The player from the United Kingdom had tried to withdraw funds from Velobet. However, his passport was rejected as a form of ID, which led to an error message when he attempted to upload it again. Additionally, he wasn't receiving responses to his emails. After communication with our team, the player confirmed that his account had been successfully verified. Despite this, the withdrawal was still in process and the player was awaiting receipt of his winnings. The Complaints Team extended the timer for resolution by 7 days, but without further confirmation from the player, the complaint was eventually rejected.
Velobet Casino - Player facing issues with identification documents.
Amount: £700
Velobet Casino
Safety Index:HighSafety Index
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8.0
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
11 months ago
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11 months ago
I used Velobet. Been trying to withdraw. They say I can’t use my driving license as ID so have provided my Passport through email and on their website but it was rejected on the site. Now it just says ‘An Error Occurred’ when I try and upload a picture.
I am getting no response back from email now.
I just need the money especially for the Christmas season.
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11 months ago
Dear Grayster84,
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.
- Have you been informed what specifically seems to be a problem in verifying your account?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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,
Petronela
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11 months ago
Hi Petronela.
thank you for the reply.
As it stands, they managed to verify my account. I am awaiting the withdrawal which is in process. I won’t stand down though until that money is in my bank account.
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11 months ago
Thank you, Grayster84, for the update. I'm happy to hear that your account was verified already. Please let me know when you receive your winnings. Looking forward to hearing from you again.
