The player from Russia faces difficulties with KYC verification as the casino rejects his Russian Federation passport and driver's license, demanding an international passport, which he doesn't have. The KYC policy doesn't specify the need for an international passport, and support claims they're adhering to European regulations despite driver's licenses being valid proof of identity across Europe.
Herake Casino - Player's documents for KYC verification keep getting rejected.
Amount: 522 ₮
Herake Casino
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Case opened
Current status
Waiting for Casino Guru to reply
1d 17h 33m 20s
Case summary
3 hours ago
Public
Public
6 days ago
Translation
The casino is not accepting my documents for the KYC verification process.
I provided both my Russian Federation passport and my driver's license.
They rejected both documents and are demanding an international (foreign) passport, which I do not have!
They claim these are the rules for KYC verification for Russian citizens, which puts me in a difficult position.
I don't know what to do!
The KYC policy rules do not state that I need to provide only an international (foreign) passport! If it was written like that, I wouldn't have registered or made a deposit!
Support insists that they are following European regulations...
Throughout Europe, a driver's license is considered a valid proof of identity!
Yet they simply refused to accept it...
Automatic translation:
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5 days ago
Dear Timoshkin,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please forward me the communication between you and the casino customer support regarding the documents needed for your verification? My email address is veronika.l@casino.guru.
Could you please advise if you provided any other documents apart from your passport and driving license? If you did, could you please specify when you sent the last one? Has any of your documents been approved?
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,
Veronika
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5 days ago
Translation
I sent you emails from support....
I sent them a photo of my passport and a photo of my driver's license...
on the passport photo they replied that they could not verify it since it was written in Russian...
I sent them a driver’s license where it is written in both Russian and English (international driver’s license)...to which they replied that to verify users from Russia only a foreign passport (international passport)
None of the documents were approved for me!
Automatic translation:
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5 days ago
Translation
in the last message they said that they blocked my account due to the fact that I did not provide the necessary documents.
and that the decision is final until I provide a foreign passport
Automatic translation:
Casino Guru is examining the case
