BookMaker Casino - O jogador enfrenta um problema de verificação.

I started betting at the bookmaker, I made some money and went to make my first withdrawal and I found that my cell phone number was wrong, because I had repeated the DD +55 twice and to withdraw I need a verification by cell phone, so I went to the support and I was soon recommended to change the cell phone withdrawal verification to email. They asked me for a photo holding a paper with the date of the day and then to fill out the form and so I did. It's been 1 week and nothing, support says it has no information about these cases and no deadline and now my withdrawal is blocked by pending documents. Help me please

Comecei a apostar na bookmaker, fiz um dinheiro e fui realizar meu primeiro saque e me deparei que meu número de celular estava errado, pois tinha repetido o DD +55 duas vezes e para sacar precisa de uma verificação pelo celular, então fui no suporte e logo me recomendaram alterar a verificação de saque de celular para email. Me pediram uma foto segurando um papel com a data do dia e depois para preencher o formulário e assim eu fiz. Já se passou 1 semana e nada, o suporte fala que não tem informações sobre esses casos e nem prazo e agora meu saque está bloqueado por documentos pendentes. Me ajudem por favor

Dear patasonar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you managed to change the verification by phone to verification by email? Or does the casino support have to do this for you?

Did the casino request any other documents to verify your identity?

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

Best regards,

Kristina

I couldn't change mobile verification to email, the casino has to change it for me.

The casino only asked me to send a photo holding a paper with the date of the day and photos of my ID to the email kyc@bookmaker.eu, which I forgot to mention.

Não consegui mudar a verificação de celular para e-mail, o cassino que tem que mudar para mim.

O cassino me pediu somente para enviar uma foto segurando um papel com a data do dia e fotos da minha identidade para o e-mail kyc@bookmaker.eu, que esqueci de citar.

Thank you very much for your reply, patasonar. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I already sent all the prints by email.

Já enviei todos os prints pelo e-mail.

Thank you very much, patasonar, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@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 patasonar,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear BookMaker Casino,

Can you please provide an update on the status of the player verification?

Thank you.

Kind regards,

Tomas

They even replied to me by email saying that they would make an effort to verify my documents in 24-48 hours on the 25th, it's already the 27th and nothing.

Chegaram a me responder por e-mail dizendo que iriam se esforçar para verificar meus documentos em 24-48h dia 25, já é dia 27 e nada.

After a long 20 days I got verified, thanks for the help.

Depois de longos 20 dias fui verificado, obrigado pela ajuda.

Dear patasonar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas