Coolbet Casino - Player is facing verification process delays.

Hello, good morning, dear casino guru friends, I have never had problems with verification. I have sent several of my documents, including legal documents from the bank, but they ignore them and only constantly tell me the same thing about a PDF when it clearly says that I can also send it for a photo. from my cell phone and now they excuse themselves with the PDF file which I sent and they stop it by declining, they tell me the bank statement I sent them, they ask me for a photo of the water or electricity bill, I also attach all of it there... The key to the PDF of My account status is [hidden by Casino.Guru] thank you very much for your help since I have been like this for several days and I am a person of legal age and it has never happened to me with any other online casino betsson betano orobet among others thank you for everything

Dear eliasventocillatena, 

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. 

Could you please specify which of your verification documents were approved by the casino and which have been rejected?

Please keep in mind that when the casino asks you for documents in PDF format, it has to be an original PDF downloaded directly from your banking app or other official application, not a simple picture converted to PDF.

Could you kindly advise when was the last time you communicated with customer support regarding your verification?

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

I don't know how to send the pdf through this means, would you let me know which email to send it to and another problem is that if they have the email so they can help you if there are problems they should do it but they only say put it on the page and sometimes the page throws an error too because the previous document was invalidated and that also tells them

I want to send the information directly to you from the same bank that issues me the bank account in PDF that comes with a password and when transcribing it to remove the password it already appears as another option

Now they are telling me that they want to view the payment made by the last operation and I tell them to do it through the safetypay option which is paid by an external agent since I had no balance on my card but I have almost always made payments of that way and I have never had a problem

I also contacted safetypay and they told me that the company knows what operation code was performed since they are the recipients of the money that one issues to the company in this case to coolbet attached photo of voucher for 200 soles that was made through a third party since safetypay can be paid at any type of external agent.

It's been more than a week and a half and the area only tells me that it is still evaluating when they indicated that it was a maximum of 24 to 72 hours and until today nothing

Thank you very much, eliasventocillatena, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, it's fine, now I'm sending you everything you need

Hello, eliasventocillatena,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. However, to be honest, please note that both .pdf documents above seem to be edited/manipulated, which is strictly prohibited in all online casinos that request KYC/verification. None of the provided looks original or legitimate. One is a photo converted to a .pdf document, and the other one looks not original or legitimate, provided by the bank or payment provider. In addition, all documents are free to open, without any password. If I were you, I would definitely prepare an original bank statement from your bank/payment method provider in the requested format (.pdf), and send it to the casino or upload it in a casino section in question as you get it, in its original form.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Coolbet Casino team,

Could you please explain the player's situation in more detail? What steps should he take to complete the KYC? What documents are problematic?

Can you provide him also with instructions on how he can verify himself?

Hello, how about yes, as I told you, I have all the documents that are needed to be able to issue them to you in order to help with the validation.

It's been almost 3 weeks and they don't tell me anything or give me any reason for help to validate, I have always withdrawn with them normally, but I don't know, what will be happening in their kyc validation

Of course and I understand about the pdf but I am really an adult and I have sent it just as they have tried to help. If you need me to send you the documentation I will send it, there is no problem dear BRANISLAV, thank you for the help and I will soon can solve it

Let's first wait for the casino's response and explanation. The casino is the one that needs your documents.

Thank you for your patience and understanding.

Dear eliasventocillatena,

I was in touch with the casino representative outside the thread and was informed that the issue with your bank statement should have been sorted out. However, now the problem is allegedly some address mismatch, and the casino should have contacted you to fix it.

Can you check emails or other communication with the casino and try to solve it with the casino directly? I think that now it is only between you and the casino, and you should be able to solve it with the casino customer support.

Please let us know once there is any news or progress.

Hello dear, if the question regarding the address has already been resolved, I will wait to see that they finish and I will let you know, thank you

Great, eliasventocillatena. Good to see things moved forward.

I will wait for your updates.

Looking forward to hearing from you.

Good morning the casino, once again it was off with the response they told me 24 to 72 hours and more time has passed and nothing with them has been validated, everything was only missing a receipt that was already sent but everything is now validated I don't understand why the delay is due

Thank you for the update, eliasventocillatena. I am sorry to hear about another delay.

Anyway, since currently it looks like you should be able to solve the missing details with the casino itself, with its Customer Support, and we know that it is common and it may happen that casinos do not fully comply with their time limits for replies (understandably, due to hundreds or thousands of emails they receive daily), let's provide them with a few more business days to process your requests and provided details/documents. I do not think that the casino representative invited here would help us somehow speed up the process, and I recommend only waiting until they get back to you regarding your last communication.

Now I will set up the timer for you until the end of the next week Friday. So, please let me know once you have any news/updates or if there is any progress, or if nothing changes until Friday, inform me on Friday about it, and we will turn it to the casino again and wait for their response and explanation.

Thank you for your patience and understanding.

The casino has had my documentation in validation for more than 5 days and it still does not appear, customer service indicates that they do not know how long it will take, I sent a message to the casino support and the same as the advisor who is still under review and they told me maximum 72 hours and still nothing with oa.validacion they told you the address and the address and my bank account is validated they asked me for the voucher to make payment I have also sent them so I don't understand why they are trying to tire me out or I don't know more than one I have been waiting for this solution for a month when I normally withdrew my money before and it is the first time that with their new verification it has taken so long.

I hope you understand the discomfort it has generated and I hope you can please contact them again.

Thank you

Dear eliasventocillatena,

Since I received basically no relevant information from the casino's customer support, I contacted the casino representative who I was in contact with earlier, via Skype.

To keep track of the processing time, I am setting up the timer for the casino, and I will let you know once I have any news or updates.

It would also be great if you could try to solve the matter yourself with the casino or provide me with updates if there is any progress in the meantime.

Thank you for your patience and understanding.

Hello brasnilav, talk to the advisor and you know that they responded to me in response, whatever has to take, they don't know when it will be and that at some point they will send me by email, giving me to understand that they care nothing about their clients, as I told you, I have been struggling 1 and a half month for a validation, the worst thing is that everything is already there, they only have to review one thing that was also sent a week ago and apparently this is going to wait longer since they don't even want to give any reason about the process, My address and my bank account have not been validated or documented, the only thing missing is the last payment I made through the safetypay option through a banking agent in my country until safetypay helped me with the payment code made towards my account claiming that it was in compliance the transaction is the last thing that is missing

But if any of the requested documents/statements are missing, it is understandable that the account cannot be completely verified.

Let's wait for what I will find out from our contact representing the casino, and we will see what we can do to speed up the process.

I will inform you once I have any news or updates.

Hello, eliasventocillatena,

I received an update from the casino representative. They cannot give me more information or details due to the GDPR legislation. However, I was told that the documents you uploaded were not sufficient or did not meet the casino's requirements/conditions (so they were very likely rejected), but someone from CS should contact you soon (if they have not yet) in order to help you with some guidance.

So, please wait until the casino Customer Support contacts you with the instructions and let me know about any news or updates.

But, the casino's requests are not so difficult and we are talking about common documents online casinos request from players upon the KYC/verification process. So, please note you have to provide them with everything they request, meeting their requirements and of adequate quality. Otherwise, I am really not sure how we can help you with the issue. The casino regularly communicates with you, so you should be able to solve it with the casino. Unfortunately, there is no other option for how to proceed with the KYC/verification.

Looking forward to hearing from you.

Hello, yes I am waiting for the resolution that the casino tells me but we are on the right track

Alright, eliasventocillatena. Good to hear that you are still in contact with the casino and that things are on the right track.

Feel free to inform me about any news or updates. I will wait. However, please note it usually takes some time for the casino to respond, so it would be highly appreciated if you could provide the casino with a few business days to review the matter and contact you back.

