The player from Portugal was experiencing difficulties withdrawing his winnings due to ongoing verification. The player provided his ID which was expired according to the information printed on the document. However, the validity of the ID was officially extended due to the ongoing pandemic situation. After this was communicated to the casino, the provided ID was accepted as valid. The complaint was closed as 'Resolved'.
Pokerbet Casino - Player’s struggling to complete the account verification.
Amount: €200
Pokerbet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Good afternoon,
- I made the 100 registration free spins, wagered and ended up worth 200 euros.
- To verify the data, a passport, driver's license or citizen's card is required.
- I gave my citizen card which has expired but which is still valid, due to Covid-19, until December 31, 2021 as indicated on the Portuguese government website (https://eportugal.gov.pt/noticias/ validity-of-citizen-card-and-other-documents-extended-until-december-31).
- They say it is a problem because it is not valid although it has exposed the current status of Covid-19, including the Portuguese government website where this information is found.
- Despite all this, the driver's license is valid (although they say that it is not used to verify that, also, it goes against the information that the casino provides in the document verification part.
- Even not accepting a driving license, they can use it to verify that it is the same person on the citizen card that is valid as indicated by the government.
- They transferred my case to a more specialized department that will contact me via email. Nevertheless, I would like your help regarding the validity of the citizen's card (which is valid until December 31, 2021.
- I don't want to forget to mention that I was going to give a good score to this casino, although some games don't work for the bonus, everything went well and they always responded (although we didn't understand each other).
Automatic translation:
Public
Public
2 years ago
Dear Carlos,
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.
Do I understand correctly that providing another picture ID seems to be the obstacle standing between you and your winnings?
Meanwhile, I have checked the eportugal.gov.pt website, and this is what I found (here):
"DOCUMENTS THAT EXPIRED AFTER 24 FEBRUARY WILL REMAIN VALID UNTIL 31 DECEMBER 2021
The portuguese government has decreed that documents that expire after 24 February 2020 will remain valid until 31 December 2021, for all legal purposes.
This applies to:
Citizen Card (Cartão de Cidadão)
ADSE family beneficiary card
Certificates
Documents and visas related to the stay in national territory."
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Exactly, according to the Portuguese government, my citizen card is valid and ready for verification. In addition to that, I sent the driver's license as an extra document just to reinforce that the identity was valid.
Would they be able to help me in any way? I tried to explain the situation as best as possible but they still resist the idea that my id is valid
Automatic translation:
Public
Public
2 years ago
Thank you very much, Carlos, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.
Public
Public
2 years ago
Translation
Thanks. So I await feedback from your colleague Andrej.
Automatic translation:
Public
Public
2 years ago
Dear Carlos,
I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Poker Match Casino to join this conversation.
Dear Poker Match Casino team,
Since the validity of the document Carlos provided has been officially extended, could you please explain why it was still deemed expired? If there’s a reason, can you please suggest a viable solution to this issue?
Public
Public
2 years ago
Dear, Carlos,
Your account has already been verified. Your withdrawal request will be processed within 24 hours.
We do not accept a driver’s license nor any expired documents for the account verification. That’s why your documents have been rejected first. After you provided additional information from the Portuguese government website, we examined this special case and accepted your citizen’s card for the verification.
Thank you for choosing PokerMatch.
Public
Public
2 years ago
Translation
Thanks me for all the help given. I would like to give feedback from the Casino online chat support which has always been helpful and responsive.
Automatic translation:
Public
Public
2 years ago
Thank you, PokerMatch Casino, for your understanding.
Dear Carlos,
Could you please let us know if we can consider the issue to be resolved?
Public
Public
2 years ago
Dear Carlos,
Thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.
Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
