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

I got to know the Booi website and after registering, I participated in a mission and was awarded 900 reais for my placement.

After the tournament they asked me to verify my account. So far so good, it's standard casino procedure.

The problem was that I sent MORE THAN 30 PHOTOS and they didn't accept it.

The most bizarre thing of all was that at first the attendant claimed that the photo did not have good resolution and asked me to take a closer selfie. However, after I sent him 15 closer pictures, all legible (driver's license and login screen), he started to say that the hand that was holding the document was not mine. Look how absurd.

I even tried to delete my account and even that couldn't help me. I've been trying to release the account for days, sending photos after photos and nothing is resolved.

Need help.

Conheci o site da Booi e após fazer o cadastro participei de uma missão e fui premiado com 900 reais pela minha colocação.

Após o torneio pediram a verificação da minha conta. Até aí, tudo bem, é um procedimento padrão de cassinos.

O problema foi que eu mandei MAIS DE 30 FOTOS e eles não aceitam.

O mais bizarro de tudo foi que no início o atendente alegava que a foto não tinha boa resolução e pedia para eu tirar a selfie mais de perto. Porém, depois que mandei 15 fotos mais de perto todas legíveis (cnh e tela de login) ele passou a dizer que a mão que estava segurando o documento não era a minha. Olha que absurdo.

Tentei inclusive deletar a minha conta e nem isso conseguiram me ajudar. Estou há dias tentando liberar a conta, mandando fotos atrás de fotos e nada se resolve.

Preciso de ajuda.

Dear AdrianaPorto,

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 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? I could only suggest sending another selfie from a different angle. 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

Petronella, how are you?

I completely understand and agree with the KYC procedure, but if you want I can send you at least 20 legible photos that I sent for validation and all were rejected. I can no longer take pictures, as none are good enough for validation. I've tried taking a selfie, I've asked others for help, and I have tons of fully legible photos that they keep rejecting.

I really need help in this case. Also, if you want, I can attach several of these photos here so you can make your own assessment.

Petronela, tudo bem?

Eu entendo e concordo perfeitamente com o procedimento de KYC, mas se você quiser eu posso te enviar pelo menos 20 fotos legíveis que enviei para validação e todas foram rejeitadas. Eu já não tenho mais como tirar fotos, pois nenhuma é boa o suficiente para validação. Já tentei selfie, já pedi ajuda dos outros, e tenho inúmeras fotos totalmente legíveis, mas que eles seguem rejeitando.

Realmente preciso de ajuda nesse caso. Inclusive, se quiser, posso anexar várias dessas fotos aqui para que você possa fazer a sua própria avaliação.

Thank you very much, AdrianaPorto, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Should I send him an email?

Eu devo enviar um e-mail para ele?

Hello AdrianaPorto,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Booi Casino to join the conversation and participate in the resolution of this complaint.

Dear Booi Casino,

Can you please explain why any of the player's selfies cannot be accepted?

Thank you.

Best wishes,

Tomas

Thomas, how are you? Good morning!

Should I attach all the photos I uploaded here?

Tomas, tudo bem? Bom dia!

Devo anexar todas as fotos que enviei aqui?

Please send them to my email address: tomas.k@casino.guru

I will review them and see what might be causing the problems.

Thank you.

Kind regards,

Tomas

Tomas, I sent you the email.

There are a lot of photos, so I sent it as a compressed file. I didn't want them to lose quality so you can see that they are readable.

These are the ones I have saved. I sent many others by taking a photo directly from my device.

Tomas, te enviei o e-mail.

São muitas fotos, então enviei como arquivo comprimido. Não queria que elas perdessem qualidade para que você veja que elas estão legíveis.

Essas são as que eu tenho salva. Enviei muitas outras tirando foto diretamente do meu dispositivo.

Hello @all,

There was strange gaming activity on the complainant's account. 

We are currently investigating this case with game developer. 

After all information would be processed and confirmed we will notify you.

Best wishes, Booi team

What strange activity?

