Booi Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Dear,

I am sorry to have to resort to this medium but I am tired of arguing with the casino... in December 2021 I played at the casino, made a deposit of $150 and once the required wage was completed, I sent all my documentation for verification the account... after a while they asked me for a photo holding my document, with the booi screen open (totally understandable)... but since December 2021 I have been sending photos with my ID card, even with my passport!!! and I have ALWAYS been told that the image is blurry or my ID information is not readable... which is totally untrue: all the photos I took with my iphone 12 with the front camera for better quality and I have sent more than 30 photos from many angles... they didn't accept ANY of them today.

It's been 4 months and I still can't verify my account... I honestly don't know what to do to get verified.

could you please help me? I even offered them a video call but they did not accept.

estimados,

lamento tener que recurrir a este medio pero me he cansado de discutir con el casino... en Diciembre de 2021 he jugado en el casino, hice un deposito de $150 y una vez finalizado el wage requerido, envie toda mi documentacion para que me verifiquen la cuenta... pasado un tiempo me solicitaron una foto sosteniendo mi documento, con la pantalla abierta de booi (totalmente entendible)... pero desde Diciembre de 2021 estoy enviando fotos con mi ID card, hasta con mi pasaporte!!! y SIEMPRE me han dicho que la imagen es borrosa o la informacion de mi ID no es legible... la cual es totalmente incierto: todas las fotos las tome con mi iphone 12 con la camara frontal para mayor calidad y he enviado mas de 30 fotos desde muchos angulos... no me aceptaron NINGUNA a dia de hoy.

ya han pasado 4 meses y sigo sin poder verificar mi cuenta... sinceramente ya no se que hacer para que me verifiquen.

podrian por favor ayudarme? hasta les ofreci una videollamada pero no aceptaron.

Dear tomicaprile97,

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. None of the serious and licensed casinos takes KYC lightly.

Do I understand correctly that a selfie with your ID seems to be the only obstacle standing between you and your winnings?

Please bear in mind these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let us know if this advice was helpful or if we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I have taken that into account in all my photos.

In addition to the face and ID card, you have to see the screen of the cell phone / computer with a booi casino background.

Do you want me to upload respective images here? I have no problem with them looking at it, that way they measure the amount of good quality photos that I have uploaded.

Eso lo he tenido en cuenta en todas mis fotos.

Ademas del rostro y ID card, tiene que observarse la pantalla del celular/computadora con fondo de booi casino.

quiere que suba respectivas imagenes aqui? no tengo ningun problema en que la observen, asi dimensionan la cantidad de fotos de buena calidad que he subido.

Dear tomicaprile97,

You can forward pictures to petronela.k@casino.guru. Thank you in advance.

ready... sent

listo... enviadas

Thank you very much, tomicaprile97, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello tomicaprile97,

I have reviewed your case and will contact the casino to see if I can help.

We would like to ask Booi Casino to join the conversation and to aid in the resolution of this complaint.

Dear Booi Casino,

Could you please clarify the problem with the images the player has sent for verification?

Hello @tomicaprile97,

Sorry for the inconvenience, but some of your photos are recognized as edited.

Kindly send us new photos of good quality, all text should be easy to read. 

Don't be upset to spend so much time on verification because it is a one-time procedure and after you can continue enjoying your play.

Best regards, Booi team

Thank you for the information Booi Casino.

Dear tomicaprile97,

Had you edited your previous images? I would recommend sending them once more, unedited, as the Casino has requested.

Hi Adam, thank you very much for your help... I haven't edited any of them. As you can see I sent many photos, in different angles and approaches (from farther and closer)... using my passport, my id card and my driver's license!! I honestly don't know what to do.

Hola Adam, muchas gracias por tu ayuda... no he editado ninguna de ellas. Como puedes observar envié muchisimas fotos, en diferentes angulos y acercamientos (de mas lejos y de mas cerca)... en utilizado mi pasaporte, mi id card y mi licencia de conducir!! ya sinceramente nose que hacer.

Hello @tomicaprile97,

You should use digital camera or smartphone in combination with good lighting. 

Stay in touch with our live chat for better communication. 

Best regards, 

I await a response from Casino Guru since what you are requesting of me I have already done a tireless number of times and they have ALWAYS been rejected. All photos taken with iPhone 12 without editing, in its original state and different angles.

Aguardo respuesta de Casino Guru ya que lo que usted me esta solicitando ya lo he realizado una incansable cantidad de veces y SIEMPRE me las han rechazado. Todas las fotos tomadas con iPhone 12 sin editar, en su estado original y diferentes angulos.

Hello @tomicaprile97,

Kindly send us a new photo of your passport, all text should be easy to read. No need to send new photos with your login. 

Sincerely, Booi team

Hello all,

Please accept my apologies for my delayed response.

Dear Booi Casino,

Is this the last image required to complete the verification?

Dear tomicaprile97,

I apprecite the process is frustrating, but I would recommend sending this last image if it is all that stands in the way of verifying your account.

Yes, it is the last image required to complete the verification.

I have just uploaded the images of my ID in the verification section, front and back, high quality... so that there is a record of the images and their resolution, I have also sent them to adam.m@casino.guru so that you can observe them .

I await comments and thanks for your help.

Recien acabo de subir las imagenes de mi ID en la seccion de verificacion, frente y dorso, de alta calidad... para que quede constancia de las imagenes y su resolucion las he enviado ademas a adam.m@casino.guru para que las puedas observar.

Aguardo comentarios y gracias por su ayuda.

Hello @tomicaprile97,

You have sent us new photos of your ID card + selfie with your passport, these docs are not required. You should send us a photo of your passport only, all text should be easy to read.

Best wishes,

dear, I have uploaded an image of my passport as requested... the image is super clear, it is not edited and you can see ALL the data CLEARLY... it is no longer an excuse that the data is not visible because the image is very clear of my passport (send the photo to your email adam so you can see it too) the file is called PASSPORT.

estimados, he subido una imagen de mi pasaporte como solicitaron... esta super clara la imagen, no esta editada y se pueden ver TODOS los datos CLARAMENTE... ya no es excusa que no se ven los datos pq esta muy clara la imagen de mi pasaporte (envie la foto a tu mail adam para que tambien la veas) se llama PASSPORT el archivo.

Dear tomicaprile97,

I have received multiple pictures that are of you holding your passport and only one that is of the passport only, as I believe was requested by the casino. I will ask the casino if this is now sufficient.

Dear Booi Casino,

Please advise if you now have everything necessary.

Hello all,

This case is solved from now. Verification is passed successfully and the player can withdraw his winnings. 

Best regards, Booi team

Thank you for the update Booi Casino.

Dear tomicaprile97,

Can you please confirm the matter is resolved?

Dear tomicaprile97,

Can you please confirm if this matter has been resolved? Please be aware that if we do not hear from you within the set timeframe, the complaint will be rejected.

Kind regards,

Adam

Dear tomicaprile97,

It seems that this case has been resolved but without confirmation from you, this complaint will now be rejected.

It can be reopened at any time.

Kind regards,

Adam