Booi Casino - Player struggles with verification process.

Hello,

I can't get verified, the casino keeps rejecting my selfies.

The phone number has been successfully verified.

Also, the casino, justifying the need to identify me as the owner of the account, asked me to upload the following copies to the account. Color photocopy of 1-2 pages of the passport. A color photocopy of 1-2 pages of the passport at the face level with account login data. Screenshot of a Skrill account with owner details.

Everything has been sent. Moreover, I sent 11!!! selfie on the background of the account, but the casino accepted nothing.

I tried to solve this problem with the support team via chat, but to no avail.

As proof, I am ready to provide the sent selfies.

Dear shmav, 

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 which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? Could you please specify which documents have been approved and which have been rejected?

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, 

Veronika

Dear Guru,

I am aware of the importance of KYC and do not take this process lightly, as you might think.

On April 11, I uploaded an ID Card photo and a selfie with an ID Card to my account.

On April 20, I uploaded said passport pages, a face-level passport selfie with login details, a screenshot of a Skrill account with personal details.

April 22, May 1, May 11 uploaded documents in the best quality.

On June 20, I again uploaded the requested documents in good quality, in response I received a message about blocking my account.

I am also ready to provide you with the sent selfies for consideration, you will be convinced that they are in good quality. What address can I send to?

Has the casino given you any reason why your documents were being rejected so many times since April? Please forward the photographs as well as any relevant communication between you and the casino to veronika.l@casino.guru. Thank you very much.

Hello,

the casino claims that the selfies are of inadequate quality and the necessary information is not visible on them. Correspondence with the casino was carried out in a chat, I did not take screenshots. Photos sent to veronika.l@casino.guru. You can see that the casino is wrongfully refusing to accept my photos.

Thank you very much, shmav, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hi shmav,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Booi Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons to reject the photographs from the player? We have seen them and they seem to be of quite good quality. Have you received all the documents from the player that are required for account verification?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello all,

This strict verification procedure is required because there are 4 accounts with the same device + ip address were detected which have an intersection with the complainant. 

Dear @Shmav, to complete the verification you need to send us:

1) Copy of the international passport (if you have)

2) Copy of the ID card with good quality

3) Screenshot of your Skrill account (not edited / not cropped) 

Feel free to contact our 24/7 support to resolve this case. 

Best regards, Booi team

Hello,

I sent a photo of my passport and ID card, a screenshot of my Skrill account in the casino.

I don’t understand what kind of intersection the casino is talking about. Only I have access to my account and to my computer. Apparently, there was some kind of glitch at the casino.

Dear Booi Casino, thank you for the reply. Could you please send the supporting evidence to me, so we can see these matches? Feel free to send them to natalia.b@casino.guru. Thank you.

Hello dear @Shmav,

We haven't received new copies from you. Please do exactly as stated in my message above.

Dear @Natalia, yes sure, we will send you an appropriate E-mail.

Best regards, Booi team

Booi Casino I re-sent you an email to support@booi.com Email subject Complaint number: 73631

Dear Booi Casino, thank you, I received your email. Would you please also specify if these accounts were already verified or not?

Please, let us know when you receive all the documents from the player and check them again.

Regards,

Natalia

Hello @Shmav,

Thank you, now we can make the conclusion. You need to log in and withdraw all your funds. After this payout your account will be permanently blocked. We refuse to provide you any future services. 

Best regards, Booi team

Funds received, I thank the Guru and the casino for resolving the dispute.

Dear shmav, I'm glad to hear you finally received your funds from the casino. 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,

Natalia