Velobet Casino - Player's ID verification process faces obstacles.

I am trying to get my money out. When I tried to withdraw it I was told I then had to verify my identity. I submitted my documents and after a lengthy time my address and bank card were verified but my British passport was rejected! Can you help me sort this out as I don't want to keep giving more and more id and really need my money asap. Thanks.

Hello Stevo99,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Were all the other documents rejected but not the passport? When was the last time you spoke to the casino and what was it about? Did they explain why was the passport rejected?

Looking forward to your answer.

Regards,

Nick

The verification was started around the 1st of May. They emailed me this Wednesday to say the passport was rejected but they didn't say why or what to do. My card and address have been verified. I have had no contact with the casino other than to request a withdrawal on 27th and then to verify documents. Thank you.

Hello Stevo99,

As verification takes up to 14 days which have now passed, can you please advise if there's been any update regarding this matter?

Hi - I have just checked and the passport is still showing as declined and my address and card as verified. I am still unable to withdraw my money.

Thanks

Thank you Stevo99 for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Stevo99,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Velobet Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify why the player's identity document was rejected? Was it provided in a bad quality/wrong format or there's any other reason?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Natalia,

The verification was rejected because for the selfie the information on the ID document was not clearly visible/readable. The user has only attempted once and has not uploaded a new selfie yet.

Best regards,

Thank you for the clarification, Velobet Casino.

Dear Stevo99, could you please try to upload a new document? Please, make sure it is of sufficient quality and not cropped. You can also send the photo to us first (at natalia.b@casino.guru) so that we can evaluate if it will potentially meet the requirements.

Additionally, you can send the files you already provided so that we could check if any details are invisible.

Hi Natalia

I have emailed the documents to you so you could check them please. Thanks

Hi Natalia

I have retaken the photos and emailed them to you if you could check them. Thanks

Dear Stevo99, I've just checked your last email with the new selfie - in my opinion, the quality is good, I can see all the details of your passport very well and nothing is blurred. Please, try to upload this picture to the casino (if you haven't done it yet) and let us know about the result.

Thank you, I have re-uploaded them this morning so I am just waiting on Velobet now.

Dear Velobet Casino, could you please check if the newly uploaded selfie meets the verification requirements?

Dear Natalia,

The user has already been successfully verified.

Best regards,

Thank you for the confirmation, Velobet Casino.

Dear Stevo99, can you please update me if now you can withdraw your funds or have you already requested a withdrawal?

I requested a withdrawal but have now received an email to say that they don't payout to my card. It is the card that they verified in the verification process and is a (Starling) Mastercard which they accept. I am getting fed up of them messing me around. I don't have another bank account or card and don't want to open a Crypto account. What do you think i should do?

Dear Velobet Casino, could you please specify why the withdrawal couldn't be processed to the player's Mastercard card? Are there any alternative options for a withdrawal?

Dear Natalia,

As we have checked, the user has not requested to withdraw money; therefore, we have not rejected it. Could you please provide us with a screenshot or some evidence?

Best regards,

Dear Stevo99, can you please elaborate? Do you have any screenshots to confirm your statements about the rejected withdrawal or information from the support? Based on the casino's reply, they haven't received any withdrawal requests from you.

Sorry, I got tempted and spent it all. Now have Gamban installed so had to reply on my mum's phone. Thank you for your help with everything

Dear Stevo99, thank you for clarifying this. I'm sorry about your lost balance. If you feel that you have any problems with excessive gambling, please check our articles, in which you can find more information about how to play more safely: https://casino.guru/problem-gambling. Unfortunately, we cannot help you restore your balance if you deliberately played it away. If you don't have any other issue with the casino this complaint will now be rejected.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Natalia