Pokerbet Casino - Der Spieler hat Schwierigkeiten, die Kontoüberprüfung abzuschließen.

Good afternoon,

1. I made the 100 registration free spins, wagered and ended up worth 200 euros.
2. To verify the data, a passport, driver's license or citizen's card is required.
3. I gave my citizen card which has expired but which is still valid, due to Covid-19, until December 31, 2021 as indicated on the Portuguese government website (https://eportugal.gov.pt/noticias/ validity-of-citizen-card-and-other-documents-extended-until-december-31).
4. They say it is a problem because it is not valid although it has exposed the current status of Covid-19, including the Portuguese government website where this information is found.
5. Despite all this, the driver's license is valid (although they say that it is not used to verify that, also, it goes against the information that the casino provides in the document verification part.
6. Even not accepting a driving license, they can use it to verify that it is the same person on the citizen card that is valid as indicated by the government.
7. They transferred my case to a more specialized department that will contact me via email. Nevertheless, I would like your help regarding the validity of the citizen's card (which is valid until December 31, 2021.
8. I don't want to forget to mention that I was going to give a good score to this casino, although some games don't work for the bonus, everything went well and they always responded (although we didn't understand each other).

Boa tarde,

1. Fiz as 100 jogadas grátis de registo, fiz o wagering e acabei no valor de 200 euros.
2. Para verificar os dados é necessário o passaporte, carta de condução ou cartão de cidadão.
3. Dei o meu cartão de cidadão que já passou a validade mas que ainda se encontra válido, devido ao Covid-19, até 31 de Dezembro de 2021 conforme indica no site do governo português (https://eportugal.gov.pt/noticias/validade-do-cartao-de-cidadao-e-outros-documentos-alargada-ate-31-de-dezembro).
4. Dizem ser um problema por não estar válido embora tenha exposto a situação atual do Covid-19, incluindo o site do governo português onde esta informação se encontra.
5. Apesar de tudo isto, a carta de condução está válida (embora digam que não serve para verificar que, também, vai contra a informação que o casino disponibiliza na parte de verificação de documentos.
6. Mesmo não aceitando a carta de condução, podem usá-la para verificar que é a mesma pessoa do cartão de cidadão que está válido conforme indicação do governo.
7. Passaram o meu caso para um departamento mais especializado que me irá contactar via e-mail. Não obstante, gostaria da vossa ajuda relativamente à validade do cartão de cidadão (que se encontra válido até 31 de Dezembro de 2021.
8. Não quero deixar de mencionar que ia dar uma boa pontuação a este casino, apesar de alguns jogos não funcionarem para o bónus, correu tudo bem e responderam sempre (apesar de não nos entendermos).

Dear Carlos,

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.

Do I understand correctly that providing another picture ID seems to be the obstacle standing between you and your winnings?

Meanwhile, I have checked the eportugal.gov.pt website, and this is what I found (here):

"DOCUMENTS THAT EXPIRED AFTER 24 FEBRUARY WILL REMAIN VALID UNTIL 31 DECEMBER 2021

The portuguese government has decreed that documents that expire after 24 February 2020 will remain valid until 31 December 2021, for all legal purposes.

This applies to:

Citizen Card (Cartão de Cidadão)

ADSE family beneficiary card

Certificates

Documents and visas related to the stay in national territory."

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Exactly, according to the Portuguese government, my citizen card is valid and ready for verification. In addition to that, I sent the driver's license as an extra document just to reinforce that the identity was valid.

Would they be able to help me in any way? I tried to explain the situation as best as possible but they still resist the idea that my id is valid

Exatamente, de acordo com o governo português, o meu cartão de cidadão está válido e apto para verificação. Para além de que, enviei a carta de condução como documento extra apenas para reforçar que a identidade era válida.

Será que me conseguiriam ajudar de alguma maneira? Tentei explicar a situação o melhor possível mas eles ainda resistem a ideia que o meu id é válido

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

Thanks. So I await feedback from your colleague Andrej.

Obrigado. Aguardo, então, feedback do seu colega Andrej.

Dear Carlos,

I’m sorry to hear about your problem. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Poker Match Casino to join this conversation.

Dear Poker Match Casino team,

Since the validity of the document Carlos provided has been officially extended, could you please explain why it was still deemed expired? If there’s a reason, can you please suggest a viable solution to this issue?

Dear, Carlos,

Your account has already been verified. Your withdrawal request will be processed within 24 hours.

We do not accept a driver’s license nor any expired documents for the account verification. That’s why your documents have been rejected first. After you provided additional information from the Portuguese government website, we examined this special case and accepted your citizen’s card for the verification.

Thank you for choosing PokerMatch.

Thanks me for all the help given. I would like to give feedback from the Casino online chat support which has always been helpful and responsive.

Obrigada eu por toda a ajuda prestada. Gostaria de dar um feedback do suporte no chat online do Casino que foi sempre prestável e de rápida resposta.

Thank you, PokerMatch Casino, for your understanding.

Dear Carlos,

Could you please let us know if we can consider the issue to be resolved?

Dear Carlos,

Thank you for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint 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.

Best regards,

Andrej, Casino.guru