The player from Brazil faces issues with account verification because the casino refuses to accept his national ID card, only allowing passports, which not all Brazilians possess. The player argues that if the casino accepts Brazilian players, they should also accept Brazilian documents.
YallaBet Casino - Player is denied account verification due to document restrictions.
Amount: €90
YallaBet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
5d 7h 53m 42s
Case summary
yesterday
Public
Public
1 week ago
Translation
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!
Automatic translation:
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5 days ago
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
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5 days ago
Translation
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!
Automatic translation:
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3 days ago
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.
Casino Guru is examining the case
