Pokerbet Casino - Player’s struggling to pass KYC verification.

I made a deposit from the bonus and tried to withdraw because I had accumulated a certain amount.

Other certifications have been completed, but there was a passport, idCard or driver's license column, but regarding the driver's license, if it is not a Ukrainian driver's license, it says to contact support, so contact me and apply I was told that the person and the document do not match. I was asked to send a name in English and a photo to verify my identity, so I sent it. After that, I was asked to send a screenshot of the front and back of my passport or id passport, with it in my hand. The passport or id must be in English. Are you Japanese? Do I have to add English to the idCard? Where do you write it? I wonder if they are dealing with that because they are Japanese. English It's called English, but it's strange that Japanese people can use this site. It took me a long time to withdraw money. My driver's license isn't good, even though I'm exposing my real face and photos. Not everyone has a passport. Moreover, at this time of corona. I can't really feel the kindness when I say that I have to speak English in the first place. I made a complaint because it was unpleasant. I want you to return the deposit amount. Do I have to bother to make a passport by paying for it?

Dear satoru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and your winnings? Did you provide any other documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

For other overseas sites, I only needed a driver's license, but I can't withdraw money here.

We are sending an email, so please check if it has arrived.

It's not that the site is doing poorly, and this is not the case, but it's a bit disappointing that it must be written in English.

Thank you very much azusato1262 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@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 soon.

Hello azusato1262,

I looked at your complaint and will do my best to help you. I would like to invite PokerMatch Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I will add the flow for the time being. When I first registered, I made a mistake in entering my date of birth, but I was asked to apologize for making a mistake, even though it was not intentional, and I was treated as a bad guy. A driver's license will not be accepted for account verification, and you will be asked for a photo of your passport or id card and a screenshot to hold it in your hand and lie down on your face. Apply for My Number Card to the City Hall to obtain an id card. This is December 5th last year.

Three months later, the site changed a little, so I made a withdrawal but was refused. I asked support if I should get an id card and submit it. The refusal screen at the time of application says that the documents do not match the applicant.

Furthermore, after interacting with support, it is said that the notation must be in English by now.

I was told that this document is not suitable because it is written in Japanese. Why didn't you tell me first? It doesn't make sense that the driver's license is a good ID but is not accepted for certification. Are you treating the Japanese at a disadvantage even though you are accepting Japanese players, or are you discriminating? I want to fight with any hand until I can withdraw. Please let me know if there is any way to withdraw money.

Authentication was completed suddenly yesterday, and withdrawals are possible. I have applied for withdrawal and are now waiting for deposit. Thank you very much.

Dear azusato1262,

let me know when you'll receive your winnings, please.

Probably around next Monday or Tuesday. I received a notification from Ecopaise that my withdrawal application was successful.

Hello Satoru.

We apologize for the long wait. Unfortunately, it is difficult to verify documents in which all text is exclusively in Japanese. At the moment, the documents have been verified, the application for withdrawal of funds has been processed. Thank you for your understanding and we hope that in the future you will have only positive emotions from using the PokerMatch website.

Dear azusato1262,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

This time, you can withdraw money, and withdrawal from Ecopaise is successful.

Thank you very much. This is a solution.

Dear azusato1262,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru