The player from the United Kingdom had trouble withdrawing money because the casino would not accept her driver's license for ID verification. Despite our efforts to assist by extending the response time and asking for additional identification, the player had not responded to our messages. Consequently, we were unable to proceed with any further investigation or provide potential solutions to the issue.
Velobet Casino - Player is struggling with ID verification.
Amount: £405
Velobet Casino
Safety Index:HighSafety Index
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8.1
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
9 months ago
They will not accept my drivers licence as a form of id and I can't withdraw until I'm verified
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9 months ago
Dear Mum24girls18,
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 casinos take KYC lightly and it might take a few working days to complete this thorough process.
- Have you been informed why your driver's license won't be accepted for verification purposes?
- Do you own any other picture ID that could replace the driver's license?
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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9 months ago
Dear Mum24girls18,
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.
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9 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
