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I am currently blocked at a casino with a winnings of $ 840 left in my account. Only the deposit of $ 94 was refunded to my account. The reason is that KYC was not authenticated. I understand that KYC certification is required, so I made many inquiries to the casino for certification. The casino's response did not deal with me at all, and I received an email saying that I unilaterally blocked my account.

I will appreciate your help with this situation.

Dear 根岸,

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 your winnings have been cancelled and account blocked due to a failed account verification? Could you please confirm that you have provided all the personal documents required for the verification as soon as possible, without any delay? Have you been advised what was the exact reason not to verify your account? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Petronela,

Thank you very much for your Cooperation. I will explain in detail why the casino does not authenticate my account.

I was asked for a Latin, Greek (or English) ID, so I made a translation of my driver's license on the website and submitted it, but it was rejected. When I said I only had a Japanese ID, I was told to wait until then as the Treasury and the admin will work to complete the certification for me. Then, about two weeks after the start, I received an email saying that my account was closed.

I cannot contact the casino admin directly, and my response is always chat support. Therefore, it was not possible to share the exact situation with the casino in this regard.

Can I authenticate my Japanese ID in this situation?

Thank you for reading patiently.

Negishi

It’s sudden, but can I change the posting language to Japanese?

Hello sfaia2580,

Thank you very much for your email. I have checked the general terms and conditions, and this is what I found (here):

"11.18 In order to verify a player`s account casino management requires documents (ID, payment systems, utility bills еtc) in Latin or Cyrillic alphabet. In case a player doesn’t have an opportunity to provide documents in above-mentioned alphabets, the casino reserves the right to demand video verification where the player shows his/her documents."

Have you been given an option to pass the video verification?

No, the request from the casino only asked for Latin or Cyrillic (or English) documents, and there were no other suggestions.

I knew, as you explained, "Casino management requires Latin or Cyrillic documents (ID, payment system, utility bills, etc.)". However, as I explained earlier, when I tell you that I only have a Japanese ID, my finance department and the casino administrator will work to solve this problem (translation of documents, etc.). The account can complete the verification, so it was said that it would be okay if you waited for the report email. In response to my inquiry, everything was a response ordering this wait until I received an email to suspend my account, and there was no other suggestion.

Please give me some advice on what I should do to be certified.

I don't know the details about video verification, but I think I can do it.

いいえ、カジノからの要求はラテン文字またはキリル文字（もしくは英語）の文書を求めるだけで、それ以外の提案はありませんでした。

私はあなたが説明したように、"カジノ管理にはラテン文字またはキリル文字の文書（ID、支払いシステム、公共料金など）が必要です。"とゆうことは知っていました。しかし、先程も説明しましたが、私は日本語のIDしか持っていないことを伝えると、財務部門及びにカジノ管理者がこの問題の解決（文書の翻訳など）の為に尽力するので私のアカウントは認証を完了することができる、だからその報告のメール待っていれば大丈夫と言われていました。私の問い合わせに対して、アカウントの停止のメールが来るまで全てがこの待機を命じる返答でありそれ以外の提案はありませんでした。

私が認証を受けるためにこれから何をするべきかのアドバイスをお願いします。

ビデオ検証について私には詳細がわかりませんが、それに応じることはできると思います。

Thank you very much, sfaia2580, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) 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 sfaia2580,

I looked at your complaint and will do my best to help you. I would like to invite Beem Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Dear all,

the account has been closed due to KYC failure as customer did not provide documents in English, the deposit amount was refunded.

Kind regards,

BeemCasino Team

Dear Casino,

point 11.18 from your Terms of use says: "In case a player doesn’t have an opportunity to provide documents in above-mentioned alphabets, the casino reserves the right to demand video verification where the player shows his/her documents."

It's understandable that the player from Japan will have Japanese ID. Did you try to make a video verification?

Dear all,

Unfortunately, the video verification was on an option in this case, as the Japanese ID doesn’t give us a chance to verify the date of birth. We told the customer about international passport and we were ready to extend KYC time so he can apply for it, but we did not come to an agreement regarding such solution. So, we decided to make a full deposits refund and freeze the account as we cannot accept further deposits from the player until we can verify him.

Kind regards,

BeemCasino Team

Dear Casino,

send me evidence that you've asked him for a passport and he rejected this option. My email: viliam.v@casino.guru

Dear Villiam,

we've sent the docs via email to you.

