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Hello, good afternoon!

How are you?

I'm having verification issues with Clube Riches. They won't accept my RG, which is the official identification document in Brazil. They asked for my birth certificate, but that's not typically used once you have an RG. They also asked for a driver's license, but I don't drive and don't have one. They seem to be confusing the issue date of the RG with its validity; in Brazil, the RG doesn't expire.

Could you help me?

Thank you very much.

Olá, boa tarde!

Tudo bem?

Estou com problemas de verificação junto ao Clube Riches, pois eles não aceitam o RG que é o documento de identificação oficial de identificação no Brasil, agora me pediram certidão de nascimento, mas este, não é mais usado depois que se tira o RG, me pediram CNH (permissão de motorista), mas eu não dirijo e não tenho, eles confundem data de expedição de RG com validade, sendo que no Brasil, o RG não tem validade.

Poderiam me ajudar?

Muito obrigada

Dear marlivaleria,

Thank you very much for submitting your complaint.

I’m sorry to hear about the verification issues you’re experiencing with ClubeRiches. To help us better understand and investigate the situation, could you please provide a bit more information?

• Could you specify the exact reasons ClubeRiches provided for not accepting your RG?
• Have you submitted any other documents besides the RG and birth certificate? If so, what were they, and what was the response?
• Could you provide any communication or screenshots showing the requests and responses from ClubeRiches regarding your verification attempts? My email address is petronela.k@casino.guru.
• Are there any additional identification documents in Brazil that you could potentially provide that might be acceptable to ClubeRiches, or could you request a replacement for your birth certificate to provide it to the casino?

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,

Petronela

Dear marlivaleria,

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.

Could you specify the exact reasons given by ClubeRiches for not accepting your ID?

Did you present any documents other than your ID and birth certificate? If so, what were they and what was the response?

Yes, they don't accept ID, because they confuse the EXPEDITION DATE with the VALIDITY DATE, ID in Brazil is not valid, only the CNH (driver's license), in relation to my birth certificate it is very old, but my ID is not so old, but I have discussed countless times in the chat with them in the surport, that ID is not valid.

Could you provide some communication or screenshot showing the requests and responses from ClubeRiches regarding your verification attempts? My email address is petronela.k@casino.guru .

Yes, I can, I'll attach my complaint and the reply I received by email.

Is there any additional identification in Brazil that you can provide that would be acceptable to ClubeRiches, or could you request a replacement of your birth certificate to provide to the casino?

As I mentioned to them, in Brazil there are 3 types of document confirmation, the RG (Identity Card), which I sent them and they didn't accept it, CNH (Driver's License), which I don't have, because I don't drive, and birth certificate, which I would have to pay for a duplicate of at a new notary's office, but it doesn't even have a photo, like the proof of identity (RG).

Sorry for the delay and thank you very much for your support.

Você poderia especificar os motivos exatos apresentados pelo ClubeRiches para não aceitar seu RG?

Apresentou algum outro documento além do RG e certidão de nascimento? Em caso afirmativo, quais foram e qual foi a resposta?

Sim, eles não aceitam o RG, pois confundem data de EXPEDIÇÃO, com DATA DE VALIDADE, RG no Brasil não tem validade, somente CNH (Carteira de habilitação/motorista), em relação minha certidão de nascimento está muito antiga, mas meu RG é não é tão antigo, mas discuti inumeras vezes no chat com eles no surporte, que RG não tem validade.

Você poderia fornecer alguma comunicação ou captura de tela mostrando as solicitações e respostas do ClubeRiches em relação às suas tentativas de verificação? Meu endereço de email é petronela.k@casino.guru .

Consigo sim, vou anexar minha reclamação e a resposta que recebi por e-mail.

Há algum documento de identificação adicional no Brasil que você possa fornecer e que seja aceitável para o ClubeRiches, ou você poderia solicitar a substituição de sua certidão de nascimento para fornecê-la ao cassino?

Como mencionei para eles, no Brasil existem 3 tipos de fornecimento de confirmação de documentos, o RG que é Registro de Idendidade, qual eu enviei e não aceitaram, CNH (Carteira de Motorista), qual eu não possuo, pois não dirijo e certidão de nascimento, que eu teria que arcar com o custo de tirar uma segunda via em cartório nova, mas inclusive não tem foto, como o comprovante de identidade (RG).

Desculpem pela demora e muito obrigado pelo suporte.

Ah, the printout of the birth certificate requirement is in the first message, I had already attached it.

Ah o print da exigencia da certidão de nascimento esta na primeira mensagem, já tinha anexado.

Thank you very much, marlivaleria, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you marlivaleria for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ClubRiches Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help resolve this issue.

Thank you!

Dear Peter and marlivaleria,

Our records show that the player submitted an ID that has expired.

We await a valid document for us to continue the withdrawal validation process.

Kind regards,

Club Riches Casino Team

Thank you for the update ClubRiches Casino representative.

Dear marlivaleria, please provide a valid document so we can proceed further with the verification. Thank you in advance!

Peter,

Date of issue is when it was issued, not its validity, I've already discussed this with them.

In Brazil the RG (identity document) has no validity, EXPEDITION is the date it was issued.

So my ID is valid, only my driver's license (CNH) is valid.

Thank you.

Peter,

Data de expedição é quando foi emitido, não a validade do mesmo, já discuti com eles em relação a isso.

No Brasil o RG (documento de identidade) não tem validade, EXPEDIÇÃO é a data que o mesmo foi emitido.

Por tanto meu RG é válido, somente carteira de habilitação (CNH) tem validade.

Obrigada.

Thank you for the clarification marlivaleria.

Dear ClubRiches Casino, as the player has now explained the discrepancy in the documents would it be possible to proceed with the verification using this document? Thank you in advance!

Thank you for the clarification, marlivaleria.

We have now accepted the docs and your account is verified.

Best regards,

Club Riches Casino

Thank you for the update ClubRiches Casino representative.

Dear marlivaleria, let us know if this resolves your issue or if you require any further assistance. Thank you in advance!

Dear marlivaleria,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.