Royal Ace Casino - Player struggles with the verification process.

Hello. I tried to get authenticated using Hooyu for identity verification. However, it seems that ID cards (driver's license) in Japanese are not supported.

I have sent it directly to the Document Team, but I haven't heard back yet.

If I don't have an ID card in Latin script, does that mean I can't get KYC-related authentication?

Dear kukutiger4453,

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 the driver's license seems to be the only document that the casino cannot verify? Could you please advise when exactly you sent it to the casino? Have you provided any other documents to verify your identity?

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,

Kristina

Thank you for your quick response.

As shown in the attached image, the driver's license itself was accepted through the verification process specified by the relevant casino.

Therefore, I would like to know how to resolve this issue, and I have sent the front and back of my driver's license written in Japanese, as well as the phone bill, via email to the document team.

The shipping date is September 27th.

However, as of now, I have not received a single reply.

Also, the live chat doesn't seem to be working.

Sorry for the stupid question.

Thank you very much, kukutiger4453, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kukutiger4453,

This is Tomas, and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will contact the casino.

I'd like to invite Royal Ace Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure?

Thank you.

Best wishes,

Tomas

Greetings all,

Our 3rd party automated document verification system is only capable of doing verification in certain languages, it's true. However the documents can be reviewed manually in these situations, I have searched all correspondence from you kukutiger4453 and I can't find any submitted documents in the email system. Please submit photos of all necessary documents to documents@royalacecasino.com and let me know here you have done so. I will have them reviewed manually with our documents department.

Best wishes,

Nick and Royal Ace

Dear kukutiger4453,

Can you please forward the necessary documents to the above-mentioned email address? Kindly let us know once you do so. Thank you.

Kind regards,

Tomas

Dear Royal Ace Casino,

Can you please confirm if you have received the documents from the player? I would also like to request that you update us on the verification status once it's completed.

Thank you.

Kind regards,

Tomas

Greetings kukutiger4453,

I submitted your provided documentation to the requisite department, they reviewed it and have requested a passport or other form of internationally recognized identification. Do you have a passport you can provide?

Best wishes,

Nick and Royal Ace

Dear kukutiger4453,

Do you happen to have a passport that you could provide to the casino?

Thank you.

Kind regards,

Tomas

Dear Royal Ace Casino,

Unfortunately, we do not have any internationally recognized documents such as passports.

I understand that I will need them if I want to continue using your casino in the future.

Thank you for your prompt response.

Kind regards,

kukutiger4453

Dear Kristina and Tomas.

As mentioned above, we currently do not have a certificate that meets Royal Ace Casino's verification standards, so unfortunately we have no choice but to give up.

We apologize for any inconvenience this may have caused you.

Thank you very much for your kind and courteous response.

Dear kukutiger4453,

Thank you for confirming that you do not require any further assistance. As a result, we regret to inform you that we are closing this case. If you decide to apply for a passport in the future, please do not hesitate to contact us for further assistance. We will be more than happy to help you with any queries or concerns you may have.

Kind regards,

Tomas