The player from Argentina is experiencing difficulties verifying their account. The casino responded and requested that the player re-submit some documents necessary to complete the verification. Upon receipt of the documents, the casino stated that the account was verified and the player could withdraw their winnings. The player then became unresponsive and as there was no confirmation from them that the matter was resolved, the complaint was rejected.
Booi Casino - Player’s struggling to complete the account verification.
Amount: $2,739
Booi Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear,
I am sorry to have to resort to this medium but I am tired of arguing with the casino... in December 2021 I played at the casino, made a deposit of $150 and once the required wage was completed, I sent all my documentation for verification the account... after a while they asked me for a photo holding my document, with the booi screen open (totally understandable)... but since December 2021 I have been sending photos with my ID card, even with my passport!!! and I have ALWAYS been told that the image is blurry or my ID information is not readable... which is totally untrue: all the photos I took with my iphone 12 with the front camera for better quality and I have sent more than 30 photos from many angles... they didn't accept ANY of them today.
It's been 4 months and I still can't verify my account... I honestly don't know what to do to get verified.
could you please help me? I even offered them a video call but they did not accept.
Automatic translation:
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2 years ago
Dear tomicaprile97,
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. None of the serious and licensed casinos takes KYC lightly.
Do I understand correctly that a selfie with your ID seems to be the only obstacle standing between you and your winnings?
Please bear in mind these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
I have taken that into account in all my photos.
In addition to the face and ID card, you have to see the screen of the cell phone / computer with a booi casino background.
Do you want me to upload respective images here? I have no problem with them looking at it, that way they measure the amount of good quality photos that I have uploaded.
Automatic translation:
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2 years ago
Dear tomicaprile97,
You can forward pictures to petronela.k@casino.guru. Thank you in advance.
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2 years ago
Thank you very much, tomicaprile97, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) 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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2 years ago
Hello tomicaprile97,
I have reviewed your case and will contact the casino to see if I can help.
We would like to ask Booi Casino to join the conversation and to aid in the resolution of this complaint.
Dear Booi Casino,
Could you please clarify the problem with the images the player has sent for verification?
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2 years ago
Hello @tomicaprile97,
Sorry for the inconvenience, but some of your photos are recognized as edited.
Kindly send us new photos of good quality, all text should be easy to read.
Don't be upset to spend so much time on verification because it is a one-time procedure and after you can continue enjoying your play.
Best regards, Booi team
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2 years ago
Thank you for the information Booi Casino.
Dear tomicaprile97,
Had you edited your previous images? I would recommend sending them once more, unedited, as the Casino has requested.
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2 years ago
Translation
Hi Adam, thank you very much for your help... I haven't edited any of them. As you can see I sent many photos, in different angles and approaches (from farther and closer)... using my passport, my id card and my driver's license!! I honestly don't know what to do.
Automatic translation:
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2 years ago
Hello @tomicaprile97,
You should use digital camera or smartphone in combination with good lighting.
Stay in touch with our live chat for better communication.
Best regards,
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2 years ago
Translation
I await a response from Casino Guru since what you are requesting of me I have already done a tireless number of times and they have ALWAYS been rejected. All photos taken with iPhone 12 without editing, in its original state and different angles.
Automatic translation:
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2 years ago
Hello @tomicaprile97,
Kindly send us a new photo of your passport, all text should be easy to read. No need to send new photos with your login.
Sincerely, Booi team
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2 years ago
Hello all,
Please accept my apologies for my delayed response.
Dear Booi Casino,
Is this the last image required to complete the verification?
Dear tomicaprile97,
I apprecite the process is frustrating, but I would recommend sending this last image if it is all that stands in the way of verifying your account.
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2 years ago
Translation
I have just uploaded the images of my ID in the verification section, front and back, high quality... so that there is a record of the images and their resolution, I have also sent them to adam.m@casino.guru so that you can observe them .
I await comments and thanks for your help.
Automatic translation:
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2 years ago
Hello @tomicaprile97,
You have sent us new photos of your ID card + selfie with your passport, these docs are not required. You should send us a photo of your passport only, all text should be easy to read.
Best wishes,
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2 years ago
Translation
dear, I have uploaded an image of my passport as requested... the image is super clear, it is not edited and you can see ALL the data CLEARLY... it is no longer an excuse that the data is not visible because the image is very clear of my passport (send the photo to your email adam so you can see it too) the file is called PASSPORT.
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2 years ago
Dear tomicaprile97,
I have received multiple pictures that are of you holding your passport and only one that is of the passport only, as I believe was requested by the casino. I will ask the casino if this is now sufficient.
Dear Booi Casino,
Please advise if you now have everything necessary.
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2 years ago
Hello all,
This case is solved from now. Verification is passed successfully and the player can withdraw his winnings.
Best regards, Booi team
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2 years ago
Thank you for the update Booi Casino.
Dear tomicaprile97,
Can you please confirm the matter is resolved?
