CampoBet Casino - Player struggles with a delayed withdrawal.

Hello, the casino has not sent me my money even though I have completed the required verifications. They asked me for proof from a bill, but I don't have any bills yet, so I provided proof of my residence from the Digital and Population Information Agency's website.

Dear OliverViitanen, 

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 take KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that you have a problem with your proof of address?

When exactly did you send the proof of your residence to the casino for verification?

Do you have any other official documents available that contain your name and your address (phone bills, internet bills, etc.)?

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, 

Veronika

Hello, I don't have any invoices or it is possible to get another certificate, I put a certificate of residence from digi and the website of the population office and it should be a very valid certificate for that. They should have given me the money many weeks ago, at least they promised. I sent them a certificate of my residence on Wednesday of last week because they did not accept the certificate from the tax certificate because it was more than 3 months old.

They said that my account has been verified and they are waiting for the approval of the fund side to repatriate my money. Now they started asking for more documents, they now need a bank statement even though there was no talk of it before. It's now been a month since they closed my account and my money should have come a long time ago.

Thank you for keeping me updated. Could you please specify the reason why the casino blocked your account?

Have you sent the requested bank statement to the casino? Before the casino can process your withdrawal, they may need you to provide your bank statement to verify your identity. This is a standard procedure, and it helps the casino ensure that the deposits you made were sent from a payment method that belongs to you.

I have sent them a statement and they froze my account because I asked them to block me from playing so I can't lose my winnings.

Thank you for the clarification. Before we proceed with the investigation, please forward me all the communication between you and the casino regarding your verification and the suspension of your account. Include emails, chat transcripts, and screenshots. My email address is veronika.l@casino.guru. Thank you.

The casino sent me all my money thanks

Dear OliverViitanen,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika 

Casino.Guru