Velobet Casino - Player's struggling with account verification.

I have tried to withdraw funds £50 but they asked me to proof my identity which I did but my ID has been rejected as they wont accept my drivers licence they will only accept an id card which I thought this was, citizen card or passport of which I do not have any of these other items.

It states in there terms that if I fail to prove id they will hold winnings and refund any funds deposited back to me.

I have requested for this to be done on the chat ssrvice but keep being told to email support which I have done with no joy. They keep refering me to KYC and then they keep referring me to support.

I have logged a complaint with there licence company Cuaraco but not heard anythi g from them either.

I was just wondering if there was anything you could do. I have deposited £150 so will be looking for that back.

Dear 2511cal,

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.

Is issuing the document the casino asked for an option for you?

Have you been asked by the casino for a video verification call?

Could you please forward the recent responses from the casino regarding the issue? My email is tomas@casino.guru

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,

Tomas

Hi

I do not hold any other ID documents they want I only have my drivers licence that they say they cant accept.

No i have not been offered a video verification call.

I have forwarded the emails to you.

Kind regards

Carol-Anne

Thanks for your message.

I am sorry your driver's license couldn't be accepted. Please note the casino might refuse a refund based on their refund policy https://velobet.com/en/static/terms/refoundpolicy

, or demand verification in a situation when a refund is considered anyway.

Is issuing any of the documents the casino accepts a valid option for you?

I'll await your reply.

They finally accepted my drivers license as a one off and I have had my winnings so you can close this case.

Dear 2511cal,

I'm glad to hear that the casino decided to accept your driver's license for verification. 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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru