The player from Russia faced difficulties with KYC verification as the casino rejected his Russian Federation passport and driver's license, demanding an international passport, which he didn't have. The KYC policy didn't specify the need for an international passport, and support claimed they were adhering to European regulations despite driver's licenses being valid proof of identity across Europe. The Complaints Team was unable to assist further as the issue was related to the sports betting section of the casino, for which they did not have a dedicated department to provide the necessary expertise.
Herake Casino - Player's documents for KYC verification keep getting rejected.
Amount: 522 ₮
Herake Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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4 months 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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4 months 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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4 months 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!
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4 months 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:
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4 months ago
Do I understand correctly that your personal information is written in both the Cyrillic and Latin alphabet on your driver's license? Did you register in the casino using the Latin alphabet or the Cyrillic alphabet?
Have you inquired with the casino if it would be possible to have your passport information officially translated and stamped? Would such a solution be acceptable to them?
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4 months ago
Dear Timoshkin,
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.
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4 months ago
Translation
Yes, the driver’s license has both Cyrillic and Latin alphabet
I did not enter any data on the site, the casino did not require it!
nickname and username in English
I didn’t ask for the translation of the Passport, because if they don’t accept a driver’s license that is already in Cyrillic and Latin, then what kind of translation can we talk about?
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4 months ago
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I applied for a foreign passport... the deadline for receiving it is unknown yet...
I’m fundamentally interested in whether they will give the money back if they even provide a foreign passport
or is it just dust in the eyes and in fact they take money under the pretext of a passport...
and even if I provide them with a passport in 1-2 months, what other document will they want to see from me??? Schengen visa??
it’s so absurd that it’s hard to wrap my head around it... and this is only the first document... they’ll still want to check the address or something like that🤦🏼♂️
Automatic translation:
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4 months ago
Thank you very much, Timoshkin, 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 to see your problem being resolved to your satisfaction in the near future.
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4 months ago
Dear Timoshkin,
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.
I would like to invite the Herake Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Herake Casino,
Could you please provide detailed information about this case and explain the reasons why the domestic RF passport was rejected as a verification document?
Thank you in advance for your response!
Best Regards,
Kubo
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3 months ago
Dear Timoshkin,
According to the information I received from the casino representative outside of this thread, I regret to inform you that, since your issue is primarily related to the sports betting section of Herake Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.
If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.
Thank you for your understanding.
Best Regards,
Kubo
