The player from Germany could not verify his account because the requested proof of a physical credit card was not possible due to his use of an online bank. Screenshots were not accepted, and emails to the casino went unanswered. Despite providing an ID card and address card, the credit card verification remained unresolved. We suggested obtaining an official bank statement, but the player did not respond. Therefore, the complaint was rejected due to a lack of communication from the player. The complaint was later reopened and closed as resolved after the player informed us that the matter had been settled with the casino.
Velobet Casino - Player’s verification process has been delayed.
Amount: €750
Velobet Casino
Safety Index:HighSafety Index
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8.0
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
Public
Public
5 months ago
Translation
I can't verify my account! You requested proof of a credit card, which is absolutely fine. However, I use an online bank and don't have a physical card! A screenshot from my phone is not accepted!
I have explained this issue multiple times in the live chat. I was told to send an email, but there's no response!
Automatic translation:
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5 months ago
Hello The_Gamble_Lawyer,
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? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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5 months ago
Translation
Hey Nick,
My ID card (front and back PLUS selfie with the ID card) and an address card were uploaded and quickly accepted!
But now there are problems with the credit card as described above.
Automatic translation:
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5 months ago
Hello The_Gamble_Lawyer,
Did you try to request your bank for an official statement regarding the ownership of the card? It should be enough evidence to the casino.
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5 months ago
Dear The_Gamble_Lawyer,
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.
