Fair Go Casino - Player struggles with account verification.

I verification was done at first. Again withdrawal was processed but again I was asked to verify my account again I send my details. Now it's canceled I have send all my documents which we have here in India. Still they don't want to verify. My extra winning was also taken aways as max withdrawal was 180 aud.

Dear hartzz77,

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

I was asked to send my selfie with my passport or any other govt I'ds as instructed I had send all my id's

Selfie with passport

Selfie with aadhar card

Selfie with driving licence

Selfie with pan card.

Selfie with voters card.

I had send all the above documents.

Still they could not particularly send me the problem.

They kept on asking to resend the document again and again.

Which I did atleast 5 times.

And then it's was verified I was waiting for my withdrawal and I was told to send the documents again with I send again.

After waiting for 5 days again I was asked to send the document.

After verification what is the point of sending the documents again and again.

Thank you very much, hartzz77, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi hartzz77,

I've just reviewed your case and am sorry that you came across such an issue. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Fair Go Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hartzz77,

I'm currently trying to get in touch with the casino's representatives internally, so I will extend the timer by another 7 days to see what can be achieved.

Thank you for your patience.

Kind regards,

Tomas

Dear hartzz77,

I've received a response from the casino representative that the problem with verification causes the selfie with an ID in your hand. Specifically, the photos you have provided are poor quality. It's necessary to upload high-quality photos so that if you zoom in, all details are visible.

In order to complete the verification, could you please try to re-take the selfie and make sure to submit a high-quality photo? Please let me know once you do so.

Thank you.

Kind regards,

Tomas

I have send good quality that also more than 6 times

I guess this quality is enough for verification

Dear hartzz77,

Thank you for providing the selfie. For now, I'm not sure what causes the problems, as it seems the photo is good quality, but once I get an answer, I will let you know about further steps.

Kind regards,

Tomas

Thank you

Hi there!

The player has not made any deposits and is attempting to withdraw winnings from a free bonus with a maximum cash-out limit of $180. This is the reason for the adjustment in the balance.

It's true that the player has been submitting numerous documents, but not all of them have been accepted so far. He has been unsuccessful in capturing high-quality photos of himself while holding an ID. the example you attached here is also of low quality.

It's was a free withdrawal if the wager was completed.which I have done

And as you can see the documents which I have shared it's clicked by iphone still they say the quality is low.so I don't know what quantity are they expecting.

It's really frustrating when u can't do anything for the photo

Dear hartzz77,

Based on my analysis of your selfie, I have a suggestion for you. It seems that the issue lies in the quality of your ID when you zoom in. Despite the photo having a good resolution, I recommend that you use your rear camera and ensure that the focus is on your ID instead of your face.

Please try to do it this way and let me know once you provide the casino with a new photo.

Thank you.

Kind regards,

Tomas

Dear hartzz77,

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

Dear all,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Kind regards,

Tomas