Velobet Casino - Player's verification documents are being rejected.

Hi

I have uploaded my passport photos, cover, inside pages and a selfie holding my passport several times now, each different and all can be read clearly. Each time they have been rejected with no reason given. I had uploaded my drivers license first but that was rejected and an email sent from the kyc team to say that my passport was required as they don’t accept the photo ID license. My utility bill was verified immediately.

I have sent several emails to the KYC and general support but they seem to be ignoring me.

I don’t have any other way of contacting this company.

Thanks in advance for any light you can shed on this matter.

Dear Casra,

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

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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

thanks for your reply.

out of the blue they verified my account. I have made the withdrawal and will let you know what happens there.

Happy Holidays to you all.

Hi

i am very pleased to say that all my winnings are now safely in my bank account. The only glitch with this Casino it’s inability to answer emails to update their customers in the verification process. Otherwise it’s a thumbs up.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Casra, for your confirmation, and please don’t 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,

Petronela

Casino.Guru