YallaBet Casino - Player is denied account verification due to document restrictions.

The casino refuses to accept my national ID card, meaning they only accept passports, which obviously not all of us Brazilians have, since we only issue one when we leave the country. I have never left Brazil and cannot afford to do so. If they accept Brazilian players, they should accept Brazilian documents!

Dear leandrog532,

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 and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying your ID seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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

So I provided it, but they say they don't accept my document, (ID) because it's green or a local document, they want a passport, and I don't have a passport, because it's not mandatory, the only document that we Brazilians have is the ID or identity card, but they don't accept it, this document I send to all the sites and they all approve it, when they don't approve it, it's because of a bad image or with a reflection, but they always accept it! But in this yalla case, they won't accept my document!

Thank you very much for your reply, leandrog532. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

yes, I can!

so I sent you the conversation, but I haven't heard back from you yet

Thank you very much, leandrog532, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you leandrog532 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask YallaBet Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

Thank you, Peter, for your help! I hope that Yallabet will work with us!

Dear Leandro,

We understand your frustration and the inconvenience this situation may have caused. Please rest assured that our intention is to assist you at every step of the process and to ensure a smooth Know Your Customer (KYC) experience with us.

As an international online casino, YallaBet proudly welcomes players from all countries where our license permits. Our KYC process is a cornerstone of our operations, designed not only to protect our players but also to safeguard the casino from fraudulent activities.

As previously communicated via email, YallaBet requires internationally recognized identification documents containing English text. This includes passports, international ID cards, or driver’s licenses that feature both English and the local language. This policy is consistently applied across all countries to maintain fairness and compliance.

Regarding the Brazilian document you provided, while it is indeed a widely recognized local identity document, it does not contain English text nor does it include the necessary seals for us to verify its authenticity. While we appreciate your honesty, past experiences with altered or fraudulent versions of this document have necessitated a stricter policy in this regard.

We are confident that the Casino Guru team will understand and support our position, as YallaBet operates as an international casino rather than a local Brazilian establishment.

To complete your account verification and enable withdrawals, we kindly request that you provide an internationally approved document. Once this step is completed, and the minimum required deposit is made and wagered three times, the winnings from your free giveaway bonus will be eligible for withdrawal without delay.

We hope this explanation clarifies our stance and the reasons behind our document requirements. If you have any further questions or need assistance, please do not hesitate to reach out. We are here to guide and support you every step of the way.

Player satisfaction is our top priority, and we are committed to providing you with an enjoyable and positive online casino experience.

Thank you for the update YallaBet Casino representative. Would it be possible for the player to have the document translated and approved by a notary instead of requesting a passport as that would require a longer time and a higher fee for the player to be able to acquire one? Thank you in advance for your clarification!

Dear Peter,

Thank you for your thoughtful suggestion!

We are happy to confirm that a professionally translated version of the document, approved and notarized by an official authority, would indeed be acceptable. This approach aligns with our verification requirements while also being more convenient for the player.

Once the notarized translation is submitted, we will promptly review it to complete the verification process as quickly as possible.

If Leandro need further clarification or assistance during this process, please don’t hesitate to contact us. We’re here to help and ensure the experience remains as seamless and positive as possible.

Thank you once again for your cooperation and understanding!

Thank you for the clarification YallaBet Casino representative.

Dear leandrog532, let us know if it is possible for you to provide the document in this way. Thank you in advance!

I thank you for the possible solution, I have never had to translate any document and I have done MANY KYCs and honestly demanding an international document from a Brazilian player is frustrating (not required in the country), but I can suggest editing the document and translating it into English! because I don't know how to get this document translated and approved by a notary, but I can see where I can get it! but I suggest accepting my national document edited and translated into English! Because doing a quick search, the cost of the document is 70$ and it is not right for the Casino to force the player to create a PAID document for KYC approval, if the Casino accepts Portuguese players, they should accept documents in Portuguese, but as I said, I can translate my document into English, if Yalla collaborates!

Dear leandrog532, unfortunately, a simple translation won't be satisfactory as the approval of the notary is the requirement here instead of the passport. I recommend looking for notaries in your general area and giving them a call to see if they offer document translation services. I am sorry I can't be of more help but when it comes to verification issues each casino has its own rules due to regulatory requirements so there isn't much we can do to help. Thank you for your understanding!

but as I said, to create a translated document, the cost is around 70$, which would be 406 BRL, is it right for the customer to have to pay for verification? these terms are not found in the act of creating an account! if the casino accepts brazil, they should accept local documents just like the more than 100 sites I've played and all accepted, I never imagined a casino asking for a document that we are not obliged to have in our country!

As mentioned when it comes to verification there is little we can do to help. Each casino can request documents according to its regulatory requirements. If the translation is too expensive for you I can only recommend getting the passport as mentioned previously. I am sorry I can't be of more help on this occasion.

To get a passport, you also have to pay a total of 50$, then I have to deposit 20$ and play a total of 60$ to request a withdrawal, which means I could lose more than 100$, not to mention that after that they'll ask me for proof of residence with a signature too, which will cost more money, you've got to be kidding me! Which casino forces customers to spend money on documents to be verified? A term like that shouldn't exist!

Dear leandrog532, unfortunately, there isn't much I can do in this is situation to assist. I can only recommend to check the casino's terms and conditions before registering to see what verification requirements they have. If you won't be able to provide the requested documents I will be forced to reject your complaint. Thank you for your understanding!

Dear leandrog532,

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.

you can end this complaint, it hasn't been resolved and it won't be either, they should accept the local documents of each country, it doesn't make any sense, the customer has to pay for account validation! more ok, I will stay away from this site or any of their sites!

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.