Olimpo.Bet Casino - La cuenta del jugador ha sido cerrada debido a problemas de verificación.

I created my account with Olimpo.bet from Peru and played without any issues until it came time for verification.

They requested my ID + a selfie with my ID.

I sent it on multiple occasions, but my attempts were rejected.

Unfortunately, the average user doesn't have a professional camera to meet the expectations they demand. I took photos with a mid-range cell phone that were clear, but it wasn't enough for them. Very particular.

I tried to clarify the photo using a cell phone filter, and to them, it was considered an edited image. Without much reason, they closed my account, without even giving the option to resubmit for verification.

They should be more flexible with the verification process.

The photos I attached were completely legible.

I request that you allow me to resubmit my photos, reopen my account, and let me withdraw my funds.

I need support.

My complaint is strengthened because I saw other users who were verified with worse photos and even errors in their names and surnames and they were validated without issue.

There is no consistency between one user and another.

I also play with other companies, and I haven’t had any issues. This is the only one that has caused me significant harm for quite some time.

Since I no longer have access to my account, I don't have any screenshots, just email communication.

I request to be allowed to verify my account and be given the chance to improve my photos. They shouldn't judge or discriminate against the quality of my photos because I have a basic cell phone and then take away my balance.

Very bad experience.

CREE MI CUENTA , DE OLIMPO.BET DESDE PERU , JUGE SIN PROBLEMAS Y AL MOMENTO DE VERIFICAR .

SOLICITAN DNI + SELFIE CON DNI.

ENVIE EN REITERADAS OCASIONES LAS CUALES LAS RECHAZABAN ,

LASTIMOSAMENTE UN USUARIO NORMAL NO TIENE UNA CAMARA PROFESIONAL , PARA CUMPLIR LAS ESPECTATIVAS QUE SOLICITAN . TOME FOTOS CON UN CELULAR GAMA MEDIA , LAS FOTOS ERAN NITIDAS , PERO LASTIMOSAMENTE , PARA ELLOS NO ERA SUFICIENTE . MUY EXQUISITOS .

TRATE DE ACLARAR LA FOTO CON FILTRO DE CELULAR , Y PARA ELLOS ES UNA IMAGEN EDITADA , Y SIN MOTIVO MAYOR CERRARON MI CUENTA Y SIN OPCION DE PONER POR LO MENOS DAR CHANCE DE PODER VOLVER A VERIFICAR LA CUENTA.

DEVERIAN SER MAS FLEXIBLES CON LA VERIFICACION.

LAS FOTOS QUE SE ADJUNTARON ERAN TOTALMENTE LEGIBLES.

SOLICITO QUE ME DEJEN VOLVER A SUBIR MIS FOTOS , Y ME REABRAN LA CUENTA Y ME DEJEN RETIRAR LOS DINEROS.

SOLICITO APOYO .

MI QUEJA ESTA FORTALECIDA , PORQUE VI OTROS USUARIOS QUE FUERON VALIDADOS , CON FOTOS PEORES Y HASTA CON ERRORES EN EL NOMBRE Y APELLIDO Y LES VALIDARON SIN PROBLEMA.

ENTONCES NO TIENEN COHERENCIA ENTRE UNO Y OTRO USUARIO.

YO TAMBIEN JUEGO EN OTRAS EMPRESAS, Y NO TENGO NINGUN PROBLEMA ES EL UNICO . QUE ME PERJUDICO YA BASTANTE TIEMPO

AL NO TENER YA ACCESO A MI CUENTA , NO TENGO CAPTURAS DE PANTALLA. SOLO LA COMUNICACION POR CORREO.

SOLICITO QUE SE ME PERMITE VALIDAR MI CUENTA Y DAR OPCION A MEJORAR MIS FOTOS. NO PUEDEN JUZGAR O DISCRIMINAR LA CALIDAD DE MIS FOTOS POR TENER UN CELULAR BASICO . Y QUITARME MI SALDO DE DINERO.

MUY MALA EXPERIENCIA.

Dear magnuscompanysac,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you made any successful withdrawals before? 

Did you accumulate your winnings with or without an active bonus?

Could you please share the photos you provided to the casino?

Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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, 

Dominika

GOOD MORNING DOMINIKA, THANK YOU FOR THE ATTENTION.

Have you made any successful withdrawals before? - YOU CANNOT MAKE ANY WITHDRAWALS -

Did you accumulate your winnings with or without an active bonus? - WITHOUT BONUS - EVERYTHING WAS PLAYED WITH REAL MONEY.

Could you please share the photos you provided to the casino? - I WILL ATTACH THE PHOTOS.

