The player from Brazil was experiencing difficulties withdrawing her winnings due to ongoing verification. She was able to verify the account shortly after the casino was invited to the open thread. The complaint is resolved.
Booi Casino - Player’s struggling to complete account verification.
Amount: 300 R$
Booi Casino
Safety Index:HighSafety Index
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8.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I can't verify the account using the photo! I sent several pictures to the attendant in the chat and it's always blurry, I'm tired of it and I just want to check my account and withdraw my money
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2 years ago
Dear dsamira220,
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.
Could you please advise what photo are you talking about? Which documents have you already provided? Did the casino claim that all documents were blurry?
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,
Kristina
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2 years ago
Translation
Hello good day! I sent several photos but there is really no way to take a better photo, a matter of light and camera that can't be exactly… face, with the casino page in the background
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2 years ago
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I would like to resolve this situation soon, because I would like to withdraw my money
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2 years ago
Thank you very much for your reply, dsamira220. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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2 years ago
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Which communications? Prints of the conversation I had with the attendant?
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2 years ago
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I would like you to contact the casino, and ask them to accept my identification documents so that I can withdraw my money that is being held by them
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2 years ago
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I have never seen such ill will and incompetence on anyone's part! If they don't authenticate my documents soon I'm going to the police! Be aware of this, this is a crime
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2 years ago
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could anyone answer me???? My money is still stuck there and they don't want to pay and authenticate my identity
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2 years ago
dsamira220, please forward me any communication between you and the casino related to this issue. It doesn't matter if you forward them as screenshots or as email threads. Thank you.
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2 years ago
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my communications with them were through online chat on the casino website, so the messages are gone. The only interaction left was an email from before I contacted support on the live chat which I forwarded to your email
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2 years ago
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Here is for you some of my communications with the chat 
🇧🇷 🇧🇷
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2 years ago
Thank you very much dsamira220 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.
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2 years ago
Hello, dsamira220,
I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Booi Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Booi Casino Team,
Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?
Thank you in advance for providing the information.
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2 years ago
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I managed to verify my account on the platform, contact is no longer necessary. Thanks!
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2 years ago
What great news!
Can you please confirm your account is fully verified and that you are able to request a withdrawal?
Would you like to withdraw the disputed funds or continue playing in the casino? Should I keep the complaint open until a successful withdrawal, or can I consider it resolved?
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2 years ago
Thank you, Amy, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
