Olimpo.Bet Casino - Player's account has been closed due to verification issues.

I created my account with Olimpo.bet from Peru and played without any issues until it came time for verification.

They requested my ID + a selfie with my ID.

I sent it on multiple occasions, but my attempts were rejected.

Unfortunately, the average user doesn't have a professional camera to meet the expectations they demand. I took photos with a mid-range cell phone that were clear, but it wasn't enough for them. Very particular.

I tried to clarify the photo using a cell phone filter, and to them, it was considered an edited image. Without much reason, they closed my account, without even giving the option to resubmit for verification.

They should be more flexible with the verification process.

The photos I attached were completely legible.

I request that you allow me to resubmit my photos, reopen my account, and let me withdraw my funds.

I need support.

My complaint is strengthened because I saw other users who were verified with worse photos and even errors in their names and surnames and they were validated without issue.

There is no consistency between one user and another.

I also play with other companies, and I haven’t had any issues. This is the only one that has caused me significant harm for quite some time.

Since I no longer have access to my account, I don't have any screenshots, just email communication.

I request to be allowed to verify my account and be given the chance to improve my photos. They shouldn't judge or discriminate against the quality of my photos because I have a basic cell phone and then take away my balance.

Very bad experience.

Dear magnuscompanysac,

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 and it might take a few working days to complete this thorough process. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please share the photos you provided to the casino?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

GOOD MORNING DOMINIKA, THANK YOU FOR THE ATTENTION.

Have you made any successful withdrawals before? - YOU CANNOT MAKE ANY WITHDRAWALS -

Did you accumulate your winnings with or without an active bonus? - WITHOUT BONUS - EVERYTHING WAS PLAYED WITH REAL MONEY.

Could you please share the photos you provided to the casino? - I WILL ATTACH THE PHOTOS.

Could you share your communication with the casino - THE COMMUNICATIONS WERE ALWAYS THE SAME THAT FOR THEM MY PHOTOS ARE NOT SUFFICIENT FOR VERIFICATION, BUT IN THIS CASE THEY SHOULD CONTINUE TO ALLOW ME TO UPLOAD PHOTOS, NOT CLOSE MY ACCOUNT.

THAT IS MY COMPLAINT. THAT MY PHOTOS ARE NOT SHARP ETC. COULD YOU GIVE ME ADVICE ON IMPROVING THE PHOTOS, OR ADDITIONAL DOCUMENTS THAT I HAVE NO PROBLEMS WITH ATTACHING.

BUT THEY CLOSED MY ACCOUNT AND I NO LONGER HAVE COMMUNICATION.

ACTUALLY MY PHOTOS ARE OF LOW QUALITY, BUT AT LEAST THEY COULD GIVE ME THE CHANCE TO IMPROVE THEM, OR REQUEST EXTRA DOCUMENTS. DO NOT CLOSE MY ACCOUNT WITH ALL MY MONEY.

SOMETHING TOTALLY UNFAIR.

Dear magnuscompanysac, thank you for the information provided.

Did you make deposits using payment methods registered in your name?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?