The player from Germany had experienced difficulties with the verification process at Velobet Casino. He had been asked to provide various documents, including his ID card, bank card photos, and a recent bank statement. However, the casino's requests had kept changing, eventually asking for a bank statement for May 2024, which the player was unable to provide as it was not yet available. The casino had also requested video verification, which the player found unnecessary as his identity had already been confirmed. Despite his frustrations, the player had complied with all requests. After submitting all the requested documents and video, the player reported that the verification had been successful and his payout had been processed. We had marked the complaint as resolved.
Velobet Casino - Player faces trouble with bank account verification.
Amount: €500
Velobet Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
I would like to share my current issue with the online casino, as I'm hoping someone might be able to assist me. After generating a win, I was asked to verify my bank account. Unfortunately, this process has proven more challenging than expected.
Initially, I submitted photos of both the front and back of my bank card. However, these were rejected. Consequently, I took sharper photos and submitted them, but these were also rejected. I was then informed that I should provide a bank statement not older than three months. I submitted my April 2024 statement and once again sent photos of my bank card.
Now I have received another email, this time requesting a bank statement from May. This poses a problem for me, as I won't receive this statement until next month.
I'm not sure how to proceed, as I don't have the option of providing a May bank statement. I hope that someone here can help me or can share similar experiences.
Thank you in advance for any support.
Best regards,
Chris
Hello Robhood,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet 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?
Looking forward to your answer.
Regards,
Nick
Hello, the verification process has been running since yesterday, May 10, 2024. I submitted my ID card + selfie, which was successful. Only the photos of my bank card were rejected as described. I then sent 2 more photos of the front and back in sharp resolution. This was then rejected again.
I was then told to provide a bank statement that was no more than three months old. I then submitted my bank statement from April 2024 and again sent photos of my bank card.
However, I have now received another email asking me to send a bank statement from May, which is a problem for me as I will not receive it until next month.
I then sent an email saying that unfortunately it is not possible to send a bank statement for May 2024 because I will not receive it until next month.
Now I received a reply at 7 p.m. with the following content (translated into German): "I hope you like this email.
For security reasons, please provide video verification.
It must be taken with the front camera in selfie mode, holding your phone in one hand and an identity document with paper on which you write the current date, your full name, the name of our website and your username here in another.
In the video, please read the written information in English."
I don't really understand why I have to prove my identity again, which has nothing to do with my bank account.
Nevertheless, I complied and created and sent a video as requested. It remains to be seen, but I can imagine that I will receive another email and that something will not be right again and that things will be made difficult for me.
I have the feeling that they want to unnecessarily drag out my verification and payout
Here are all the emails attached one after the other as screenshots.
Hello, the verification has now worked and the money has been paid out. Thanks for the help!
Dear Robhood,
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
