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Hello. I can't pass verification on the site to make a withdrawal (veriff does not accept my passport, and I have no other document). I wrote to the support email almost a month ago, no response.

Dear zombienaut,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process and the lack of response from support.

To better understand your situation and see how we can help, could you please clarify the following:

• Have you received any automated responses or ticket confirmations after emailing support?
• Have you tried contacting them through any other channels (e.g. live chat, web form)?
• Is your passport valid and clearly visible in the uploaded photo?
• Did Veriff provide any reason why your passport was rejected?

If you have any relevant communication with the casino or screenshots of the failed verification attempt, you are welcome to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

No, I didn't receive any automatic responses.

No, I didn't try to contact them via chat. I had a friend who tried that, he was blocked in the chat, I decided not to risk it.

Yes, passport is valid and clearly visible in the uploaded photo.

No, veriff didn't provide any reason.

(screenshots of the failed verification have been sent to email)

Hi zombienaut,

Since your passport is valid and clearly visible, and Veriff hasn’t provided any explanation for the rejection, we would like to collect a bit more material that could help demonstrate your identity and the authenticity of your documents.

Could you please forward the following to petronela.k@casino.guru:

1. A clear photo of your passport (the same one you tried to upload).
2. A selfie of you holding the passport next to your face.
3. Ideally, a short video of yourself holding the passport and stating today’s date and your full name.

This additional material might help us demonstrate your identity to the casino and assist with moving the case forward.

Thank you in advance for your reply.

sent

Thank you very much, zombienaut, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear zombienaut,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Basebet Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

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 zombienaut,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best Regards,

Kubo