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I made a deposit at the casino of 83 reais, I managed to make more than 600, and when I went to do the KYC verification to be able to withdraw the funds, they asked me several times to take a picture holding the identity documents and the credit card, I sent them more than 3 times the photo (all in FULL HD) and they always sent the email saying that the photo was in bad quality, I saw that they don't want me to withdraw that amount, the casino is fraudulent, don't create an account in this casino, they just want to extort the client

Fiz um depósito no cassino de 83 reais, consegui fazer mais de 600, e quando fui fazer a verificação KYC para poder retirar os fundos, pediram diversas vezes pra tirar foto segurando o documentos de identidade e o cartão de crédito, mandei mais de 3 vezes a foto (todas em FULL HD) e sempre mandavam o e-mail dizendo que a foto estava em péssima qualidade, já vi que não querem que eu saque esse valor, o cassino é fraudulento, não criem conta nesse cassino, apenas querem querem extorquir o cliente

Dear anderson26lucas,

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

Did the casino specify what was wrong with your documents? Were they blurry? Have you provided all the required documents in the correct format?

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,

Kristina

The first document I sent was of low quality (PHOTO HOLDING CREDIT CARD AND DRIVER'S LICENSE), so I tried several times to send it in FULL HD, but the casino only accepts files up to 5mb, so I sent the compressed photo via the link on e-mail from support (With quality in FULL HD), but even so, they claim that the photo is not clear, since it was taken in high definition and with excellent visibility, both from the driver's license and from the credit card.

O primeiro documento que eu enviei estava com uma qualidade baixa (FOTO SEGURANDO CARTÃO DE CRÉDITO E CARTEIRA DE MOTORISTA), então eu tentei diversas vezes enviar em FULL HD, porem o cassino só aceita arquivos até 5mb, então mandei a foto compactada via link no e-mail do suporte (Com a qualidade em FULL HD), porem mesmo assim alegam que a foto não está nítida, sendo que foi tirada em alta definição e com a visibilidade ótima, tanto da carteira de motorista, quanto do cartão de crédito.

Dear anderson26lucas

Please kindly refer to one more e-mail that our team has just sent to you.

Please, kindly follow the instructions.

Kind regards

Hello everyone,

Thank you both for your replies.

anderson26lucas, have you followed the provided instructions? Has there been any news?

Dear anderson26lucas,

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.

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.