The player from Brazil is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected because the player didn't respond to our messages and questions.
Booi Casino - Player’s struggling to complete account verification.
Amount: 141 R$
Booi Casino
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8.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I am unable to verify my Booi casino account.
I already sent more than 10 photos, but all were refused.
They are requesting a "picture of the document next to the face at the bottom of your open profile on the Casino Site, where your login will be visible"... however it is very difficult to take a picture like this, as the cell phone camera cannot focus on the document and on the profile screen at the same time... that is, the document or the profile screen ends up being slightly blurred... however the casino insists on receiving this photo.
I would like to point out that my account is blocked (I can't play at the casino or make withdrawals), I also state that the amount in the account is quite low to impose so much difficulty to carry out a simple account verification.
I've been trying for a long time to do this check but I can't.
I've contacted support several times but the answer is always the same... they always say that something is not visible (Either the document or the profile screen).
I would also like to note that when browsing other contests here from casino guru I found several other players who had the same issue.
Could you help me with this situation?
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1 year ago
Dear rubervalferreira,
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 the selfie is the only document that has not been approved? Has the casino accepted the rest of your documents?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
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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1 year ago
Translation
Hi
Yes, only the selfie is not being approved!
I emphasize that I am a customer of other casinos and in none did I receive such a rude support service and I did not face such difficulty in carrying out this verification (Not even financial institutions have such a difficult verification process!)
I fully understand the need for "KYC" verification, and I want to clarify that my complaint is not about the need for verification, but about the requirements that are requested! I repeat, the casino asks for a "photo of the document next to the face at the bottom of your profile opened on the Casino Site, where your login will be visible..." and on this photo we can make observations:
1st: it is almost impossible to do it via selfie (because the casino requires that both the document and the profile screen, as well as your face be 100% visible and readable) try to imagine... with one hand you will hold the cell phone that will take the selfie, with the other hand you hold the document, the question is how will you hold the profile screen? Another thing, what device will this profile screen appear on? If you are already using your cell phone to take the selfie! So obviously you will have to have 2 cell phones! Or open the profile on a computer, however those who don't, I'm sorry but unfortunately will be told quite rudely by the totally disqualified casino support that they will not have their account unlocked or verified!
2nd, as we saw that it is almost impossible to do it via selfie, so you will have to ask someone to take this photo for you (That's what I had to do, specifically I had to ask my sister to help me with this absurd photo ) which certainly already demonstrates that something is wrong with this request from the casino as obviously the player must be able to carry out this verification process himself! Especially even with the help of a third party to take the photo, I say that it took several attempts and a lot of creativity to get a result close to what the casino is asking for!(We tried to put the profile screen on the computer, on the television... We tried so many times angles, but they always refused the photo!) I still want to ask you a question, what about those players who perhaps live alone? How will you make this photo? I believe that again they will be informed in a "sweet and polite" way that unfortunately they will not have their accounts verified!
Thirdly, the reason why the photo is so difficult to take is because the casino requires that 3 things appear in just one photo (Your face, your document, and your casino profile open on some device) and requires that you be able to do this photo in a way that those 3 things are completely readable! Of course we already see the difficulty of this! Due to a series of factors, the letters of the document are small (Usually for documents we focus the cell phone very close so that it is visible) the cell phone camera is not capable of focusing on 3 points at the same time (We use 3 types of good cell phones: 1 galaxy note 20 5g, 1 iPhone 13s and 1 iPhone 14s Pro max).
In 4th place, and probably the most absurd! When I finally got the photo +/- close to what the casino asks for, they informed me that they could not verify the account because my document is expired ("expired"), which I can understand, however if the objective is to confirm the identification of a player, the expiration date of the document does not matter, anyway, at this moment I informed that my document with the expiration date still in validity does not exist in physical form and only in digital form (Here in Brazil we call it a digital transit wallet) this digital wallet is valid as an official document and is accepted by any type of police or public authority! But when I informed the casino they told me that they don't accept this type of document. But that's ok, that's where I had to use my identity card (ID). Note how much work and effort until this moment, probably more than 2 hours on this day alone (since any type of verification of any type of institution takes less than 5 minutes), however I sent the photo of my ID, but they informed me that I would have to repeat the process of the photo next to the face with the profile screen with my identity card (which makes no sense, as I had already done it with the CNH, all I had to do was check the data on the identity card and it would be obvious that it was the same person ) However, I redid the complicated process of taking this photo and when we managed to do it again, they again refused the photo and this time requested that the document be open!! However, it is not possible to open this document because it was issued in laminated form in front and back. And I state that it is clear from the photo that it is not possible to open this document! However, when informing the casino, they only replied that until I send the photo with the document open, they will not perform the unlocking/verification of the account!
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1 year ago
Translation
Another issue I would like to point out is that when my account was blocked (01/06/2022) where they requested verification of it, my balance was R$ 441.75... however, as you can see in the prints, the balance current is R$ 141.75.
Since with the blocking of the account I was unable to play at the casino and carry out any type of withdrawal/transaction, we can therefore conclude that obviously the balance of BRL 300.00 was arbitrarily removed by the casino.
Therefore, I would like clarification on why R$ 300.00 was removed from my account?
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1 year ago
Thank you very much for your reply, rubervalferreira. Did you accumulate your winnings with or without an active bonus?
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.
