The player from Brazil was unable to verify her account due to the system logging her out whenever she attempted to upload her documents. Despite multiple attempts, the issue persisted, and she sought an alternative verification method to process her withdrawal. The issue was resolved with the help of the casino's support team, who assisted her in completing the verification process quickly. The complaint was marked as resolved by us.
Velobet Casino - Player cannot verify account for withdrawals.
Amount: 460 R$
Velobet Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I've been trying to verify my account for days without any success. Every time I attempt to upload my documents, the system logs me out. I've tried multiple times a day but it still doesn't work. I would appreciate an alternative method to verify my account.
Automatic translation:
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3 months ago
Dear fabi232011,
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 you didn't manage to upload any of your documents?
- Have you contacted the casino about alternative verification options?
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
Translation
I was able to check with the help of support thank you
Automatic translation:
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3 months ago
Thank you for your reply, fabi232011. Do I understand correctly that this complaint has been resolved?
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3 months ago
Dear fabi232011,
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.
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3 months ago
Translation
Yes, it was solved, with the help of support. Super fast verification
Automatic translation:
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3 months ago
Dear fabi232011,
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
