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Hello,

I am experiencing difficulties with the identity verification process on this betting platform.

I have already submitted my ID document (national identity card), which is the only official photo ID I currently possess. However, the platform is requesting a second form of identification.

In Brazil, the only common alternative would be a birth certificate, but obtaining a new official copy requires a paid request at the registry office, which I am not currently able to afford. Additionally, I do not have any other documents such as a driver’s license or passport.

I have already contacted support to explain my situation and requested an alternative verification method, such as a manual review using the documents I have already provided, but I have not yet received a clear solution.

I kindly ask Casino Guru to review my case, as I am willing to cooperate with any possible verification within my available means.

thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Marathonbet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Are your documents up to date and valid? Are there any obstacles for you to request new documents to be issued?
• Would you be able to share with me your most recent submissions of the documents the casino rejected?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts and additional documentation to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

Yes, my identity document (RG) is valid and up to date. The obstacle is that Marathonbet requires a second identification document. I have my birth certificate, but only in its original paper form. They require an official PDF version, and obtaining a new electronic copy from the registry office involves a significant cost that I cannot currently afford.

The casino did not reject my identity card (RG). Instead, they requested an additional identification document. I will send you screenshots showing their request.

Yes, I will send you my complete communication with the casino, including the chat transcripts and all relevant screenshots, to your email.

Thanks for your reply.

Is the issuance of a passport a valid option for you to meet the requirements of the casino? What are the obstacles to having the passport issued for you?

Please let me know.

Dear Ronaldo7777,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru