Booi Casino - Igrač ima poteškoća s podizanjem svog dobitka.

Hi,

I have problem with verification. I sent almost 20 selfies with profile at casino, my face and my ID. Its all clear to read. I make photos from phone but you can jump some quality over it. I also attached my skrill account. Nothing.

I don't know what to do. I won money from bonus and i think that's a problem.

I will be very greatful if you can help me.

Dear Eon137,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I can only imagine how frustrating it might be for you, but 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. Each casino is unique and proceeds the verification process differently. It can take a few days to review all your documents.

Could you please advise when exactly you submitted the last document?

Also, would you be so kind as to 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. 

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

Hi,

So here is a thing. I talk with them on chat. They say that photo is correct but is too blurry but its only phone camera. They can easy read everything. I talk with them yesterday like 2 hours.

Now, they have all my documents scan like ID, Skrill Acount, my face, everything and they still don't want verify me. I send everything. They see that its the same ID on another photos, super sharp so its only malice from they side. I send them almost 20 photos. Its really frustrating cause they know that is me.

I think that they just don't want withdraw what i won from bonus. I never had problems with verification on any casino. When i won here some money, they try to discourage me.

I don't know what i can do more.

Regards,

Eon137

I also can send you all photos that i sent to them. You can check that they really block my verification cause i won money from bonus.

I don't care anymore about this money but people should watch to deposit any cash there 😕

Nerevmind. After coupel hours they veryfied me.

Thank you for your replies, Eon137. Do I understand correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Dear Eon137,

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

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.