Cosmobet Casino - Player from the United Kingdom has delayed withdrawal due to verification issues.

Verification and withdrawal issues.Hi I have my bank card and my address has been verified, but when I sent drivers license which is a government issued ID , I was told they accepte drivers license then I send my passport and I got mail back stating it’s not clear or damaged I have sent it again and made sure it’s clear, still not accepted now they want a selfie with my documents and a paper with date / name / and casino name , which I have sent it pretty sure It will come back as rejected again I have a large sum of amount to be withdrawn please help thanks

Dear 0m4rathar, 

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. 

Have you made sure that you uploaded your photographs in high quality, good resolution, and with legible text?

Have you taken a well-lit selfie and are your documents readable in the photographs?

Did the casino give you any suggestions on how to make the photographs better so that they would be accepted?

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

Hi Veronica thanks for getting back to my complain, I can confirm that the account is verified now got verified this morning, I have £65000 to withdraw I have made a withdrawal of 7500 which max per withdrawal waiting for it to be processed,and I have read the terms it’s says I can only with 15000 per month its gona take 0ver 4 month to get the fund is there anything you can do to get the funds any sooner help please thanks in advance

I'm sorry but it is up to the casino to decide the withdrawal limits for each month. We cannot compel the casinos to increase their withdrawal limits or pay the players sooner.

Please let me know if there is anything else we can assist you with or if this complaint may be closed.

Dear 0m4rathar,

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.