Cobra Casino - Player struggles with address verification for withdrawal.

I have an account at Cobra Casino in my name and email (ju****a, ej**** s@hotmail.com ) and unfortunately my Brazilian bank, which is Bradesco, does not issue an address with the statement to prove the address, I reported this in the chat with several agents who told me I could attach it without this address, which I did, I contacted them by email several times asking for help and looking for a solution to this (like, for example, attaching the household account in my parents' name) but NOBODY responds, they just keep denying and denying my documents without giving me any help, the chat team says they can't assist in this part as they are not the ones who check. They keep throwing you from one side to the other without any response!

It's incredible that depositing is immensely easy, now to withdraw the minimum profit I had, they don't try to help with absolutely anything.

Dear julianasantana,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Cobra Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you tried going to the bank physically and requesting a statement that would include your name and address?

Have you tried emailing the casino's customer support and explaining your situation to them?

Could you please confirm if the casino has approved your other identity documents?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear julianasantana,

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.

I managed to send the documents and it was approved, however, after this approval (of the documents requested via CHAT, the ATTENDANT told me, they decided to ask me for another document which was the selfie! I sent it and they denied it even though it clearly stated ME and the document, it seems that every time you are closer to withdrawing, they find another reason not to let it. I asked several times to check the document via chat and they say they will request priority and no one ever advises me. Both via email.

Did you make sure that the selfie was in high resolution and that the text on the identity document was visible and fully readable? Did you take the photo in a natural light? Did the photograph fulfill all the requirements requested by the casino?

Did you receive any suggestions from the customer support as to how the selfie should be taken so that it gets accepted?

I used the same photo that every casino has already accepted me. This is the first time I've had trouble checking and I don't seem to be the only one.

The chat team just tells me to wait and says they will contact me via email.

I contacted them again via chat and they told me that the document had been verified by the team, even though it was listed as PENDING for me and the attendant assured me that I could request the withdrawal and he would notify the payments team. No response to emails asking for help.

Thank you for providing me with the update. Could you please advise if you submitted a withdrawal request as suggested by customer support?

Dear julianasantana,

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.