I created my account to participate in the tournament I saw on Instagram. I got a payout and tried to cash out. Where's the weird activity in that? Is it forbidden to be awarded in your tournament?

Que atividade estranha?

Eu criei a minha conta para participar do torneio que vi no Instagram. Consegui uma premiação e tentei sacar. Onde está a atividade estranha nisso? É proibido ser premiada no torneio de vocês?

Strange is the fact that you open a super inviting tournament and after a new user starts playing and making a profit, you block the account preventing him from playing and worse, even withdrawing. That is indeed strange.

Asking for documents for account validation, also ok, is a standard procedure in other casinos. Now asking for more than 40 photos and not releasing the account, that's also super weird.

In short: "come play with us, as long as you don't make a profit, because if you do, we will block your account"

Estranho é o fato de vocês abrirem um torneio super convidativo e depois que um novo usuário começa a jogar e a fazer lucro, vocês bloqueiam a conta impedindo de jogar e o pior, até de sacar. Isso sim é estranho.

Pedir os documentos para validação da conta, também ok, é um procedimento padrão em outros cassinos. Agora pedir mais de 40 fotos e não liberar a conta, isso também é super estranho.

Resumindo: "venha jogar conosco, desde que você não faça lucro, pois se lucrar, iremos bloquear a sua conta"

Dear Booi Casino,

I will now set the timer for additional 7 days. Please inform us about the result of the investigation so we can proceed to resolve this case.

Thank you.

Kind regards,

Tomas

I'm still waiting, unable to play, unable to withdraw my money and without any information as to why all this is happening.

Continuo aguardando, sem poder jogar, sem poder sacar meu dinheiro e sem nenhuma informação do motivo de tudo isso estar acontecendo.

Dear @Tomas,

I kindly ask you to extend the period for our response, because we still don't have investigation results from game provider. 

Best wishes, Booi 

Their intention is to make me give up. It's already very clear. From the support service on the website, even here.

You can investigate all you want, I didn't do anything illegal. It's very clear to me that they do this with users who profit from the site. It's a casino where you're only allowed to lose. If you win, give up, you will not be able to withdraw your money.

A intenção deles é me fazer desistir. Já está muito claro. Desde o atendimento do suporte no site, até mesmo por aqui.

Podem investigar o que quanto quiserem, não fiz nada de ilegal. Está muito claro para mim que eles fazem isso com usuários que lucram no site. É um cassino onde só ´é permitido perder. Caso ganhe, desista, não vai conseguir retirar o seu dinheiro.

Hello @all,

The investigation is finished successfully, the account now is unblocked and the player can withdraw her winnings. 

Best wishes, Booi 

Thank you, Booi Casino, for providing the information.

Dear AdrianaPorto,

Could you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Yes, the account has been unlocked.

To you, Tomas, thanks for your help. If it weren't for that, I might not have been able to withdraw my money.

Booi, I had a bad experience. Apart from the tournament which was very interesting, your support has a lot to improve and you need to adapt to the Brazilian reality.

Asking for more than 50 photos to validate an account is embarrassing and your support did this to me. If the account was under investigation, it would be better to have this flagged to me in Support than to be asked to send dozens of photos. Not to mention the bad service from one of the attendants.

Sim, a conta foi desbloqueada.

A você, Tomas, obrigado pela ajuda. Se não fosse por isso, talvez eu não tivesse conseguido sacar o meu dinheiro.

A Booi, tive uma péssima experiência. Tirando o torneio que foi muito interessante, o suporte de vocês tem muito a melhorar e precisam se adaptar a realidade Brasileira.

Pedir mais de 50 fotos para validar uma conta é vergonhoso e o suporte de vocês fez isso comigo. Se a conta estava em investigação, era melhor terem me sinalizado isso no Suporte do que ficar pedindo para enviar dezenas de fotos. Sem contar o mau atendimento de um dos atendentes.

Dear AdrianaPorto,

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,

Tomas