The player from Austria is experiencing difficulties verifying the account as the driving license wasn’t accepted by the casino. The issue was eventually resolved and the player received his winnings.
BetAmo Casino - Player’s struggling to complete account verification.
Amount: €6,000
BetAmo Casino
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7.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Casino does not accept driving license from Austria.
Since I still have an old driver's license, the casino does not want to process the verification any further because there is no expiration date on it.
The driving license will still be accepted throughout Europe until 2033 according to EU law.
I have already tried to explain that the driving license is still valid until 2033 according to EU law, but then you come across granite.
Maybe someone can help me here. At thepogg you are also stubborn.
You can't say that you can verify yourself with your driver's license and then you don't take valid driver's licenses ???
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4 years ago
Dear Zidi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you been offered to provide an alternative picture ID for the verification? Have you been provided with a list of documents which are required for the verification? Additionally, if there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Good day,
yes I was offered. My problem is that my passport expired in February and, of course, is therefore not accepted.
Of course, I can wait three weeks before I can apply for a new ID, but actually I don't see why a valid driver's license is not recognized?
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4 years ago
Thank you very much Zidi for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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4 years ago
Hello Matthias,
I looked at your case and understand your frustration. It will be a tough one. I already had a complaint like this but we weren't very successful. Casinos have mostly very strict KYC policies. Let me ask you a question. When was your driving license issued?
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4 years ago
Translation
Hi Peter,
Thank you for your response. I think then we shouldn't pursue this now and cause too much attention.
It's about a lot of money (26,000 euros at Betchan and 6,000 euros at Betamo) and I don't want to mess with the casino and risk that they come for some reason at the end not to pay out at all.
Should the casino still have problems with the withdrawal in the near future, if I have my new passport, can I contact you again or?
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4 years ago
Hi Matthias,
I understand your point. The trouble of paying for a new passport is worth the €32000. I can either put this complaint on hold and set the timer to 14 (or more) days or I can reject it and then reopen it later and proceed accordingly. What suits you better?
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4 years ago
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Hi Peter,
then set the timer to 14 days and I will contact you as soon as I have new information regarding the issue of the new passport.
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4 years ago
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Not yet. I was able to apply for my new ID on Tuesday. This should be delivered at the beginning of next week at the latest.
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4 years ago
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Yes thank you! I am already laborious to withdraw the money (due to payment restrictions). By the end of June, everything should be on my account.
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4 years ago
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Yes. Everything arrived on the account
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4 years ago
That's good news. I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
