The player's unable to verify himself as the casino is rejecting his documents. It has been resolved.
Duxcasino - The player's unable to verify.
Amount: 3,000 руб
Duxcasino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I deposited at this casino and all documents were approved, there were several e-mails exchanged with additional documents.
They asked me for a passport and a driver's license, but I don't have one.
I thought it was absurd not to approve my identity document.
They are claiming that the document has expired, without considering that the legislation in my country is different.
They say that my identity document expired in 2014 and my document clearly states that it was issued in 2014
I sent several emails explaining that in my country the legislation on the identity document is different and that they made a big mistake when saying that the date the document was issued is the date the document expired.
I can send the exchanged e-mails and my document to be analyzed and you will see the absurdity in the analysis of documents, even explaining the situation, they returned the requested survey several times.
Automatic translation:
Public
Public
2 years ago
Hello vitoria2143,
Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with DUXCASINO. Please allow me to ask you a few more question before we would move forward.
How long is the verification process going on? When was the last time the casino asked for any document from you. How did they react to your explanation to the expire date of the document?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
Public
Public
2 years ago
Translation
Hi Nick.
Thank you for your attention.
The verification process is fast, but they didn't give any importance in explaining the document.
I received the same responses that my account could not be verified and that my ID was not valid anymore
which, according to them, expired in 2014.
In my opinion, if you don't agree with my country's legislation on the ID issue, you shouldn't accept Brazilian players. It is at least comical, if not tragic, to confuse the ISSUE date with the EXPIRATION date.
I will attach the emails exchanged with them for you to analyze and draw your personal conclusions.
I'm grateful in advance!
Automatic translation:
Public
Public
2 years ago
Translation
I just sent the e-mails exchanged with the casino to nikolas.b@casino.guru.
Automatic translation:
Public
Public
2 years ago
Hello vitoria2143,
And what exact photo of ID did you send them that the did not accept it? Can you forward it as well?
Public
Public
2 years ago
Translation
Hi
I just emailed the aforementioned document for you to review.
Automatic translation:
Public
Public
2 years ago
Thank you vitoria2143 for the additional information. I will now forward your complaint to my colleague Viliam (viliam.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
2 years ago
Hello vitoria2143,
I looked at your complaint and will do my best to help you. I would like to invite DUXCASINO into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?
Public
Public
2 years ago
Hello!
Sorry to hear about this situation.
But, according to the info that we have found, your document really expired in 2014. We can send info on what we were guided by making this decision to the Casino Guru team.
Also, you can just pass verification with some other acceptable document.
Hope everything will be resolved soon.
Best regards,
DuxCasino Team
Public
Public
2 years ago
Dear vitoria2143,
try to pass the verification with some other document as advised Casino representative. Let me know about your progress, please.
Public
Public
2 years ago
Translation
I sent my document in the casino Guru email and the date 2014 is very well specified as Issue and not Expiration.
But if it's so hard to accept reviewing this error, please close my account.
I don't want to waste my time trying to get you to correct a mistake that is unique to you.
Just close my account, please.
Automatic translation:
Public
Public
2 years ago
Hey!
Yep, we checked everything again, and looks like it was a mistake of our team and 2014 is the date of the document's issue. Your account is verified. And we added 50 Free Spins to your account as an apology from us.
Best regards,
DuxCasino Team
Public
Public
2 years ago
Translation
Glad to correct the error.
I feel relieved that the problem has been resolved.
Thanks in advance to the casino and the casino Guru team.
My greetings,
Simone.
Automatic translation:
Public
Public
2 years ago
Dear vitoria2143,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards,
Viliam Casino.Guru
