Booi Casino - La cuenta del jugador fue bloqueada.

Today, after a withdrawal request, I received a request to validate my account. So far a normal process, as I am used to playing in several casinos and it is a security procedure.

I went to the chat to understand, I sent the photo of my ID and it seems to have been accepted, although the attendant didn't make it very clear, he just asked for a selfie showing my face, the casino screen and the ID.

I waited some time to send as I was busy, and when I tried to go to the website again to attach the photo, my account is blocked. So I couldn't comply with the request?

What should I do?

Hoje, ap´ós um pedido de saque, recebi o pedido para validação da minha conta. Até então um processo normal, pois estou acostumado a jogar em vários cassinos e é um procedimento de segurança.

Fui ao chat para entender, enviei a foto da minha identidade e parece ter sido aceita, apesar do atendente não deixar muito claro isso, apenas pediu uma selfie mostrando o meu rosto, a tela do cassino e a identidade.

Esperei algum tempo para enviar, pois estava ocupado, e quando tentei acessar o site novamente para anexar a foto, minha conta está bloqueada. Com isso não pude cumprir com a solicitação?

O que eu devo fazer?

Dear phvfadel,

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 takes KYC lightly.

Did you contact the live chat in order to learn how to submit the selfie while your account is blocked? Did the live chat explain the reason why your account was blocked?

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,

Tomas

Dear phvfadel,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.