The player from Canada had faced issues with BetPlays' verification process. His selfie had been repeatedly rejected by the casino, stating that the ID wasn’t visible due to their website zooming out the uploaded image. However, the issue had been resolved successfully. The player had confirmed the resolution and expressed no further complaints. We had therefore marked the complaint as 'resolved' in our system.
BetPlays Casino - Player struggles with selfie verification.
Amount: Can$3,294
BetPlays Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Betplay is abusing the verification process. MY ID and my bank statements have been approved, but they keep rejecting my selfie saying the ID is not visible. My selfie is very clear in my opinion, the problem is once uploaded to their website, it gets zoomed out 300%.I will also provide a screenshot of what my picture looks like once uploaded to their website.
I have also politely asked them for some tips and advice on how to obtain selfie that meets their requirements, the answer is always(visible ID showing 4 sides, with my face in the frame), without any clarification.
I understand selfie verification is part of the standard kyc verification process, so I trust people at casino guru can determine if my selfies are good enough.
I will also include the image of my ID, that has been approved albeit after many tries, just so you see that in order for my ID to be approved to their standards, it pretty much has to occupy the entire frame. Asking me to provide another image of ID of the same quality, while with my full face in the frame is just ridiculous.
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1 year ago
Dear yuntao988,
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 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 selfie seems to be the only obstacle standing between you and your winnings?
- Have you submitted all the other personal documents required for the verification?
- Were your winnings accumulated with or without an active bonus?
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
Public
Public
1 year ago
Hey there. This issue has been resolved. Im sorry for the trouble
No more complaint for now
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, yuntao988, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
