CampoBet Casino - Player’s KYC verification has been delayed.

Dear Team.

I am here to get your help even though I saw some previous complaints regarding the same matter on campobet.

I am basically unable to finish the KYC process, even tho I provided multiple times the documents requested ( a simple POI and POA ).

I have provided copies of my ID card and Bank statements from the biggest land based bank in malta in PDF mode as they requested however the situation is still not changed as they say I provided screenshots.

I have more than 10 years experience in Igaming and believe me I have provided documents in perfect resolution and status to speed up the process however this dodgy company keep rejecting.

They keep saying I will be nformed by email however nothing has arrived.

Let me know what evidence I have to provide to you in order to tackle this non serious company and finish this big mess for only 80 euros.

regards

Hello DomenicoPalermo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CampoBet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi,

Thanks for your reply,

The ongoing process goes up from the14th July 2024. I have provided immediately the ID and the proof of address, where the first one has been approved immediately but the proof of address has been rejected multiple time with the same excuses "the document is not a PDF format. My bank statement is coming directly from the BOV account. The last contact I had with them was on their live chat on 26/07 and they said I will receive an email. Guess what ? Nothing received.

Once again my proof of address is a genuine pdf bank statement also already approved by many other online operators.

Hello DomenicoPalermo,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

Dear DomenicoPalermo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of DomenicoPalermo. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thank you Domenico for the e-mail provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear DomenicoPalermo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite CampoBet Casino representative to join this conversation.

Dear CampoBet Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka,

We emailed you with all the information on the customer's verification process from our side.

Kind regards,

Campobet team

Hi Team.

Thanks for reopening it.

CampoBet still refusing the bank stament provided (issued by BOV Bank, the biggest financial institute of Malta, saying it has been edited)

I have just downloaded the e-statement from my personal online banking and sent them in PDF ( as it was issued ) however they keep refusing it.

I am an online gambler from years and never had such a bad experience like this. Once again, the Bank statement is legit and I can even show it to you if needed.

N.B. Campobet. paid some withdrawals already in the past without even asking for a kyc ( dont know if this info was needed)

Regards.

Dear DomenicoPalermo,

I received a further clarification regarding your verification problem from the casino.

I would like to remind you, that when you are providing a bank statement or other verification document, it is required for it to be unedited, in a requested format, and from an official source. If it has multiple pages, it is needed to be in whole.

The casino also suggested, you need to submit an Utlity bill (Gas, Electricity, Water, Internet bill, etc.) or any government-issued document issued in his name and showing your registered residential address, in pdf format.

Have you been able to submit the mentioned documents in exact form, as the casino required?

Mirka

Please find my bank statement attached.

I HAVE DOWNLOADED IT FROM MY PERSONAL ONLINE BANKING

No i dont have any other bills as they are under my wife name.

I would be more than Happy to attach the mentioned document here so you Will see It too.

Dear DomenicoPalermo,

Could you please confirm, if you have received any update regarding your verification process?

If there is still a problem with the approval of the submitted bank statement, you can send it to miroslava.d@casino.guru for review.

Thank you.