Could you share your communication with the casino - THE COMMUNICATIONS WERE ALWAYS THE SAME THAT FOR THEM MY PHOTOS ARE NOT SUFFICIENT FOR VERIFICATION, BUT IN THIS CASE THEY SHOULD CONTINUE TO ALLOW ME TO UPLOAD PHOTOS, NOT CLOSE MY ACCOUNT.

THAT IS MY COMPLAINT. THAT MY PHOTOS ARE NOT SHARP ETC. COULD YOU GIVE ME ADVICE ON IMPROVING THE PHOTOS, OR ADDITIONAL DOCUMENTS THAT I HAVE NO PROBLEMS WITH ATTACHING.

BUT THEY CLOSED MY ACCOUNT AND I NO LONGER HAVE COMMUNICATION.

ACTUALLY MY PHOTOS ARE OF LOW QUALITY, BUT AT LEAST THEY COULD GIVE ME THE CHANCE TO IMPROVE THEM, OR REQUEST EXTRA DOCUMENTS. DO NOT CLOSE MY ACCOUNT WITH ALL MY MONEY.

SOMETHING TOTALLY UNFAIR.

BUENOS DIAS DOMINIKA AGRADECIDO POR LA ATENCION.

¿Has realizado algún retiro exitoso anteriormente? - NO PUEDE REALIZAR NINGUN RETIRO -

¿Acumulaste tus ganancias con o sin bono activo? - SIN BONO - TODO SE JUGO CON DINERO REAL.

¿Podrías compartir las fotos que proporcionaste al casino? - ADJUNTARE LAS FOTOS.

¿Podrías compartir tu comunicación con el casino - LAS COMUNICACIONES SIEMPRE FUERON LAS MISMAS QUE PARA ELLOS MIS FOTOS NO SON SUFICIENTES PARA LA VERIFICACION , PERO EN ESTE CASO DEVERIAN SEGUIR PERMITIENDOME SUBIR FOTOS , NO CERRARME LA CUENTA.

ESE ES MI QUEJA. QUE ASI MIS FOTOS NO SEAN NITIDAS ETC . PODRIAN DARME CONSEJOS DE MEJORAR LAS FOTOS , O DOCUMENTOS ADICIONALES NO TENGO PROBLEMAS CON ADJUNTAR.

PERO ME CERRARON LA CUENTA Y YA NO TENGO COMUNICACION.

EFECTIVAMENTE MIS FOTOS SI MIS FOTOS SON DE BAJA CALIDAD , PERO POR LO MENOS PODRIAN DARME LA CHANCE DE MEJORAR , O SOLICITAR DOCUMENTOS EXTRAS. NO CERRARME LA CUENTA CON TODO MI DINERO.

ALGO TOTALMENTE INJUSTO.

Dear magnuscompanysac, thank you for the information provided.

Did you make deposits using payment methods registered in your name?

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

GOOD AFTERNOON DOMINIKA - ALL REFILLS WERE MADE FROM MY CELL PHONE APP - INTERBANK ACCOUNT.

IN PERU

AND NO RELATIVE OF MINE HAS A VPN ACCOUNT. OR BEADS ON OLYMPUS.

I AM AN ONLY CHILD I HAVE NO BROTHERS.

AND MY PARENTS ARE ELDERLY ADULTS.

I CREATED MY ACCOUNT FROM MY CELL PHONE WITH MY OWN INTERNET DATA.

HERE THE DETAIL ACCORDING TO OLIMPO.BET IS THAT THEY DO NOT ACCEPT MY VERIFICATION. FOR THE ISSUE OF MY DATA AND MY BLURRED ID, AND BECAUSE I REGISTERED THE FIRST NAME.

THEN IN THE FOLLOWING WEEKS, IN FORUMS IN PERU, I SAW THAT MANY PEOPLE VERIFIED THEM WITH MUCH WORSE PHOTOS AND EVEN RECORDED THE SECOND NAME.

THEN THE VERIFICATION DEPARTMENT HAS NO CRITERIA TO QUALIFY.

SOME ACCEPT AND OTHERS REJECT.

PLEASE ASK OLIMPO.BET TO ALLOW US TO VERIFY ONE MORE TIME. GIVE US ACCESS TO THE ACCOUNT.

AND I ALREADY HAVE AN IPHONE 16 PRO MAX TO TAKE HIGH QUALITY PHOTOS.

Thank you very much, magnuscompanysac, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you magnuscompanysac for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Olimpo.Bet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The regulator which is Curacao Gaming Control Board (https://www.gamingcontrolcuracao.org/contact) states that it won't handle individual disputes between players and operators but if you would like to try to contact them here's the link. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter