CampoBet Casino SE - The player struggles to verify his account.

Requested withdrawal on January 8 of campobet and found out that kyc requested extra verification in addition to bank id. Submitted about 20 documents now for almost 2 months and get a reply from kyc if I'm lucky every 10 days. Constantly asking for more documents that are not relevant but still I have provided it. Then there is silence for several days before more documents are sent. I have never experienced more nonchalant customer service than this, customer service is totally uninterested in solving the problems. They do not respond to emails, even though I sent a complaint it has not been followed up, live chat cannot answer questions. No one at campobet can answer. The next step must be ARN and tip the gambling inspection. Recommends no one to play at campobet!

Hello haampus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CampoBet Casino SE. 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 speak 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

I made contact on January 8 and sent in the first documents the same day. Then I received a reply on January 14 that they were required in pdf. Pdf was sent back the same day. Since then it has taken 10 days between the emails and more documents were sent in in pdf format. As far as I know all the documents are supposed to have been approved but then they started again with documents I already submitted and questioning transfers between my own accounts which have already been explained. Even accounts that are not used for deposits or withdrawals were requested. They have also requested profits from other casinos. The last time I spoke to the casino was 11 days ago on 12/2. Then they questioned my transfers I have from my account to my other accounts and wanted names and so on visible. But transfer within my own account and bank is only called mobile transfer and implies more can be disclosed about it. Since then it has been quiet for 11 days.

Thank you haampus for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear haampus,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear CampoBet Casino SE,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good day,

Thank you for reaching out.

Please note that we are looking into the circumstances of the case and will reply in due course and once we will collect all relevant information.

We kindly request that you remain patient as we endeavour to respond as soon as possible.

Sincerely,

CampoBet.SE

Dear CampoBet Casino SE,

Thank you for your response and the information provided. Please keep us updated regarding the matter.

I am looking forward to your response.

Kind regards,

Stefan

Hello casino guro and Stefan, today I received an email 24 days after the last submitted document by campobet, telling me that my account was closed due to something based on documentation, that the requirements were not met to complete the KYC verification process? I was paid all the money at once! .

I'm still logged in with a bank ID and I've probably sent in more than 20 documents for everything they asked me for, so I don't understand their reasoning for this. I had still asked to close my account as soon as this had been resolved so win win for both then.

I think that even if the problem can be solved, the assessment of campobet should be changed so that more people don't end up in their own fabricated bureaucracy. You should have a big thank you for the help, that you take the time to help someone and that you feel heard by you.

Dear Team,

Thank you for your patience.

As confirmed by the customer, we have processed the payment of the balance. The account, however, remains closed as it did not pass the verification procedure.

We always do our best to improve our service and the customer's feedback is greatly appreciated. Please feel free to contact us if you have any questions.

Sincerely,

CampoBet.SE

Dear haampus,

Thank you for your response and the information provided.

Could you please confirm if you have received your whole balance?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan.

I confirm that I have received the full balance paid.

Dear haampus,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan