Thor Casino - Player's account verification is delayed.

I tried several times to verify my account, sent all my information and photos of my RG - general registry, and the casino informed me that I should send a photo of my passport, but I don’t have one. I sent several emails saying that I don’t have a passport and the casino's response was the same. I have been trying to verify my account for 6 days.

Dear Lecafer,

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.

• Were your photos and selfies with the identity documents of sufficient quality?
• Are there any other identity documents you would be able to supply to the casino?

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

Yes, the photos are good quality and all the data is visible. The problem is that they want a passport photo, and I don't have one.

There's no need for another document because all my details are in the general register.

Once again, I receive the same e-mail, despite having already informed the chat and finance several times that I don't have a passport, and that my ID has ALL my details.

It's not 'possible...

Thanks for the update. Have you considered issuing a passport so you may complete the verification of your casino account?

Would this solution work for you?

Please let me know.

It wouldn't work because here in Brazil it's extremely complicated to issue a passport, as well as very time-consuming.

And as I said above, my ID card contains all my data, so I don't know what the problem is with checking it.

Can you invite Thor Casino to the conversation? So that they can explain what's wrong with my ID and why I need a passport in a country where hardly anyone has one.

And where everyone uses their ID for checks

Thank you very much, Lecafer, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Lecafer,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Thor Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you please share more information regarding the case? Please, specify, why the player's ID card wasn't accepted for verification purposes when it is a main identification document in Brazil, while passports are not obligatory to have.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru

Kind regards,

Natalia

Hi there,

Please note we have requested players Passport as additional document for Verification based on security check of players gameplay history according to General T&C.

Thorcasino Team

I understand, but you must understand that in Brazil there is a huge bureaucracy to get a passport, and more than half the population doesn't use it.

Our ID contains all the data, there's no need for me to go through the bureaucracy to get a passport, I'm not going to use it.

Dear Thor Casino, would you consider the option of conducting a video verification with a player as an alternative?