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Although KYC certification is underway for withdrawals,

Is this a problem with the casino's verification system?

Even if I submit a photo of the highest quality, the casino cannot read it and the verification process does not proceed.

It is impossible for the average user to prepare a picture of higher quality than this.

If the casino is unable to approve the KYC on its own, I need a third party(casino guru) to help me verify the documents I have submitted.

Dear andandjonnyx, 

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. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I sent proof of address, driver's license, and a selfie with the casino in the background on the 17th.

The quality of the picture is acceptable at other casinos, but this casino will not approve it as unreadable even if the picture is clear.

It is impossible for the average user to provide better image quality than this.

Do I understand correctly that you submitted the verification documents on 17 May? Has the casino rejected the documents already or are they just being under review? Please forward any relevant communication between you and the casino to veronika.l@casino.guru. Alternatively, you may post it here.

The casino has already rejected the documents nearly 10 times.

Correspondence to and from the casino has been deleted.

I have not been able to contact the person in charge of verifying the documents.

Thank you for the information. Can you please forward the documents that were rejected by the casino to veronika.l@casino.guru?

Forwarded.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, andandjonnyx!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello @all,

The situation is that the player has sent us a few documents edited by artificial intelligence. So now we need to perform the procedure of video verification. 

2 @andandjonnyx please contact our helpdesk to set the date of call. 

With regards, Booi team

I used a standard smartphone.

After submitting the photo, casino asked me to increase the resolution by editing, so I submitted a tool to increase the resolution at that time,

After that, I did not make any further edits.

No artificial intelligence is used.

Am I correct in assuming that your reading system malfunctioned and made an AI judgment?

PS

I contacted the help desk and they are not going to do a video call.

they do not intend to follow the instructions even if they are from a casino representative,

They told me that they don't care if the casino is penalized for doing so.

Attached is the help desk response.

The response was that they do not intend to do video verification and will not follow the instructions even if they were given by a representative of the casino.

andandjonnyx, while we are waiting for the casino to reply, may I ask you to submit documents according to the request of the helpdesk? There may have been a misunderstanding between the casino representatives. There is a chance that your issue will be solved after that, and, it will be easier than to make a video call. Thank you!

The casino asked me to send them a video of my face with my ID card and I submitted it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Video verification is successfully passed.

2 @andandjonnyx - now you need to cancel your previous withdrawal request and submit a new one.

andandjonnyx, please, let us know when you will withdraw your funds.

I just submitted a withdrawal request.

I just finished withdrawing the money.

Have you received your funds already?

yes.

Dear andandjonnyx,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system.

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team