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Hello! I've encountered a problem. I'm trying to verify my account but I seem to be having difficulties. Despite my attempts, my selfie with my account's ID and the document that I've submitted have been rejected seven times, despite every other submission being accepted. In the photo, the account ID and the data on the document that I submitted for verification can be clearly seen. The support team did not specify a concrete reason and simply advised me to re-upload the photos in better quality. I'm unsure of how to improve the clarity of the photos, seeing as everything can already be made out quite distinctly. I kindly ask for your assistance in resolving this issue, as it arose only after I decided to make a withdrawal, even though all my previous withdrawal attempts were carried out successfully.

Здравствуйте! Столкнулся с проблемой. Хочу верифицировать свой аккаунт, но не получается. Мое селфи с ID моего аккаунта и документом который я прикладывал уже 7 раз отклонили, хотя все другое приняли. На фото видно как ID аккаунта и Данные документа который я прикладывал для верификации. В поддержке на конкретную причину не указывают и просто говорят перезаливать фотографии в более лучшем качестве. Не знаю как я могу сделать фото еще четче, если и так все видно. Прошу помочь разобраться с моей проблемой, потому что она появилась только после того, как я решил сделать вывод, хотя до этого все выводы совершались успешно.

Dear aliyevotari,

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.

Could you please clarify which documents you have already provided? Have you provided all the required documents as soon as possible and 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

Christina, hello! I provided: Driver's license and bank statement. The casino accepted these documents from me, but the casino rejects my selfie with a driver's license and the ID of my GGBET account. All documents were provided in a timely manner and in the correct format. Document selfies are good quality and no glare, but still reject my document photo.

Кристина, здравствуйте! Я предоставил: Водительское удостоверение и выписку с банковского счета. Эти документы казино у меня приняло, а вот мое селфи с водительским удостоверением и ID моего аккаунта на GGBET казино отклоняет. Все документы предоставил своевременно и в нужном формате. Селфи с документом в хорошем качестве и без бликов, но все равно отклоняют мое фото с документом.

Thank you very much for your reply, aliyevotari. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear aliyevotari,

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.