Booi Casino - The player struggles to verify their account.

I had a very unpleasant experience for the first time in my life. the particular casino, while I uploaded normal photos of my ID, did not accept them on the pretext that the resolution was not good. i hope i will never got same experience again thanks.

Hello Chazzzopoulos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Booi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you begin the verification process? Was the resolution of the document the only issue with it? Is your ID verified since?

Looking forward to your answer.

Regards,

Nick

Of course i start the verification process in 3 July without success.And always i got the same answer my id its not in good resolution.

I have done before with this photos many times a lot of verification in other platforms or casinos this is not logical.And the only issue was this from the start.

Hello Chazzzopoulos,

As the verification usually takes up to 14 days, I just wanted to ask if there has been any update since your last post as it was still in an early stage. If there is no update, we will definitely try to intervene.

Not they don't accept my id with the under the pretext that the resolution of the photo is not in high quality please help me.

Thank you Chazzzopoulos for the update. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

hi Chazzzopoulos,

I've just reviewed your case and fully understand your concerns about the unaccepted ID document. I'll try to contact the casino to help you resolve the issue. But may I also ask you to resend the relevant communication between you and the casino alongside the photos of your document to my email address natalia.b@casino.guru? It can be very useful for resolving your complaint.

I'd like to invite Booi Casino to join this conversation and participate in the resolution of the complaint. Dear casino, can you please provide more information regarding the case? Are there any specific reasons for the player's ID document to be rejected?

Kind regards,

Natalia

Hello @Chazzzopoulos,

To complete the verification we ask you to send us a selfie with your ID card. 

All the best,

Its not logical to send my face with my id you don't have the right.

Hello @Chazzzopoulos,

This is a fairly common procedure in online casinos.

To complete the verification we ask you to send us a selfie with your ID card. 

All the best,

Dear Booi Casino, thank you very much for your reply. Can you please specify why the scanned ID of the player isn't enough and you need a selfie?

Dear Chazzzopoulos, I'd like to bring it to your attention that the casino has indeed a right to ask you to upload your selfie with the ID in case they have any struggles verifying your identity since the KYC procedure is very important. Would you cooperate with the casino support?

Best regards,

Natalia

I Just want my money and i will not play in this casino again i hope you can help me in this horrible situation.

Hello, 

The thing is we have received lot of wrong documents, some were with expired validity, some without the full verges and some of copies are screenshots. 

So the easiest way to complete the verification is to make a selfie holding ID card in your hands. 

With regards,

Dear Chazzzopoulos, I'd highly recommend you think about uploading the required documents so you can complete your verification successfully and withdraw your funds. Sometimes we even recommend players and casinos make a verification call to go through the KYC procedure if there're any problems with the quality of the documents. Please, be kindly notified that this is a common practice for resolving such issues like yours.

Dear Chazzzopoulos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.