The player from the United Kingdom had faced difficulties with the complex identity verification process on the casino's site, specifically with the selfie requirement, and could not make a withdrawal as a result. We had explained to her the importance of the KYC process and suggested ways to improve the quality of her photograph for verification. The player later reported that the issue might have been resolved. Consequently, we had marked the complaint as 'resolved' in our system.
Velobet Casino - Player is struggling with a complicated identity verification process.
Amount: £90
Velobet Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Won't except my passport ID on its own so you have to put your face and a note with info on plus hold a passport while taking a selfie and its all got to be readable iam finding this really impossible to do so my friend took it and I sent but its saying error don't know what to do
Public
Public
10 months ago
Dear elainedrabble956,
Thank you very much for submitting this complaint. I’m sorry to hear about your problem.
Please understand that KYC is a fundamental and essential process, during which the casino ensures the money is sent to the rightful owner. As they don't have the luxury of physically seeing all the players and checking their identification and documents, this is the only way gambling establishments can 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.
Unfortunately, the information in the photograph you sent us is indeed unreadable. Would it be possible to take a picture in a room with a better, maybe more natural light? Could the resolution of the photograph be adjusted? Please understand that the text should be clear and legible, so the casino can check your data.
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,
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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Public
10 months ago
Dear elainedrabble956,
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,
Veronika
Casino.Guru
