Booi Casino - Hráč se snaží dokončit ověření účtu.

Hi there,

I just can't get on with the verification at Booi. You are rejecting my Selfie + Pass + Profile Booi for the umpteenth time. You can see and read everything clearly and Booi keeps claiming that the photo is out of focus. I've tried everything possible, including another cell phone with a very good camera. As I said, everything is clearly legible. But they don't verify me because it's supposedly fuzzy. It has been going on for several weeks now.

Can you please help me, that would be great! Thanks in advance!

Many greetings

Ario

Hallo,

ich komm mit der Verifizierung bei Booi einfach nicht weiter. Sie lehnen zum x-ten Mal mein Selfie + Pass + Profil Booi ab. Man kann alles deutlich sehen und lesen und Booi behauptet immer weiter, das Foto sei unscharf. Ich habe alles Mögliche versucht, auch mit einem anderen Handy mit sehr guter Kamera. Wie gesagt, alles ist deutlich lesbar. Aber sie verifizieren mich nicht, weil es angeblich unscharf ist. Das geht nun schon mehrere Wochen so.

Könnt Ihr mir bitte helfen, das wäre super! Vielen Dank im Voraus!

Viele Grüße

Ario

Dear Ario,

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 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

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,

Petronela

Hello Petronela,

I know what the photo should look like and I also sent one to you so that you can see that everything can be clearly seen and read. I have definitely uploaded 20 different photos to Booi, but they don't want to recognize any of them in order to verify and pay out my account. Unfortunately I cannot attach a photo here so that you can see it again. But as I said, I sent one along at the beginning.

Thank you for your help! I hope you can convince Booi that the photo is perfectly fine.

Many greetings

Ario

Hallo Petronela,

ich weiß wie das Foto aussehen soll und hatte euch auch eines mit gesendet, damit ihr sehen könnt, dass wirklich alles deutlich erkennbar und zu lesen ist. Ich habe bestimmt 20 verschiedene Fotos bei Booi hochgeladen, aber keines davon wollen sie anerkennen um meinen Account zu verifizieren und auszuzahlen. Leider kann ich hier kein Foto anhängen, damit du es nochmal sehen kannst. Aber wie gesagt, ich hatte am Anfang eines mitgesendet.

Danke für deine Hilfe! Ich hoffe, du kannst Booi davon überzeugen, dass das Foto völlig in Ordnung ist.

Viele Grüße

Ario

Thank you very much, Ario, for providing all the necessary information. I will now transfer your complaint to my colleague Adam 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.

Hello Petronela,

Thanks very much!! 🙂

Warm greetings

Ario

Hallo Petronela,

vielen Dank!! 🙂

Liebe Grüße

Ario

Hello Ario,

I have reviewed your case and also the picture you sent us. I can see that, while the image may not be very high definition, all of the information can be read. I will contact the casino to see if I can help.

We would like to ask Booi Casino to join the conversation and participate in the resolution of this complaint.

Hello Ario,

Thanks for choosing Booi. I have just checked your account and it's a trifle to complete your verification.

You need to send a selfie with a larger shot and a full screenshot of your Skrill (not clipped).

With regards, Booi team

Hi there,

I've already sent so many selfies where everything can be read and seen clearly. What exactly should a larger picture be?

Skrill shouldn't be a problem. Although I was already told in the chat that only the selfie was missing, then I am verified ...

Kind regards

Ario

Hallo,

ich habe schon so viele Selfies gesendet, auf denen man alles deutlich lesen und sehen kann. Was genau soll eine größere Aufnahme sein?

Skrill sollte kein Problem sein. Obwohl man mir im Chat schon gesagt hatte, dass nur noch das Selfie fehlt, dann bin ich verifiziert ...

Mit freundlichen Grüßen

Ario

Hi Ario,

You should send a selfie with a larger shot (your face and document must be closer) and a full screenshot of your Skrill (not clipped).

With regards, Booi team

Hi there,

that means, I should upload a photo of my face + passport - without a Booi profile - and another photo of Skrill, yes?

Kind regards

Ario

Hallo,

das heißt, ich soll ein Foto von meinem Gesicht + Pass hochladen - ohne BooiProfil - und von Skrill noch ein Foto, ja?

Mit freundlichen Grüßen

Ario

Hi Ario,

Yes that's right.

With regards,

Thank you, Booi Casino, for clarifying what is required.

Dear Ario,

We would advise complying with the casino's requests at this point and hopefully, that will resolve the issue.

I will set the timer for 7 days, please keep us updated on your progress.

Hello Ario,

Has there been any development with your account verification?

Hello,

Verification passed successful and the payment has been made. 

With regards, Booi team

Thank you Booi Casino.

Dear Ario

Can you confirm that you have received your payment and the matter is resolved?

Dear Adam,

yes it's all right, i got my money.

Thank you once again for your help!! 🙂

Warm greetings

Ario

Lieber Adam,

ja, es ist alles in Ordnung, ich habe mein Geld bekommen.

Vielen Dank nochmal für eure Hilfe!! 🙂

Liebe Grüße

Ario

Hello Ario,

That's great news, I'm glad to hear that your issue got resolved.

I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Adam