Rooster Bet Casino - Player experiencing document validation issues.

They're not accepting the documents I've submitted, arguing that they were created via screenshots. Even though I've converted and submitted these documents as PDFs, they still reject them. They're also asking for a frontal photo of me holding the payment card, despite my explanation that it's a digital card and I can't physically hold it. They refuse any documents in PDF format I submit, telling me they're not good enough.

Dear Deeacla,

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.

• Have you provided the casino with A) original PDFs of documents or B) photos of printed documents?
• Were you able to submit any proof of ownership of your virtual card?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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,

Tomas

 Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi, I sent some PDFs with a document, a utility bill, a photo with the document in my hand and also a PDF with a trace of the virtual card but they were rejected saying they were screenshots, I don't know what else to do

I think I saw a figure of 60,000 thousand, I don't know if it refers to my complaint but I wrote 6,000 thousand that I can't withdraw and not 60,000 thousand

Thanks for your messages, I corrected the disputed amount accordingly.

Your previous communication regarding the issue with the casino would be very helpful in determining the issue. Could you please share it with me? Send anything you consider relevant to my email at tomas@casino.guru for review

I'll await your reply.

Dear Deeacla,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.