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I tried several times to verify my account, sent all my information and photos of my RG - general registry, and the casino informed me that I should send a photo of my passport, but I don’t have one. I sent several emails saying that I don’t have a passport and the casino's response was the same. I have been trying to verify my account for 6 days.

Tentei diversas vezes verificar minha conta, enviei todos meus dados e fotos do RG - registro geral, e o cassino informou que eu deveria enviar foto do meu passaporte, porém não tenho. Enviei diversos e-mails dizendo que não possuo passaporte e a resposta do casino foi a mesma, estou tentando verificar minha conta a 6 dias.

Dear Lecafer,

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.

• Were your photos and selfies with the identity documents of sufficient quality?
• Are there any other identity documents you would be able to supply to the casino?

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,

Tomas

Yes, the photos are good quality and all the data is visible. The problem is that they want a passport photo, and I don't have one.

There's no need for another document because all my details are in the general register.

Sim, as fotos possuem qualidade e todos os dados estão visíveis, o problema realmente é que eles querem foto de um passaporte, e eu não tenho.

Sobre outro documento não há necessidade pois no registro geral consta todos meus dados

Once again, I receive the same e-mail, despite having already informed the chat and finance several times that I don't have a passport, and that my ID has ALL my details.

Mais uma vez, recebendo o mesmo e-mail, apesar de já ter informado ao chat e as finanças diversas vezes que não possuo passaporte, e que meu RG possui TODOS meus dados

It's not 'possible...

Não é ´possível...

Thanks for the update. Have you considered issuing a passport so you may complete the verification of your casino account?

Would this solution work for you?

Please let me know.

It wouldn't work because here in Brazil it's extremely complicated to issue a passport, as well as very time-consuming.

And as I said above, my ID card contains all my data, so I don't know what the problem is with checking it.

Não funcionaria porque aqui no Brasil é extremamente complicado emitir um passaporte, além de muito demorado.

E como disse acima meu RG contém todos os dados, não sei qual o problema da verificação com ele

Can you invite Thor Casino to the conversation? So that they can explain what's wrong with my ID and why I need a passport in a country where hardly anyone has one.

And where everyone uses their ID for checks

Pode convidar o Thor Casino para a conversa? Para que eles expliquem qual o problema com meu RG e qual a necessidade de um passaporte, em um país onde quase ninguém tem.

E onde todas pessoas usam o RG para as verificações

Thank you very much, Lecafer, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Lecafer,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Thor Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify, why the player's ID card wasn't accepted for verification purposes when it is a main identification document in Brazil, while passports are not obligatory to have.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hi there,

Please note we have requested players Passport as additional document for Verification based on security check of players gameplay history according to General T&C.

Thorcasino Team

I understand, but you must understand that in Brazil there is a huge bureaucracy to get a passport, and more than half the population doesn't use it.

Our ID contains all the data, there's no need for me to go through the bureaucracy to get a passport, I'm not going to use it.

Entendo, mas vocês devem entender que no Brasil existe uma burocracia enorme para fazer um passaporte, e mais da metade da população não o usa.

No nosso RG contém todos os dados, não há necessidade que eu enfrente uma burocracia para retirar um passaporte, não irei usa-lo.

Dear Thor Casino, would you consider the option of conducting a video verification with a player as an alternative?

Hi Natalia,

We will do Video Verification once we receive players Passport. We rarely take such rigorous approach for KYC purposes, indeed we decided in this case due to players gameplay history and possible abuse of some promotions available on site.

Thorcasino Team

There was no abuse Thor casino, just a player who won a tournament and can't get her money out.

And as I've told you many times, I don't have a passport, my details are all on my ID card.

Não houve nenhum abuso Thor casino, somente uma jogadora que venceu um torneio e não consegue sacar seu dinheiro.

E como avisei vocês diversas vezes não tenho passaporte, meus dados estão todos em meu RG

After a month of not being able to proceed with my account verification because of Thor Casino, today I received this email saying that my balance has been withdrawn.

I won an AMUSNET multiplier tournament and the casino made a point of creating non-existent problems with my documents, so that in the end I could withdraw my balance from my account and not pay.

Após um mês sem conseguir prosseguir com a verificação da minha conta por culpa do Thor Casino, hoje recebi esse e-mail no qual diz que meu saldo foi retirado.

Ganhei um torneio de multiplicadores da AMUSNET e o casino fez questão de criar problemas inexistentes com meus documentos, para que no fim conseguisse retirar meu saldo da minha conta e não pagar.

Notice how many times I tried to request my withdrawal and it was denied, and several times I tried verification

Perceba quantas vezes tentei solicitar meu saque e foi negado, e diversas vezes tentei a verificação

Thank you for the updates, Lecafer.

Dear Thor Casino, please specify what gameplay history and possible abuse of promotions you are referring to. You can send the evidence to natalia.b@casino.guru.

So far I do not understand the necessity to ask for the additional ID document, if you link it to a possible bonus abuse. As I understand, you already had an opportunity to check the identity of the player based on the ID card, but you ask for a passport not because of the identification problem, but because of the possible bonus abuse.

Another thing I'd like to check with you is the voided winnings. Was it a tournament reward? Why you mentioned the term 10.1.3. (no-deposit bonuses) in your email to the player?

I would like to make it clear Natalia , that I came first in an AMUSNET tournament, in which I obtained the highest multiplier of winnings among all participants, how can this be an abuse of bonuses?

Gostaria de deixar claro Natalia natalia.b@casino.guru, que fiquei em primeiro lugar em um torneio da AMUSNET , em que obtive o maior multiplicador de ganhos entre todos participantes, como isso pode ser um abuso de bônus?

Hi Natalia,

We have asked for Passport as additional security measure which we have all right to do so. Video verification will follow after requested Passport is provided. Possible abuse of promotions has nothing to do with it.

Regards to email provided it is written clearly & transparent what clause is violated in particular case. Rest of text is template for similar events not directly connected to this player.

Reasons for abusing of promotions/tournament will be send you directly.

Thorcasino Team

I'm anxious to know what these bonus abuses were, because I won a MULTIPLIERS tournament, where I got the highest ranking, I await

Estou ansiosa para saber quais foram esses abusos de bônus, porque ganhei um torneio de MULTIPLICADORES, onde obtive o maior do ranking, aguardo

Thank you, Thor Casino, I will await your email.

Have they sent the email yet? I'm waiting to see what excuse they come up with

Já enviaram o e-mail? Estou aguardando para ver a desculpa que vão inventar

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.

Good morning, I would like to thank Casino guru and all its employees, today on 19/11/2024 after more than a month trying to solve the problem, Thor Casino sent me an email saying that no bonus abuse was found and that I could request the withdrawal of the amount of the tournament I won.

I requested the withdrawal and have already received the respective amounts.

Thank you all very much, Casino Guru and Thor Casino!

Bom dia, gostaria de agradecer o Casino guru e todos os seus colaboradores, hoje dia 19/11/2024 após mais de um mês tentando resolver o problema, o Thor Casino me mandou um email dizendo que não foi encontrado nenhum abuso de bônus e que eu poderia solicitar o saque do valor do torneio que eu ganhei.

Solicitei o saque e já recebi os respectivos valores.

Agradeço imensamente a todos, obrigada Casino Guru e Thor Casino!

Dear Lecafer,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru