BookMaker Casino - Player faces a verification issue.

I started betting at the bookmaker, I made some money and went to make my first withdrawal and I found that my cell phone number was wrong, because I had repeated the DD +55 twice and to withdraw I need a verification by cell phone, so I went to the support and I was soon recommended to change the cell phone withdrawal verification to email. They asked me for a photo holding a paper with the date of the day and then to fill out the form and so I did. It's been 1 week and nothing, support says it has no information about these cases and no deadline and now my withdrawal is blocked by pending documents. Help me please

Dear patasonar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you managed to change the verification by phone to verification by email? Or does the casino support have to do this for you?

Did the casino request any other documents to verify your identity?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I couldn't change mobile verification to email, the casino has to change it for me.

The casino only asked me to send a photo holding a paper with the date of the day and photos of my ID to the email kyc@bookmaker.eu, which I forgot to mention.

Thank you very much for your reply, patasonar. 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.

I already sent all the prints by email.

Thank you very much, patasonar, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello patasonar,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite BookMaker Casino to join the conversation and participate in the resolution of this complaint.

Dear BookMaker Casino,

Can you please provide an update on the status of the player verification?

Thank you.

Kind regards,

Tomas

They even replied to me by email saying that they would make an effort to verify my documents in 24-48 hours on the 25th, it's already the 27th and nothing.

After a long 20 days I got verified, thanks for the help.

Dear patasonar,

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