The player from Nigeria had had a problem with the account verification process at an online casino. Despite initial verification, her subsequent attempts with different identification had been rejected. After she submitted her complaint to us, the casino had contacted her and verified her identity. We had confirmed with the player that the issue had been resolved and marked the complaint as 'resolved' in our system.
Cosmobet Casino - Player's struggling with verification.
Amount: 91 ₮
Cosmobet Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
I verified my account the first time I got a win from them and was verified but when I tried to withdraw my verification was reversed and I was told they don't accept NIN slips, I got a new ID card and sumitted for approval but it was rejected because they wanted me to write all my information on a piece of paper and also take a selfie with it alongside my ID, i did that but was rejected again that the ID i used was a drivers license which was not, i resubmitted my ID and it was rejected again that they don't accept the type of ID again. This same ID that was rejected is accepted worldwide.
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3 months ago
Dear Africanblaze,
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.
Do I understand correctly that verifying your ID seems to be the only obstacle standing between you and successful verification? Have you provided any other documents to verify your account and have they all been approved?
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,
Kristina
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3 months ago
Hello Kristina,
The team just contacted me now and my identity has been verified, thank you so much.
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3 months ago
Thank you for your reply, Africanblaze. Do I understand correctly that we can now consider this case resolved?
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3 months ago
Dear Africanblaze,
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,
Kristina
Casino.Guru
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