Kind regards,

BeemCasino Team

Dear Casino,

I've received your email and here is my point of view. One of your support agents asked the player to provide "international passport or international driver's license". The agent also mentioned that he can apply for it. Well, that's ok but the player just said that he doesn't have it. He didn't say he's not willing to ask for an international passport. It's absolutely normal that people don't have passports.

At this point, you should find some way how to verify the player and not just freeze his account and refund his deposits. You still can make a video call and I'm sure you can find a way how to verify the player even though he has a Japanese ID.

Dear sfaia2580,

would you please inform us whether you could provide an international passport or driving licence in English please?

Kind regards,

BeemCasino Team

Dear Beem Casino,

As I've explained so far, I only have Japanese ID (I don't currently have a passport), so I can't provide it at this time.

However, it is possible to submit a driver's license with a translation (English). If that is not acceptable, please explain why and provide an alternative.

親愛なるBeemCasino、

これまで説明してきたように、私は日本の身分証明書しか持っていないので（現在パスポートを持っていません）、現時点では提供できません。

ただし、運転免許証を翻訳（英語）とともに提出することは可能です。 それが受け入れられない場合は、その理由の説明と代替案の提示をお願いします。

Dear sfaia2580,

please send your driver's licence to support@beemcasino.com or to our live chat. Thank you!

Kind regards,

BeemCasino Team

Dear Beem Casino,

I sent a photo of my driver's license to support@beemcasino.com, so please verify it.

親愛なるBeemCasino、

support@beemcasino.comに運転免許証の写真を送ったので検証をお願いします。

Dear sfaia2580,

unfortunately your email wasn't received by our support, may we ask to send it here and/or to Casino Guru Support please?

Kind regards,

BeemCasino Team

Dear Villiam,

Can I follow Beem Casino's suggestion and ask me to submit the documents on my behalf? If you accept this idea, I have a photo of my driver's license viliam.v@casino.guru I will send it to.

親愛なるヴィリアム、

BeemCasinoの提案に従い、私に替わり書類の提出をお願いすることはできますか？ あなたがこの考えを受け入れるならば、私は私の運転免許証の写真をviliam.v@casino.guruに送ります。

Dear sfaia2580,

sure, just follow the Casino's instructions. You can send it to me or you can upload it right into the complaint. Or you can try to send it to Casino's support once again.

If you'll decide to send it to my personal email, I'll resend it to the Casino.

Dear Villiam,

I have sent a document to viliam.v@casino.guru. Please forward the document.

Please do not hesitate to let us know if the documents are incomplete. Thank you for your cooperation.

親愛なるヴィリアム、

viliam.v@casino.guruに書類を送信しました。その書類の転送をお願いします。

書類に不備がある場合は遠慮なくお知らせください。ご協力感謝いたします。

Dear Casino,

I've just re-sent you the document provided by the player. Please, check it properly and let us know about the progress.

Dear Viliam,

our colleagues replied via email to you.

Kind regards,

BeemCasino Team

Dear Casino,

I replied to that email. I'll post my answer here and also I'd like to ask you to communicate here in the complaint:

"In the complaint you've mentioned that you didn't receive mail with his documents and now you've stated that you got it previously. Anyway, it's absolutely natural that player from Japan will have Japanese IDs. You've asked for international passport but he doesn't have it, he doesn't ignored you. It's up to you to find some solution how to verify the player. If you can't verify Japanese players then don't accept players from Japan.

Find some solution how to verify him. We don't like this kind of solution when Casino just block the account and refund his deposits.

Thank you for understanding."

Dear sfaia2580,

after a thorough investigation we have come to this solution: Casino doesn't have the capacity to verify you in the Japanese language and we recommend you to ask for an international passport, international driver's license or notary verified ID in English. Unfortunately, there is no other way for you how to verify your account and get your winnings.

Dear Beem Casino,

If I request a legal translation of my driver's license and submit it with my certificate, will my account be verified?

親愛なるBeemCasino、

運転免許証の法定翻訳を依頼して証明書と一緒に提出すれば、アカウントの認証を受け付けますか？

Dear sfaia2580,

sure, we'll do.

Kind regards,

BeemCasino Team

Dear Beem Casino,

understand. Then I will ask you to make a legal translation. However, there is of course a charge to create this. So I will ask you to confirm the accurate information again at this place.

① I can complete the account verification by submitting the legal translation of the driver's license (with certificate), right?

② And it is possible to withdraw the account balance of $ 860 as it is, isn't it?

Please reply to ① and ② respectively.

