The player requested withdrawals of €100 and €350. The first one was processed successfully, but for the second one he was asked to send documents to be verified. The casino didn’t accept a scanned ID picture and asked for a photograph of the ID. In the meantime, the player closed his account and the casino refused to accept an e-mail with the photograph. We rejected the complaint because the player didn't respond to our messages and questions.
Bob Casino - Player complains that his withdrawal request wasn’t processed because he closed his account.
Amount: €350
Bob Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I had recently registered and a total of 450 euros (100 and 350) commissioned a payout. The 100 euros were paid without any problems, for the 2.
Disbursement I should submit ID and account statement for verification.
I had done both and on the same day my identity card copy was not accepted because I had scanned this and you accept no scanned ID cards at Bob. An indication of this can not be found on the bobsleigh website, however, there is only "Please send us your ID card, front and back.
Only after 5 requests to the support I received the information that I should submit a cell phone photo of the ID.
Since I had annoyed me in the meantime on the bobsleigh club, I have my account blocked and in advance the payment of 350 euros in order.
Have told the support again that I would have no interest in a future participation in the game and asked for payment of the open 350 euros and sent this mail my photographed ID.
The answer from Bob:
Documents sent by mail attachment will not be accepted, I would have to do this through my account, which is impossible as I said, because I had the self-lock completed. Now again contacted the support and asked to unlock my account, and all the questions you have answered!
Now a week has passed, the account activation has not happened until today!
Warning to all casino friends: Never play at Bob Casino !!!!
Automatic translation:
Public
Public
4 years ago
Dear Gerald,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please, be informed that good casinos take the verification process very seriously, so that the winnings are sent to the right person. This is not unusual. I understand that you don’t have the option to send the photograph via your account, because you closed it. Have you tried to ask the casino to reopen your account so that you can submit the required documents?
Could you please forward to me the email or screenshots of your communication with the casino?
Thank you in advance for you reply.
Best regards,
Kristina
