Velobet Casino - Player faces verification issues.

Hello,

I signed up for Casino Velobet last week, and deposited 25 Euros, took a 150% bonus, and started playing with 62.5 Euros. I submitted my documents for verification on the same day. Nothing happened for 2 days, and then on Friday, March 1, I managed to turn over some money and wanted to withdraw, but I was told that I had to verify first. OK, I sent everything required, received no response for 24 hours, then I was told that the other side of my ID document was missing. After another 24 hours, they emailed me stating that my driving license was not accepted as ID! (They could have told me at once!) Then I sent my passport, and after that, I was told that the back side of my passport needed to be taken as well! I asked the chat to clarify what the back side meant and they responded saying it was the cover?

My selfies were not approved for some unknown reason. I sent several different pictures, not one was approved, and received an email indicating that I had to take a selfie with my passport document! The response is still pending...

Dear BorisO,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you received any explanations for why your documents are being rejected, or instructions on how to provide them correctly? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

Hello again,

I don't know what to say, just thanks for the help! Suddenly after a week and 10-12 different selfie pictures, casino Velobet has verified my account! Wonderful and thanks if you "forced" them to fix this!

Now I have withdrawn money and it will be exciting to see when they will land on the account!

EDIT:

Email response from Casino Velobet:

Dear Boris,

Thank you for your cooperation.

Please be informed that your identity as well as your address have been verified successfully.

If you have any questions regarding the verification process, please do not hesitate to contact us.

Have a great day!

Best Regards,

Carmen

Thank you for your reply, BorisO. I am happy to hear that the verification has been successful. I will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi again, money has arrived in my account too and I can only thank you for all the help as it looks like it was crucial!

Truly CasinoGuru has proven its "power" and can't believe it's all true!

Thank you Kristina and other employees, you really do the job in the best possible way!

Regards, Boris O.

Dear BorisO,

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