verification gone mad or is it me

asadzareef89

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okay this is the image a casino is refusing, saying its not readable and extremely small and saying its because its only 138 kb

so you all judge for me if this is too blurry and extremely small for it to be unreadable?

also when i have just uploaded it now, its actually 48kbs so quality has nothing to do with the size
 

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Tirilej

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Just use paint and make it bigger and problem solved.
It is easy to read but there must be other reasons for why they want it to be larger.
 

asadzareef89

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Just use paint and make it bigger and problem solved.
It is easy to read but there must be other reasons for why they want it to be larger.

i already did it using a snipping tool as these were with paint

but weird thing is i have never had a problem before while using paint n same kyc team approved my documents before which were same size for another one of their brands

Personally i can read it so the text is not unreadable
 

goatwack

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It's readable to most if not all and is just a minor stalling tactic. I would remove your email from this thread though! :cool:
 

Tirilej

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i already did it using a snipping tool as these were with paint

but weird thing is i have never had a problem before while using paint n same kyc team approved my documents before which were same size for another one of their brands

Personally i can read it so the text is not unreadable

What I don't understand with that screenshot is what they are using it for. The only thing they can see is that the email address are correct.
Your home address could be changed in a second.
I understand more when they asked for a screenie with the transactions you've made to this casino. Then it's relevant information.
 

asadzareef89

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What I don't understand with that screenshot is what they are using it for. The only thing they can see is that the email address are correct.
Your home address could be changed in a second.
I understand more when they asked for a screenie with the transactions you've made to this casino. Then it's relevant information.

on neteller you can't edit home address, you have to email neteller with proof of new address to change it, i know that is cuz i changed it last week as i moved houses last month

also what they wanted to see is my name and neteller id in the top right corner

and that's the only place on neteller i can find my id n name when i click my account just above sign out
 

Tirilej

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on neteller you can't edit home address, you have to email neteller with proof of new address to change it, i know that is cuz i changed it last week as i moved houses last month

also what they wanted to see is my name and neteller id in the top right corner

That was strange. I've moved several times the last years and I've changed my address by myself each time. You can also see the Edit in read next to it.
That was just a side track though. I hope you get verified soon:thumbsup:
If they have a rep then direct him to this thread. Maybe it can speed up things.
 

conker

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Some of the numbers look a little grainy, this would be typical if you have saved the image as a JPEG. You might want to possibly consider doing it again, but this time saving as a PNG. A larger image file will solve two problems - less grainy numbers and a bigger file to meet their requirements.

I am guessing they are saying the file is too small to get you to send a higher quality image. I am not going to give my opinion on the quality of the image you have posted as I imagine they have much stricter requirements then I possibly have. Remember crooks and fraudsters are the reason why standards are so high.
 

asadzareef89

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That was strange. I've moved several times the last years and I've changed my address by myself each time. You can also see the Edit in read next to it.
That was just a side track though. I hope you get verified soon:thumbsup:
If they have a rep then direct him to this thread. Maybe it can speed up things.

they do have a rep but i would rather wait for their reply now as i got each n every document okayed by support agent before uploading them

Also i dont know how you can edit the address so easily its still wont let me do it myself
 

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Tirilej

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Maybe they have changed it now since they changed their website. I haven't moved for 2 years but I guess I will find out the next time:D
 

vinylweatherman

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It's clearly not "unreadable" though, and if they can read the info they want, then it should be good enough. The PLAYER knows damn well the text is readable, so whenever they are told by a casino that they can't read the text on the image, or it's "blurry", the player is bound to see it as a stalling/no pay tactic rather than a genuine problem with the image. This then makes the casino look dodgy because it is "making up excuses" rather than making genuine concerns known.

More honesty from CS would help, if the problem is that the image is too small, even though it can be clearly seen, then say it's too small, and specify the size they want.

The trend towards overly small images could be a response to the previous BS excuse "the image is too big, make it smaller", which is what players often found themselves up against when making the clearest image they could manage, and saving it in a format where quality takes priority over compression.
 

asadzareef89

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well in the end i spent an hour or so on live chat to take screenshots up to his satisfaction and the one they accepted were of the exact same page n looked exact same except the size of that was 1mb

but to be fair to them, they approved the withdrawal an hour after the live chat session, i call it a session as it was 78 mins i spent which i thought was unnecassary
 

osulle

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well in the end i spent an hour or so on live chat to take screenshots up to his satisfaction and the one they accepted were of the exact same page n looked exact same except the size of that was 1mb

but to be fair to them, they approved the withdrawal an hour after the live chat session, i call it a session as it was 78 mins i spent which i thought was unnecassary

Was this Mr. Green by any chance? This is the kind of problem I had with them (well on of them anyway).
 

asadzareef89

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Was this Mr. Green by any chance? This is the kind of problem I had with them (well on of them anyway).

it was casinopop, weirdest thing is the same team approved the same documents for casinoland and their other whitelabels but refused for casinopop. As i was told by live chat its the same kyc team as them

But credit where its due, the live chat guy Roy went out of his way to guide me to the exact ways in which it will get approved me n also emailed me himself twice to let me know it might take up to 24 hours but then it was done within an hour

:thumbsup:Roy, u were great help
 

osulle

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it was casinopop, weirdest thing is the same team approved the same documents for casinoland and their other whitelabels but refused for casinopop. As i was told by live chat its the same kyc team as them

But credit where its due, the live chat guy Roy went out of his way to guide me to the exact ways in which it will get approved me n also emailed me himself twice to let me know it might take up to 24 hours but then it was done within an hour

:thumbsup:Roy, u were great help

Glad you got it sorted. Verification has been getting very frustrating lately I suppose.:)
 

vinylweatherman

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it was casinopop, weirdest thing is the same team approved the same documents for casinoland and their other whitelabels but refused for casinopop. As i was told by live chat its the same kyc team as them

But credit where its due, the live chat guy Roy went out of his way to guide me to the exact ways in which it will get approved me n also emailed me himself twice to let me know it might take up to 24 hours but then it was done within an hour

:thumbsup:Roy, u were great help

It sounds like they are running from a script, accept a file above a certain minimum size regardless of whether or not there really is an issue with the clarity of the text. However, players are being told "too blurry", which implies the text is impossible to read, so the obvious way to test this as a player is to view the file, and if you can read the text clearly, the obvious conclusion is the casino is stalling. The other feeble excuse is "can't open the file", yet it's been saved in one of the mainstream formats that every device should have a viewer for, such as JPEG or BMP.

Maybe 1Mb is the size to aim for, even if this means making the file unnecessarily large in terms of clarity of the image. However, this is also dangerously close to the kind of size that can upset some email systems, which leads to the "didn't receive your documents" runaroud.

It would be much easier if casinos published a detailed guide of the minimum requirements for accepting an image for KYC so that players are not sent in endless circles creating and sending numerous files, all of which get rejected.

An even odder issue is that the SAME KYC team, operating to the SAME standards, accepted this file at all the sister sites, and then all of a sudden it was "too blurry" to be accepted at one of these sites.
 

JaneAir

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Jan 18, 2016
Location
Germany
oh...I have never faced such problem=\ honestly speaking, with verification I had some, but not such) Have you solved it?
 
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