Playamo Casino - Spilleren oplever problemer med verifikationen af hendes dokumenter.

For the first time, everything has always worked until I asked for the verification. Is not a problem. I have sent all my data. Also my identity card. My driving license. Dwr was not recognized because it has no expiration date. Ichvhabe but no passport! I contacted several times with the support where I was told that my driver's license is not recognized, although on the side is also a driver's license is valid. Now they do not want to pay me my money. I have invested a lot and I do not see why I should give it up.

Erstmals hat immer alles funktioniert bis man von mir die Verifizierung verlangte. Ist ja auch kein Problem.  Ich habe meine ganzen Daten geschickt. Auch meinen ausweis. Meinen Führerschein.  Dwr wurde nicht anerkannt, weil er kein ablaufdatum hat. Ichvhabe aber keinen Reisepass! Ich nahm mehrmals Kontakt auf mit dem Support wo mir erklärt wurde das mein Führerschein nicht anerkannt wird obwohl auf der Seite steht das auch ein Führerschein gültig sei. Jetzt wollen sie mir mein Geld nicht ausbezahlen. Ich habe sehr viel investiert und ich sehe nicht ein wieso ich darauf verzichten soll. 

Dear Nicole, 

Thank you for bringing your complaint to our attention. I'm sorry to hear that you've been having difficulties with the verification process. It is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. Let me ask you a few questions to fully understand the problem. Has the casino offered you an alternative solution to this issue (documents other than driving license or passport, other ways of verification)? In some cases, there is no expiry date on the older versions of driving licenses. The validity period of driving licenses in Austria is 15 years. When was your driving license issued? 

Best regards,

Peter

Hi. No my driver's license has no expiration date. And he was issued in 2008.

Hallo. Nein mein Führerschein hat kein ablaufdatum.  Und er wurde 2008 ausgestellt. 

And it was only required passport because I do not have. Other documents such as bank statement etc, I have also transmitted

Und es wurde nur Reisepass verlangt denn ich nicht habe. Andere Dokumente wie Kontoauszug etc habe ich auch übermittelt 

Hello Nicole, 

Thank you for the update. I asked the casino for a response. You will be notified as soon as they reply. 

Best regards,

Peter

great thank you

Super danke

Hello GuruCasino!

The Security Department is currently investigating the player's account.
We would like to point our few fragments from our Terms and Conditions, to help you to understand the verification process of our PlayAmo:
The administration of the casino reserves the right to call its players if regarded as a necessary part of verification. <>
https://www.playamo.com/terms-and-conditions

Also, when the player is uploading the documents, there are necessary rules to observe:


Proof of Identity: Passport, Driving License or official Government issued ID card. More

Must be a Passport, Driving License or other official Government issued ID card
Both Front and Back of ID card must be received
Document must be in date and not expired
Document must be showing expiry date
Document must show your unaltered photo
Document must show your date of birth
Water marks on documents must be visible

This means that a document without the expiry date cannot be a valid document. 

At this point, apart from ID customer also need to upload the proof of the deposit. The customer was notified about it via email. 

After the customer uploads all necessary documents, the Security Department can request more documents to prove customer identity, such as selfie with an ID of Skype verification, accordingly to our Anti-Fraud Policy. 

https://www.playamo.com/terms-and-conditions

We are sorry for the inconvenience caused to the customer and we are happy to assist the customer to help with the verification process at any time via chat or email services. 

Dear Playamo Casino,

Thank you for the reply. As I mentioned before, there is no expiry date on the older EU driving licenses but they are still valid for 15 years (in Austria), see link below. I believe the player stated that she uploaded an ID. Is there a reason why her ID was not accepted? 

https://europa.eu/youreurope/citizens/vehicles/driving-licence/driving-licence-recognition-validity/index_en.htm#abbr-ID0E4

Best regards,

Peter

I would also offer to upload my registration forms or other documents.

Ich würde auch anbieten meine meldezettel oder noch andere Dokumente hochzuladen.!

Hi. The verification is now gone through with a selfie and badge. Thanks again for the support

Hallo. Die Verifizierung ist jetzt durchgegangen mit einen Selfie und ausweiss. Ich bedanke mich nochmals für die Unterstützung 

Hi Nicole, 

That is good news. Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards,

Peter