BetMaximus Casino - Player's KYC verification is delayed.

I can't complete my KYC verification because the casino refuses to accept any of the pictures of my passport that I've sent. I've sent them numerous pictures, and I keep getting messages stating that the images are unclear. However, on my phone, all the information is clearly visible when the image is opened. I have a Samsung Galaxy S20, which has a good camera. I'm at a loss for what to do in this situation. The same pictures have been used for KYC verification at several other casinos, and they were sufficient. Is this a tactic to avoid paying out withdrawals?

Hello mivare,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with BetMaximus Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Was only the passport rejected or any other documents as well?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The withdrawal request was made on 26.9 and the documents for confirming the account were also submitted.

Only the photos from the passport were rejected and since then I have sent new photos every day, but nothing is acceptable! Last time yesterday I spoke in the chat and I also attached a picture to him, which he said he would send to the financial department, also said the picture was good. Too bad I didn't notice to take a screenshot of that conversation. So the other documents were accepted.

Hello mivare & Nick,

I checked the player's situation and indeed several photos of the passport were rejected due to poor quality.

It seems that you are taking the photos indoors with poor lighting conditions.

I suggest you take a new photo in daylight, making sure that the whole passport is visible (all four corners included) and that it is entirely in focus.

Once you do this, please make sure to upload it directly to the Identity Verification page under My Profile. We don't recommend documents to be sent in chat as the chat team doesn't handle account verification.

With regards,

Nadia I.

I think the pictures were completely clear, I can't take better ones. I have taken both indoors and outdoors and with/without flash. I have played in many casinos and delivered the same pictures as you and they have worked well.

I want to send these pictures I sent you to a casino guru privately so that I can get a proper assessment of my pictures.

When you click open the picture and zoom in, you can clearly see even the smaller points. In the latest picture, for example, all holograms and watermarks etc. are visible.

Hello mivare & Nick,

Since those photos were rejected, you will need to take a new one - making sure to follow the directions provided.

With regards,

Nadia I.

Unfortunately, I can't and I can't, I've done everything I know how to do.

I also ask for a statement from the party that granted you the license, there they will examine the pictures I sent and other things.

Dear Mivare,

It is common practice in many online casinos to request retakes of certain photos as part of the verification process. Please follow the casino's instructions. If you choose not to comply, it may be seen as a refusal to cooperate, and unfortunately, we won't be able to assist you further with this issue.

I look forward to your response.

Kind regards,

Nick

Hello mivare & Nick,

I see that the player provided a new clear photo of the passport, which was accepted, and the account passed the verification.

With regards,

Nadia I.

Yes, my account is now verified and the complaint can be closed.

Dear mivare, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru