The player from the United Kingdom could not withdraw money because the casino would not accept a citizen card as ID, despite being told it would be accepted. Multiple emails to the casino went unanswered, and the player did not have a passport. The issue was resolved when the casino manually verified her identity.
Cosmobet Casino - Player’s withdrawal delayed due to ID verification issues.
Amount: £1,500
Cosmobet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
I was told on the chat that citizen card is accepted as id but it will not accept it. I have emailed several times and no response. I do not have a passport.
Public
Public
2 months ago
Hello ald992,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cosmobet 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 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
Public
Public
2 months ago
Dear ald992,
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,
Casino.Guru