Looking forward to hearing from you.

Hello, I have indicated to the casino that my deposit made through the safetypay option I do not have the receipt since since I made a recharge and the money arrived in my coolbet account there were no problems, I am waiting for the resolution with them

Dear eliasventocillatena,

Do I understand correctly you do not have any statement or confirmation of the deposit in question made by SafetyPay?

It does not matter whether there were no problems. You are obliged to verify all the payment methods (used for deposits and withdrawals), that they are in your name, and that you are the rightful owner of the deposited funds. We are talking about common KYC/verification process requirements.

Feel free to let me know about any news or updates. What is happening now, and what was the last communication with the casino about? What instructions did you get from the casino? What should you provide to complete the verification?

Dear eliasventocillatena,

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'm still waiting, dear ones, since they don't respond to my case. As I told you, everything is fine in my account, but the last payment made was made through safetypay, but I can't find the voucher they gave me, so for everything else I'm Well, as I told you before, I had no problems with my withdrawals. I will continue to wait a little for what the casino says, but they do not appear.

Alright, eliasventocillatena. Thank you for your response.

Feel free to let me know about any news or updates. What is happening now, and what was the last communication with the casino about? What instructions did you get from the casino? What should you provide to complete the verification?

What are we waiting for now, and what is the current issue with your disputed account, please? Are you able to withdraw your funds, or there is still a problem with the verification of the SafetyPay deposit in question, which prevents you from withdrawing?

Can you please be more specific regarding the voucher? How did you deposit using that voucher? How does it work? Can you send me an example screenshot/picture/photo or describe the process?

I already spoke with the agent and thank God they gave me a copy as I was traveling I could not ask for another receipt since as it was May date I attached the photo of the estimated Brasnilav voucher

Thank you for the update, eliasventocillatena.

However, could you read my previous post and provide me with answers to the unanswered questions?

If what happens is that you go to a bank agent and make the deposit using the safetypay option with your information, after that the money is sent to your bank account, I am just waiting for the casino to solve the problem I have already sent it, I'm just waiting for them to answer me, I'm still doing the verification but Safetypay told me that there are no problems with that transaction and that everything was in order. That's why the agent was able to give me the deposit voucher again.

Alright, eliasventocillatena.

I will wait for hot news and updates.

Looking forward to hearing from you.

Hello, how is the casino responding to my request even though I already sent everything indicated, they just need to verify but they don't respond to me, they just tell me that they don't know how long it will take

I already sent the voucher that I also sent to you but I don't know why you don't want to respond to that validation. I remain attentive to your help. Thank you very much.

Thank you for the update, eliasventocillatena.

Several days have passed since you uploaded the requested receipt/voucher so it could have moved somewhere. Do you have any news? Is there any progress, please?

If nothing changed, and the casino has not reviewed the last uploaded photo yet (or rejected it), please let me know, and I will try to contact the casino representative again.

No nothing, the casino has not yet responded to me on the issue, I'm still waiting, but they have left it there without reviewing it yet, I ask the operators and they tell me that there is still nothing new, it's a matter of them review but they seem to ignore me, I ask for help so that you can communicate with them dear Branislav, thank you

I just received the payment but they blocked my account, I don't know why, anyway I don't know what the reason for it is, thank you very much for everything Branislav and all the casino guru support for following up and solving the problem. The topic is closed

What great news, eliasventocillatena!

Thank you for the update/confirmation and for using the Casino Guru complaint resolution centre. I am very glad your issue was finally sorted out.

As the main issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As for the blocked/closed account - unfortunately, the casino has the right to close any account at any time, and without providing a reason. So, if they decided to close your account, while they paid out all the remaining balance and fulfilled all their obligations toward you, it is only up to the casino if they restore your account in the future and let you deposit/play or not. If you need more details regarding their decision, I recommend to asking the casino's Customer Support about it.

Best regards,

Branislav, Casino.guru