Amerio Casino - プレイヤーの確認が遅れています。

I am having difficulty with the verification of my documents, especially the selfie. All my other documents were accepted by the Casino, but the photo where I have to hold my ID next to my face is supposedly not good enough, even though all my details are clearly visible in the document. Because of this, I can't make withdrawals at the Casino. Depositing is quick and doesn't require any documents, but when I want to withdraw, they ask for a ton of documents.

Estou tendo dificuldade na verificação dos meus documentos com selfie todos os outros documentos foram aceitos pelo Casino mais a foto que eu tenho que tirar alado do documento eles alegam não está boa sendo que não mesma da para ver todos os meus dados no documento e por causa disso eu não consigo fazer saques no Casino . Pra depositar e rápido e não precisa de documentos agora quando quero fazer um saque eles me pediram um monte de documentos

Dear vasconcelosjoelson46,

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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow 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 (all sides and corners need to be visible)

• Could you please share your communication with the casino? 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 to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Dear vasconcelosjoelson46,

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.