The player from Norway faces a delayed verification process after her account was blocked, despite submitting the required ID and proof of address promptly. Although she provided a bank statement over a week ago for proof of payment, it remains unreviewed, causing frustration as the processing time exceeds the promised duration.
Coolbet Casino - Player’s account verification is delayed.
Amount: €455
Coolbet Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 19h 8m 44s
Case summary
4 hours ago
Public
Public
16 hours ago
Hi CasinoGuru,
I have a problem with the verification process of my account. Suddenly when I tried to log in, my account was blocked and required further verification. I do accept that casinos need to do checks on their players, but this time it has taken a long time.
Firstly I was asked to verifiy ID and proof of adress, and they were accepted swiftly. However, for proof of payment, my initial documents were declined. Then they asked for a bank statement of my ewallet. I have uploaded the statement more than one week ago, and it has not been reviewed despite being told it would take maximum 72 hours. I do not know why the processing time suddenly spiked this much. The live support has told me multiple times that it will be reviewed soon, but that has not happened. I Hope you can assist me. I feel like they try to tear me down.
My initial deposit was 250€ and my winnings were 205€ (football event).
Hopefully this case will be closed soon.
Kind regards
Linn
Public
Public
6 hours ago
Hello Linniniko,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Coolbet 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 exact 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
Casino Guru is examining the case
