Amerio Casino - La jugadora no puede finalizar la verificación de su cuenta.

I am UNABLE to verify my account.

They just won't accept my selfie + ID.

I have sent it by email, as requested on live chat, I have also sent a VIDEO but it seems not to be a proof that this is actually me.

I already have a high VIP level and am unable to use any of its features because *I can't get verified!!!!!*

I have also sent photographs that I have used for verification on other casinos and were accepted - but their standards seems to be SO MUCH HIGH!!!

My phone is not good enough to take pictures with the quality they seem to require and I have no idea of what else I can do.

Dear robertafreitas90,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that the casino verified all your identity documents except for the selfie with your ID?

Have you made sure that your photograph fulfils all the necessary requirements for successful verification?

• The photo should be clear and of high quality, taken in good, natural light.
• The document's information should be clearly visible.
• Your face should be fully visible and not covered by the document.

When was the last time you communicated with the casino regarding your verification? When was the last time you uploaded your photo for verification?

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

Yes, I have event sent a vídeo by email. I am unable to take better selfies. Took it on different days, angles, lightnings....

Other casinos accepted it without problems but I just cant get any photo accepted.

Here are some

The issue with these photos is that the text on your ID is not clear, making it impossible to read. Have you attempted to take a photograph where you move the ID slightly further away from the camera? This may help sharpen the text and improve readability.

Dear robertafreitas90,

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.

I again sent several photos, angles and even video. I'm still waiting.

Enviei novamente diversas fotos, angulos e até video. Sigo aguardando.

Thank you very much, robertafreitas90, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 in the near future.

Hi robertafreitas90,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Amerio Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you have received the last photographs from the player and if they were of sufficient quality?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I sent photos and another video, speaking in English. I don't know what else I can do.

Enviei estar fotos e mais um vídeo, falando em ingles. Não sei o que mais posso fazer.

No news. I have no idea what I can do.

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.

Dear robertafreitas90, I have just been informed by a casino representative that your account has been finally verified. Can you please confirm it?

Yes, I can confirm it has been verified.

unfortunately I can’t get advantage of my VIP level but I’m still trying to figure it out with the casino, and anyway this is a different subject.

not satisfied at all with the casino.

Dear robertafreitas90, can I close your complaint or do you need our assistance with anything else with Amerio?

You can close, thank you.

Pode encerrar, obrigada.

Thank you for confirmation, robertafreitas90!

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,

Natalia

Casino.Guru