes certain documents as official for verification purposes. These include an international passport, an ID card for Georgian citizens, and a Georgian residence permit. As for Brazilian citizens, they have the option to be verified online using their international Brazilian passport. However, driver's licenses and Brazilian citizen ID cards are not accepted. Would you be able to provide the casino with your international Brazilian passport?

Then I would like to close the casino account

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Deivili1109, we have received a response from the casino regarding the account closure. You can find the details below.

"Hello,

To close the account, the user can contact us via chat. The chat button is located in the lower right corner of the site.

If the account is not verified, the user must send us the following information :

The user must fill in the said form, take a photo of the manually filled application and the ID/passport document (the application must be signed and dated). Also user needs to take a selfie with the document, send these documents in the chat or by e-mail to contact@adjarabet.com."

"Dear Dominika,

We will be happy to provide consultation and asist, however for this, the user needs to contact us through the chat service. Unfortunately, we cannot provide consultation on other platforms.

Best Regards"

Dear Deivili1109,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.