Pokerbet Casino - Spilleren kæmper for at bestå KYC-verifikation.

I made a deposit from the bonus and tried to withdraw because I had accumulated a certain amount.

Other certifications have been completed, but there was a passport, idCard or driver's license column, but regarding the driver's license, if it is not a Ukrainian driver's license, it says to contact support, so contact me and apply I was told that the person and the document do not match. I was asked to send a name in English and a photo to verify my identity, so I sent it. After that, I was asked to send a screenshot of the front and back of my passport or id passport, with it in my hand. The passport or id must be in English. Are you Japanese? Do I have to add English to the idCard? Where do you write it? I wonder if they are dealing with that because they are Japanese. English It's called English, but it's strange that Japanese people can use this site. It took me a long time to withdraw money. My driver's license isn't good, even though I'm exposing my real face and photos. Not everyone has a passport. Moreover, at this time of corona. I can't really feel the kindness when I say that I have to speak English in the first place. I made a complaint because it was unpleasant. I want you to return the deposit amount. Do I have to bother to make a passport by paying for it?

ボーナスから入り入金を行い、ある程度貯まったので出金をしようとしました。

他の認証は済みましたがパスポートかidCardか運転免許証の欄があったのですが運転免許証に関してはウクライナの運転免許証でない場合はサポートに連絡をと書いてあったので連絡すると、申請者と書類が一致しないと言われました。英語表記の名前と本人確認の写真を送るよう言われたので送りました。その後、パスポートかidパスポートの表裏、手に持った状態のスクリーンショットを送ってほしいと言われました。パスポートかidに関しては英語でないといけないと。日本人ですけど？わざわざidCardに英語を追記しなきゃいけないのですか？どこに書くんですかそんなの。日本人だからそんな対応されてるんでしょうか。英語英語って言ってますけど、だったら日本人がこのサイト使えるようにしてるのおかしいでしょ。だらだらと時間かかって未だに出金もさせてもらえてません。運転免許証はダメだとか、こちらは自分の生身の顔と写真をさらけ出してるのに。パスポートなんてみんなが持ってる訳ないでしょ。しかもこんなコロナの時期に。そもそも英語でないといけないと言ってる時点で親切心がまるで感じられません。不愉快だったのでクレームを出しました。入金額返してほしいですね。わざわざパスポート代払ってまでパスポート作らなきゃダメなんですかね。

Dear satoru,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and your winnings? Did you provide any other documents?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

For other overseas sites, I only needed a driver's license, but I can't withdraw money here.

We are sending an email, so please check if it has arrived.

他の海外サイトは免許証とかだけでよかったですがここだけは出金出来ません。

メールを送信してますので届いているのであれば確認お願いします。

It's not that the site is doing poorly, and this is not the case, but it's a bit disappointing that it must be written in English.

別にサイト側から粗末な対応をしてる訳ではないですし、こちらもそういう訳ではないですが、英語表記でないといけないのがちょっと残念です。

Thank you very much azusato1262 for your reply. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello azusato1262,

I looked at your complaint and will do my best to help you. I would like to invite PokerMatch Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

I will add the flow for the time being. When I first registered, I made a mistake in entering my date of birth, but I was asked to apologize for making a mistake, even though it was not intentional, and I was treated as a bad guy. A driver's license will not be accepted for account verification, and you will be asked for a photo of your passport or id card and a screenshot to hold it in your hand and lie down on your face. Apply for My Number Card to the City Hall to obtain an id card. This is December 5th last year.

Three months later, the site changed a little, so I made a withdrawal but was refused. I asked support if I should get an id card and submit it. The refusal screen at the time of application says that the documents do not match the applicant.

Furthermore, after interacting with support, it is said that the notation must be in English by now.

I was told that this document is not suitable because it is written in Japanese. Why didn't you tell me first? It doesn't make sense that the driver's license is a good ID but is not accepted for certification. Are you treating the Japanese at a disadvantage even though you are accepting Japanese players, or are you discriminating? I want to fight with any hand until I can withdraw. Please let me know if there is any way to withdraw money.

とりあえず流れを追記します。最初登録した際、生年月日を入力間違いをしてましたがわざとではないのに間違えた事に対して謝罪文を要求され、まるで悪者扱いを受けました。アカウント認証には運転免許証は受け付けられずパスポートやidカードの写真と手に持って顔の横にするスクショを求められる。idカード取得の為市役所にマイナンバーカードの申請を行う。これが昨年の12月5日。

3ヶ月後サイト内が少し変化してたので出金をしたが拒否された。idカードを取得しそれを提出すればいいかをサポートに聞いた。申請時の拒否画面は申請者と書類が一致しないとの事。

更にサポートとやり取り後、今ごろ表記が英語表記でないといけないと言われる。

この書類は日本語表記なので適してないと言われた。何故最初に教えてもらえなかったのか。免許証が立派な身分証明書なのに認証に受け入れられないのも意味が分からない。日本人プレーヤーを受け入れてるのに日本人を不利な扱いをしてるのか、または差別か。出金出来るまではどんな手を使ってでも戦いたいです。何か出金出来る方法があるなら教えてもらいたい。

Authentication was completed suddenly yesterday, and withdrawals are possible. I have applied for withdrawal and are now waiting for deposit. Thank you very much.

昨日突然認証が完了し、出金可能となりました。出金申請して今入金待ちの状態です。ありがとうございました。

Dear azusato1262,

let me know when you'll receive your winnings, please.

Probably around next Monday or Tuesday. I received a notification from Ecopaise that my withdrawal application was successful.

恐らくですが来週の月曜日か火曜日あたりかと思われます。エコペイズから出金申請が成功の連絡が来たので。

Hello Satoru.

We apologize for the long wait. Unfortunately, it is difficult to verify documents in which all text is exclusively in Japanese. At the moment, the documents have been verified, the application for withdrawal of funds has been processed. Thank you for your understanding and we hope that in the future you will have only positive emotions from using the PokerMatch website.

Dear azusato1262,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

This time, you can withdraw money, and withdrawal from Ecopaise is successful.

Thank you very much. This is a solution.

今回は出金まで出来、エコペイズからの出金成功です。

ありがとうございました。この件は解決です。

Dear azusato1262,

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. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru