I have been told to send documents that I have sent to them several times. It is about a passport photo that they say is blurry. I have sent several passport photos. I open the file and the photo is not blurry at all. It seems that they do not want to pay me my winnings.

Dear maloba010113,

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.

• Do I understand correctly that verifying your passport seems to be the only issue?
• Have you provided any other documents and have they all been approved?

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,

Kristina

They have approved my other documents I have sent to them. I have sent them many different passport photos but they have not approved any of the photos. Do you want me to send you a photo that you can look at and decide if it is blurry or not?

Thank you very much for your reply, maloba010113. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

i have send it to your mail.

Hello Kristina & maloba010113,

`I checked the player's situation and indeed all the photos of the passport uploaded have been rejected. If a photo doesn't meet our requirements it is rejected and the player is asked to provide a new photo.

In this case the player needs to take a new photo of his passport. This photo should contain the whole document, including all four corners of the passport and should be in focus with all the details visible. We recommend taking the photo in daylight for best results.

The player should then upload this new photo directly from the smartphone on which it was taken, without making any modifications to the photo - such as resizing it. This way all the photo information will be preserved.

With regards,

Nadia I.

Hello everyone,

Thank you both for your replies.

maloba010113, have you already provided the passport photo following the casino representative's instructions? Has there been any news since your last message?

i will upload it again.

Hello Kristina & maloba010113,

From what I see the photos that were uploaded were rejected as the player uploaded old photos.

Please take new photos of the document and upload them accordingly.

With regards,

Nadia I.

Dear maloba010113,

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.

I upload new photos. photo after photo. I do exactly what they tell me to do. but they still reject my photos.

Thank you very much, maloba010113, for your cooperation. I will now transfer your complaint to my colleague Pavel ([email protected]) 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, maloba010113!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello Pavel & maloba010113,

I can see that our team is still waiting to receive new photos of the player's passport and residence permit (both sides).

The photo should be taken in clear lighting conditions, should show the whole document and all the details should be in focus. Photos should be taken straight, not an angle and we require the player to upload the original, unmodified, photo taken by his device.

With regards,

Nadia I.

Thank you!

maloba010113, please, take new photos and send them to my e-mail: [email protected], so I can tell if there is anything wrong with them.

i have send to you now Pavel.

Nadia I.,

where could send player's photos of their residence permit and the travel passport? They seem to look legit and photos are in a good quality.

Hello Pavel & maloba010113,

Thank you for your reply!

The player will need to take new photos of his passport and residence permit and then upload the original files taken by his device on the Verification page on our website.

With regards,

Nadia I.

I'm sending NEW pictures of it again. Now Pavel has a way that there is nothing wrong with any of the pictures I've sent him. I hope Betmaximus doesn't deny these pictures again even though the previous pictures have had exactly the same quality as the new ones.

Hello Nadia and BetMaximus,

have your team taken a look at player's submitted photos?

Hello Pavel & maloba010113,

Thank you for your reply!

The photos the player sent on May 28th were rejected again for the same reasons as before. Player was informed via email.

With regards,

Nadia I.

Dear Nadia and BetMaximus,

these are photos which the player had sent me before. Are they any different from those that the player has submitted to the casino? If no, I do not see any reason to reject them, unless there is something I missed. Please, let me know what exactly is wrong so I can help the player to submit photos correctly.

I sent the exact same pictures to Betmaximus that I sent to you Pavel.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Pavel,

Thank you for your reply!

The photos you attached were sent to our team and were rejected as they don't meet the requirements for verification.

The photos are of low resolution and can't be accepted as such. The player needs to provide the photo taken by his smartphone or camera, without performing any modifications such as resizing the photo.

With regards,

Nadia I.

maloba010113, have you cropped the photos you sent to the casino? It really seems that they are in low resolution, however, quality is acceptable to me. However, the fact that photos may be edited, even in a way that does not change their contents may be a reason for their rejection.

I haven't done anything at all with these pictures. I took photos with my phone and sent them directly without making any changes or anything else.

Are you able to try to change the resolution of photos in camera settings or to use another device?

the pictures are not blurry as you can see.

Betmaximus complained that the pictures were blurry. They rejected it but when you said they were okay with the pictures they changed it from blurry to edited.

This is a way to delay the payment and that they don't want to pay out. They will come up with new arguments just to avoid paying.

maloba010113, I have never seen that the casino has claimed that the pictures were blurry, I believe they have previously only stated general requirements for photos, then, specified what exactly was wrong.

I do not see how practically low resolution can be a reason for not paying out the player's funds when everything in the photos is shown clearly, however, verification is very important process and we almost always accept casino's requirements for it. Low resolution may just be marked by the casino's verification tools as a non-valid photos, which would prevent them from verifying you even if they wanted. I also do not think that redoing the photos with another device or trying to set up the photo resolution in the settings is such a hard task to do, so, please, try to submit these photos in normal resolution. If you believe that they are in normal resolution, but are being compressed by casino's verification software or e-mail provider, please, make a screenshot where properties of photos are seen and send it here and we will see what we can do.

Dear maloba010113,

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.