The player's struggling to verify his account as his documents are not accepted. The complaint was resolved as the player successfully verified and withdrew.
Playamo Casino - Player's struggling with KYC process.
Amount: €190
Playamo Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good morning
The casino for which I ask for help is PLAYAMO, the problem concerns their acceptance of the documents sent (consequently impossibility to make a withdrawal of 190, oo euros) I followed the sending procedure 5 times, on 16/8 -18/8 -24 / 8-26_8 28/8 year 2020 e
I have always refused the documents sent with the most varied reasons (e.g. I sent 4 separate jpg files of double-sided identity card and double-sided credit card, and the rejection message
said they didn't accept PDF files)
I FEAR THAT THERE IS A STRATEGY TO LET THE TIME PASS BEYOND WHICH ONE OF THEIR CONTRACTUAL CLAUSE DOES NOT OBLIGATE THEM TO RETURN THE DEPOSIT, AS THE DOCUMENTS WERE NOT RECEIVED
You can help me ? Thanks and good job
Automatic translation:
Public
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3 years ago
Dear alfredo,
Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would move forward. Did you contact the casino with your issue? If yes, what did they reply to you? Did you try to send them all the documents by e-mail address or only through verification in your casino account? Did you try to change the uploaded document formats. Looking forward your answers.
Best regards,
Nick
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3 years ago
Translation
Good morning Nick and thank you for your work
I contacted the casino in two ways, first with the chat, (at least 3 times) and they answer me following the text of the standard answer, pdf files are not accepted , even if I have sent jpg files. , then also with the email and in this case I am still waiting for an answer, in the email I have also attached the documents in jpg format as requested by them:
I think I have answered your questions
good job
Edited
Automatic translation:
Public
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3 years ago
Dear Alfredo,
Thank you for keeping us updated. Can you please advise when did you send them your documents through e-mail? Verification through e-mail may take a little bit longer so I would recommend you to wait at least 14 days from the date of sending the documents. If your account still won't be verified we will intervene. Let us know any new information.
Best regards,
Nick
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Public
3 years ago
Dear Alfredo,
Probably you will have to wait another 14 or more days to get verified as you forget to attach the documents. We will be following the case but for now we can only wait. The timer will be set for 7 days. Let us know if you will get any information from the casino.
Best regards
Public
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3 years ago
Translation
Hello Nick, I just got this e-mail from the playamo:
Dear player,
To proceed with the withdrawal, upload photos of the cards you used for the deposit. Note that you need to load the front and back of each card on separate photos.
Upload the required documents to your personal profile in the "documents" tab.
We do not accept scanned documents or PDF files. Upload your card photos from both sides to separate photos.
Regards,
Casino support team
While I know what pdf files mean I can't understand chance they mean by: they don't accept scanned documents
can you help me about it? thank you
Edited
Automatic translation:
Public
Public
3 years ago
They probably require photos taken by mobile or other device. You can take a photo instantly and upload it from there to your casino account.
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