Booi Casino - La cuenta del jugador está retrasada debido a un problema de verificación.

booi casino is accusing me of "editing" my passport photo. ive never edited any ID document ever. i need help solving this issue in order to verify my account and withdraw my win. im willing to send my passport picture. i talked to live and they just repeat the same thing over and over.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Booi Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain what picture format you used when sending the document to the casino?
• Have you provided any other documents to the casino during the verification process, other than your passport? Were these documents approved to your knowledge?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me the last document submission that was also sent to the casino previously?
• Could you please share with me your communication with the casino regarding accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Could you please explain what picture format you used when sending the document to the casino?

-its in jpg format

Have you provided any other documents to the casino during the verification process, other than your passport?

• yea proof of address (bank statement)

Were these documents approved to your knowledge?

• i dont know , i wasnt told anything other than the passport issue.

Did you achieve your current balance with the help of a bonus?

• yes and i fully wagered it. i used 100% up to 500 bonus

Could you please share with me the last document submission that was also sent to the casino previously?

yes i will email it to you

Hello davidportnoy,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for sharing the information with me.

Did you submit another photo of your passport after your discussion with support?

Have you made sure to disable any filters or other possible sources of editing when taking the photo?

Please let me know.

yes i have multiple times. still same issue

Dear davidportnoy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello davidportnoy,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Booi Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello dear @davidportnoy,

Your verification is completed successfully. Thanks for choosing Booi.

Best regards,

Dear Booi Casino representative,

thank you very much for the update. I will leave this complaint open until davidportnoy confirms his withdrawals have been paid out.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear davidportnoy,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia