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I am going through KYC because it is my first withdrawal, but I am unable to complete the procedure because I keep being asked for additional documents.

Submit front and back of driver's license

Submit ecoPayz account screen

Submit a selfie image of your driver's license and chat screen with the casino

Submit the following additional documents

PDF data of ecoPayz deposit/withdrawal screen in February

ID other than driver's license → passport

You will be asked to submit the following additional documents.

EcoPayz account screen and selfie image

Do you really intend to authenticate by asking for additional documents later on?

Also, I understand the ID card and selfie image, but is the selfie image with the ecoPayz account screen really necessary for KYC?

I paid $130 to get a new passport, but this casino doesn't seem to have any intention of ending KYC.

初めて出金するのでKYCを行っているのですが、追加の書類を求められ続けて手続きが完了できません。

運転免許証の表と裏を提出

エコペイズのアカウント画面を提出

運転免許証とカジノとのチャット画面のセルフィー画像を提出

追加で以下の書類を提出

エコペイズの2月の入出金画面のPDFデータ

運転免許証以外の身分証明書→パスポート

追加で以下の書類を出せと言われてます。

エコペイズのアカウント画面とセルフィー画像

後から後から追加の書類を出せといってきて、本当に認証するつもりはあるのでしょうか？

また、身分証明書とセルフィー画像は理解できますがエコペイズのアカウント画面とのセルフィー画像は本当にKYCで必要なんでしょうか？

わざわざパスポートを$130払って新規で取得してきたのにKYCを終わらせるつもりがこのカジノにはないようです。

Dear vegaman,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Thank you in advance for your reply.

Best regards,

Tomas

Dear vegaman,

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.

- Do not edit the image in any way

- The photo must show the full face from the front without distortion, shadows or light reflections. If someone is taking the photo for you, please do so from a close distance and include as little of the background as possible (cropping is not allowed).

- When taking a photo of your ID, make sure the photo is clear and close enough to be readable without cropping or editing

Even if I send a photo that satisfies these requirements, I am in trouble because new photos are requested one after another. I have never been rejected for not being able to use it for approval at other casinos.

- いかなる方法でも画像を編集しないでください

- 写真には、歪み、影、光の反射がなく、顔全体が正面から写っている必要があります。誰かがあなたの代わりに写真を撮る場合は、近くから撮影し、できるだけ背景を含めないようにしてください (トリミングは許可されていません)。

- 身分証明書の写真を撮るときは、写真が鮮明で、切り抜きや編集をしなくても読める程度に近いものであることを確認してください

これらを満たした写真を送っても次から次へと、新しい写真を要求されるので困っているのです。他のカジノで承認に使えないとNGを出されたことがありません。

I understand your frustration, vegaman.

Would you be able to forward the communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

I have just forwarded the communication so far to the specified email address. please confirm.

今、指定のメールアドレスにこれまでのやりとりを転送しました。ご確認ください。

I received the email.

From the screenshot provided with your selfie, the information on the display isn't readable to me. The image on the display is distorted from my point of view.

Were you able to submit an image that is clear to the casino since your last message?

Please let me know.

Thank you, KYC was approved and I was able to withdraw the full amount without any problems.

ありがとうございます、KYCが承認されて、無事に全額引き出すことができました。

Dear vegaman,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru