The player from Japan faces an unjustified KYC verification rejection from Goldbet despite providing a valid Japanese ID and additional requested documentation. The automated verification system failed to recognize his official documents, and Goldbet has not provided a specific reason for the rejection. He seeks assistance for a manual review of his ID.
Goldbet Casino - Player's KYC verification has been rejected.
Opened
Current status
Waiting for player to reply
6d 22h 58m 42s
Goldbet Casino
Safety Index 4.2 LowCase summary
Discussion
Public
Public
4 hours ago
I am submitting this complaint regarding an unjustified KYC verification rejection by Goldbet.
I attempted to complete the verification process using my official government-issued ID (Japanese Driver's License) and My Number Card. However, the automated verification system (Veriff) repeatedly failed to read/scan my valid Japanese documents.
As requested by support, I manually provided clear, high-resolution photos of my official ID, a selfie, and a photo of myself holding my ID. Despite providing all legitimate documentation, Goldbet rejected my KYC verification without providing any valid or specific reason, stating that the decision is final.
Since the issue stems from an automated scanning error on Japanese official documents, I kindly request Casino Guru’s assistance in asking Goldbet to manually review and approve my valid government-issued ID.
Public
Public
1 hour ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Goldbet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Are you still able to submit the new documents required for verification?
- Which documents did the casino accept, and which documents were rejected?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
