Pokerbet Casino - Player’s struggling to complete account verification.

ΚΑΤΕΘΕΣΑ 20 ΕΥΡΩ, ΚΕΡΔΙΣΑ 80 ΜΟΥ ΖΗΤΗΣΑΝ ΤΑΥΤΟΤΗΤΑ ΚΑΙ ΣΤΟΙΧΕΙΑ ΝΕΤΤΕΛΕΡ ΠΟΥ ΕΚΑΝΑ ΚΑΤΑΘΕΣΗ ΚΑΙ ΜΙΑ ΣΕΛΦΙ ΜΕ ΤΗΝ ΤΑΥΤΟΤΗΤΑ, ΤΟΥΣ ΤΑ ΕΣΤΕΙΛΑ. ΜΟΥ ΑΚΥΡΩΣΑΝ ΤΗΝ ΑΝΑΛΗΨΗ ΚΑΙ ΜΟΥ ΖΗΤΗΣΑΝ ΝΑ ΕΠΙΚΟΙΝΩΝΗΣΩ ΜΕ ΤΟ ΤΣΑΤ, ΟΤΑΝ ΕΠΙΚΟΙΝΩΝΗΣΑ ΜΕ ΤΟ ΤΣΑΤ ΜΟΥ ΕΙΠΑΝ ΟΤΙ Η ΤΑΥΤΟΤΗΤΑ ΔΕΝ ΓΙΝΕΤΑΙ ΔΕΚΤΗ ΜΟΥ ΖΗΤΗΣΑΝ ΔΙΑΒΑΤΗΡΙΟ, ΤΟΥΣ ΕΙΠΑ ΔΕΝ ΕΧΩ ΜΕΤΑ ΜΟΥ ΖΗΤΗΣΑΝ ΔΙΠΛΩΜΑ ΟΔΗΓΗΣΗΣ ΜΕ ΜΙΑ ΣΕΛΦΙ ΜΕ ΑΥΤΟ, ΤΟΥΣ ΤΟ ΕΣΤΕΙΛΑ ΚΑΙ ΑΦΟΥ ΤΟΥΣ ΤΑ ΕΣΤΕΙΛΑ ΜΕ ΠΕΤΑΞΑΝ ΕΞΩ ΑΠΟ ΤΟ ΤΣΑΤ ΚΑΙ ΟΤΑΝ ΞΑΝΑ ΕΠΙΚΟΙΝΩΝΗΣΑ ΚΑΝΑΝΕ ΟΤΙ ΔΕΝ ΞΕΡΟΥΝ ΤΙΠΟΤΑ ΚΑΙ ΚΑΙ ΜΟΥ ΕΙΠΑΝ ΟΤΙ ΤΟ ΔΙΠΛΩΜΑ ΔΕΝ ΧΡΗΣΗΜΟΠΟΙΕΙΤΑΙ ΓΙΑ ΑΠΟΔΕΙΚΤΙΚΟ ΕΓΓΡΑΦΟ.

Dear KYRIAKOS,

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

Have you been advised what specifically seems to be a problem in verifying your account? Is your account still accessible or it has been blocked?

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,

Petronela

Do I understand correctly that you have provided your picture ID and Driving license but the Driving License wasn't accepted?

ΤΟΥΣ ΕΧΩ ΔΩΣΕΙ ΤΗΝ ΤΑΥΤΟΤΗΤΑ ΤΟ ΔΙΠΛΩΜΑ ΟΔΗΓΗΣΗΣ ΚΑΙ ΑΠΟΔΕΙΚΤΙΚΟ ΚΑΤΑΘΕΣΗΣ ΚΑΙ ΔΕΝ ΜΟΥ ΚΑΝΟΥΝ ΔΕΚΤΑ ΤΗΝ ΤΑΥΤΟΤΗΤΑ ΚΑΙ ΤΟ ΔΙΠΛΩΜΑ ΟΔΗΓΗΣΗΣ. ΜΠΟΡΕΙΤΕ ΝΑ ΕΠΙΚΟΙΝΩΝΗΣΕΤΕ ΜΑΖΙ ΤΟΥΣ ΠΑΡΑΚΑΛΩ?

Thank you very much, KYRIAKOS, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello KYRIAKOS!

From now on, I will take care of your complaint. I would like to invite representatives of Poker Match Casino into this complaint in order to help us resolve the issue.

ΩΡΑΙΑ ΠΡΟΣΚΑΛΕΣΤΕ ΤΟΥΣ.

Hello,

For the verification purposes, the user provided their passport copy. The copy's quality was poor, so we asked them to provide another document. The next document provided was user's driver license in Greek with no translation. 

Then we asked them to provide an international document. The copy's quality must be very good, all corners must be clearly visible. The document is to be sent at document@pokermatch.com

Regards,

Serhii

Dear Serhii and Poker Match Casino,

I would like to ask you to specify in detail what form do you need the ID documents to be provided and how the player should make the translation needed for you to be acceptable.

To complete fund withdrawal successfully, the customer must verify their identity.

For this, they're required to send us a selfie with their internal passport. The image quality must be high, with all four document corners clearly visible and the document info is crisp.

Alternatively, they can send us an international document meeting the requirements specified at https://pokermatch.com/en/payments/20171110/verification

Dear KYRIAKOS,

I would like to kindly suggest that you follow the casino's instructions in order to pass the verification procedure and proceed with your withdrawal, also please let us know about any development in your case.

Great news! Please let us know once you'll receive your withdrawal.

ΟΛΑ ΚΑΛΑ Η ΑΝΑΛΗΨΗ ΕΓΙΝΕ ΕΥΧΑΡΙΣΤΩ ΠΟΛΥ ΓΙΑ ΤΗ ΒΟΗΘΕΙΑ

Hello KYRIAKOS!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

We are here to help.