親愛なるBeemCasino、

わかりました。それでは私は法定翻訳作成の依頼をします。ただし、これを作成するためには当然料金が発生します。なのでこの場所でもう１度、正確な情報の確認をさせてもうらいます。

①私は運転免許証の法定翻訳（証明書付き）を提出すれば、アカウントの認証を完了することができますね？

②そして、そのままアカウントの残高＄860の出金をすることが可能ですね？

①と②、それぞれの返答をお願いします。

Dear sfaia2580,

answering your questions:

1. Right. Though we still recommend to issue an International passport, which will be easier. We also would accept a legal translation of your internal passport (not a driving license). Please, be aware that the translation must contain a reference to entity responsible for translation, so we can validate it.
2. In case of successful KYC passing the amount of 848 USD will be withdrawn. Your initial deposit of USD 94 was refunded already in December.

Kind regards,

BeemCasino Team

Dear Beem Casino,

We are currently working on a translation, so I think we can submit it within a few days.

I understand that an international passport is the best, but it takes time to issue a passport, so I will submit a translation of my driver's license this time. However, the document meets this requirement that "the translation must include a reference to the entity responsible for the translation".

親愛なるBeemCasino,

現在翻訳を作成中ですので、数日以内には提出できると思います。

本来は国際パスポートが1番良いことは理解していますが、パスポートの発行には時間がかかるので、今回は運転免許証の翻訳を提出します。ただし書類は"翻訳には翻訳を担当するエンティティへの参照が含まれている必要がある"この要件を満たしているものです。

Dear Casino,

is it ok if the player submits a translation of his driver's license?

Dear Viliam,

yes, it will be fine.

Kind regards,

BeemCasino Team

Dear Beem Casino,

It's been over 3 business days since I submitted the documents, but hasn't the verification been completed yet?

Please tell us the current situation once. Thank you.

親愛なるBeemCasino、

書類を提出してから３営業日以上経過していますがまだ検証が終わりませんか？

１度現在の状況を教えて下さい。よろしくお願いします。

Hello all,

we'll inform you today in several hours. Thank you!

Kind regards,

BeemCasino Team

Dear all,

documents are approved, the cashout will be made today.

Kind regards,

BeemCasino Team

Dear sfaia2580,

let me know when you'll receive your winnings, please.

Dear Beem Casino,

I haven't received any prizes yet, when will I be cashed out?

親愛なるBeemCasino、

こちらはまだ賞金を受け取っていませんが、いつキャッシュアウトされますか？

Dear Beem Casino,

It was said that it will be cashed out yesterday, but it has not been confirmed yet.

You can complete the withdrawal process without any problems today, right?

Please give me an accurate report again.

親愛なるBeemCasino、

昨日キャッシュアウトされるとのことでしたがまだ確認が取れていません。

今日は問題なく出金処理を完了できますね？

もう1度正確な報告をお願いします。

Dear Viliam,

It's been 24 hours since I was told " the cashout will be made today. " I haven't received any prizes yet, and I haven't received a response from the casino.

Would you please check with the casino on my behalf?

By the way, my receiving account is MuchBetter, so if the withdrawal process is completed, you can check it immediately.

I've put up with it for a long time, but my patience is limited to the sloppy casino response during this period.

Please help me, Viliam.

親愛なるViliam、

"the cashout will be made today."と言われてから間もなく24時間経ちますが私はまだ賞金を受け取っていません、そしてカジノからの応答もありません。

私の代わりにあなたからカジノへ確認をしてもらえませんか？

ちなみに私の受け取り口座はMuchBetterなので、出金処理が完了がしている場合はすぐに確認ができます。

これまでずいぶんと我慢してきましたが、この期に及んでまだいい加減なカジノの対応に私の我慢も限界です。

力を貸してください、Viliam。

Dear sfaia2580,

our support team contacted you about some technical questions, tell us please whether you've got the email. Thank you!

Kind regards,

BeemCasino Team

Dear sfaia2580,

the payout was made now to your btc wallet, please check it.

Kind regards,

BeemCasino Team

Dear Beem Casino,

Thank you for confirming the payment.

It took a long time this time, but I hope that the trouble will disappear from now on.

親愛なるBeemCasino、

支払いの確認できました、ありがとうございます。

今回は非常に時間がかかりましたが、これからはトラブルがなくなることを期待しています。

Dear Viliam,

We have confirmed the payment from Beem Casino, thank you for your cooperation. Thank you very much.

親愛なるViliam、

BeemCasinoからの支払いが確認できました、あなたの協力に感謝します。ありがとうございました。

Dear sfaia2580,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru