Velobet Casino - Player facing issues with identification documents.

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.

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

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.

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.

Dear Grayster84,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.