Booi Casino - Player’s struggling to complete the account verification.

I got to know the Booi website and after registering, I participated in a mission and was awarded 900 reais for my placement.

After the tournament they asked me to verify my account. So far so good, it's standard casino procedure.

The problem was that I sent MORE THAN 30 PHOTOS and they didn't accept it.

The most bizarre thing of all was that at first the attendant claimed that the photo did not have good resolution and asked me to take a closer selfie. However, after I sent him 15 closer pictures, all legible (driver's license and login screen), he started to say that the hand that was holding the document was not mine. Look how absurd.

I even tried to delete my account and even that couldn't help me. I've been trying to release the account for days, sending photos after photos and nothing is resolved.

Need help.

Dear AdrianaPorto,

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 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? I could only suggest sending another selfie from a different angle. 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

Petronella, how are you?

I completely understand and agree with the KYC procedure, but if you want I can send you at least 20 legible photos that I sent for validation and all were rejected. I can no longer take pictures, as none are good enough for validation. I've tried taking a selfie, I've asked others for help, and I have tons of fully legible photos that they keep rejecting.

I really need help in this case. Also, if you want, I can attach several of these photos here so you can make your own assessment.

Thank you very much, AdrianaPorto, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Should I send him an email?

Hello AdrianaPorto,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Booi Casino to join the conversation and participate in the resolution of this complaint.

Dear Booi Casino,

Can you please explain why any of the player's selfies cannot be accepted?

Thank you.

Best wishes,

Tomas

Thomas, how are you? Good morning!

Should I attach all the photos I uploaded here?

Please send them to my email address: tomas.k@casino.guru

I will review them and see what might be causing the problems.

Thank you.

Kind regards,

Tomas

Tomas, I sent you the email.

There are a lot of photos, so I sent it as a compressed file. I didn't want them to lose quality so you can see that they are readable.

These are the ones I have saved. I sent many others by taking a photo directly from my device.

Hello @all,

There was strange gaming activity on the complainant's account. 

We are currently investigating this case with game developer. 

After all information would be processed and confirmed we will notify you.

Best wishes, Booi team

What strange activity?

I created my account to participate in the tournament I saw on Instagram. I got a payout and tried to cash out. Where's the weird activity in that? Is it forbidden to be awarded in your tournament?

Strange is the fact that you open a super inviting tournament and after a new user starts playing and making a profit, you block the account preventing him from playing and worse, even withdrawing. That is indeed strange.

Asking for documents for account validation, also ok, is a standard procedure in other casinos. Now asking for more than 40 photos and not releasing the account, that's also super weird.

In short: "come play with us, as long as you don't make a profit, because if you do, we will block your account"

Dear Booi Casino,

I will now set the timer for additional 7 days. Please inform us about the result of the investigation so we can proceed to resolve this case.

Thank you.

Kind regards,

Tomas

I'm still waiting, unable to play, unable to withdraw my money and without any information as to why all this is happening.

Dear @Tomas,

I kindly ask you to extend the period for our response, because we still don't have investigation results from game provider. 

Best wishes, Booi 

Their intention is to make me give up. It's already very clear. From the support service on the website, even here.

You can investigate all you want, I didn't do anything illegal. It's very clear to me that they do this with users who profit from the site. It's a casino where you're only allowed to lose. If you win, give up, you will not be able to withdraw your money.

Hello @all,

The investigation is finished successfully, the account now is unblocked and the player can withdraw her winnings. 

Best wishes, Booi 

Thank you, Booi Casino, for providing the information.

Dear AdrianaPorto,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Yes, the account has been unlocked.

To you, Tomas, thanks for your help. If it weren't for that, I might not have been able to withdraw my money.

Booi, I had a bad experience. Apart from the tournament which was very interesting, your support has a lot to improve and you need to adapt to the Brazilian reality.

Asking for more than 50 photos to validate an account is embarrassing and your support did this to me. If the account was under investigation, it would be better to have this flagged to me in Support than to be asked to send dozens of photos. Not to mention the bad service from one of the attendants.

Dear AdrianaPorto,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Tomas