Herake Casino - Документите на играча за проверка на KYC продължават да се отхвърлят.

The casino is not accepting my documents for the KYC verification process.

I provided both my Russian Federation passport and my driver's license.

They rejected both documents and are demanding an international (foreign) passport, which I do not have!

They claim these are the rules for KYC verification for Russian citizens, which puts me in a difficult position.

I don't know what to do!

The KYC policy rules do not state that I need to provide only an international (foreign) passport! If it was written like that, I wouldn't have registered or made a deposit!

Support insists that they are following European regulations...

Throughout Europe, a driver's license is considered a valid proof of identity!

Yet they simply refused to accept it...

Казино не принимает мои документы для проверки KYC.

Я предоставил и Паспорт Российской Федерации и водительское удостоверение.

оба этих документа они отклонили и требуют от меня Заграничный(международный) паспорт, которого у меня нет!!

они утверждают что эти правила прохождения Kyc проверки для граждан России! тем самым ставят меня в тупик.

я не знаю что мне делать!

В правилах Kyc политики не указано что я должен предоставить только Заграничный(международный) международный паспорт!! если бы там было так написано, я бы у них не регистрировался и не вносил депозит!

Поддержка утверждает, что тем самым они поддерживают Европейские правила....

Во всей Европе водительское удостоверения является документом подтверждающее личность!!

На что они просто отказались его принимать...

Dear Timoshkin,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the communication between you and the casino customer support regarding the documents needed for your verification? My email address is veronika.l@casino.guru.

Could you please advise if you provided any other documents apart from your passport and driving license? If you did, could you please specify when you sent the last one? Has any of your documents 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, 

Veronika

I sent you emails from support....

I sent them a photo of my passport and a photo of my driver's license...

on the passport photo they replied that they could not verify it since it was written in Russian...

I sent them a driver’s license where it is written in both Russian and English (international driver’s license)...to which they replied that to verify users from Russia only a foreign passport (international passport)

None of the documents were approved for me!

я переслал вам на почту сообщения от поддержки....

я отправлял им фото паспорта и фото водительского удостоверения...

на фото паспорта они ответили что не могут верифицировать так как написано на русском языке...

я им отправлял водительское удостоверение где написано и на русском и на английском ( водительское удостоверение международного образца).....на что они ответили что для верификации пользователей из России только заграничный (международный паспорт)

ни один из документов мне не одобрили!

in the last message they said that they blocked my account due to the fact that I did not provide the necessary documents.

and that the decision is final until I provide a foreign passport

в последнем сообщении они сообщили что заблокировали мой аккаунт из-за того что я не предоставил нужных документов.

и что решение это окончательное до того момента пока я не предоставлю заграничный паспорт

Do I understand correctly that your personal information is written in both the Cyrillic and Latin alphabet on your driver's license? Did you register in the casino using the Latin alphabet or the Cyrillic alphabet?

Have you inquired with the casino if it would be possible to have your passport information officially translated and stamped? Would such a solution be acceptable to them?

Dear Timoshkin,

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.

Yes, the driver’s license has both Cyrillic and Latin alphabet

I did not enter any data on the site, the casino did not require it!

nickname and username in English

I didn’t ask for the translation of the Passport, because if they don’t accept a driver’s license that is already in Cyrillic and Latin, then what kind of translation can we talk about?

Да, на водительском удостоверении и кириллица и латиница

Я не вводил никаких данных на сайте, казино не требовало!

никнейм и юзернейм на английском языке

за перевод Паспорта я не спрашивал, поскольку если они не принимают водитеское удостоверение которое уже на кириллице и латинице то о каком переводе может идти речь

I applied for a foreign passport... the deadline for receiving it is unknown yet...

I’m fundamentally interested in whether they will give the money back if they even provide a foreign passport

or is it just dust in the eyes and in fact they take money under the pretext of a passport...

and even if I provide them with a passport in 1-2 months, what other document will they want to see from me??? Schengen visa??

it’s so absurd that it’s hard to wrap my head around it... and this is only the first document... they’ll still want to check the address or something like that🤦🏼‍♂️

Я подал заявление на получение заграничного паспорт…срок получения неизвестен пока что…

мне принципиально интересно отдадут ли они деньги если им даже загран паспорт предоставить

или это только пыль в глаза и на самом деле они забирают деньги под предлогом паспорта…

и если даже им паспорт предоставлю через 1-2 месяца , какой ещё документ они захотят у меня увидеть???шенгенскую визу??

это насколько абсурдно, что в голове не укладывается…и это только первый документ…они по любому захотят ещё проверить адрес или что то в этом роде🤦🏼‍♂️

Thank you very much, Timoshkin, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Timoshkin,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Herake Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Herake Casino,

Could you please provide detailed information about this case and explain the reasons why the domestic RF passport was rejected as a verification document?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Timoshkin,

According to the information I received from the casino representative outside of this thread, I regret to inform you that, since your issue is primarily related to the sports betting section of Herake Casino, we are unable to provide the necessary assistance in this case. Unfortunately, we do not currently have a dedicated department to address issues related to sports betting, and therefore, we are unable to offer the expert perspective needed to conduct a thorough and detailed investigation of your case.

If you have any further questions or discrepancies, or encounter any issues with this or any other casino, please do not hesitate to contact us again.

Thank you for your understanding.

Best Regards,

Kubo