The player from the United Kingdom is facing withdrawal issues due to a typo in her email address, which has led to problems with KYC document acceptance. Despite sending the required documents, she feels that the casino is deliberately delaying the process beyond the promised 48 hours.
Velobet Casino - Player’s withdrawal is delayed due to KYC issues.
Amount: £1,300
Velobet Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
5d 7h 48m 47s
Case summary
2 days ago
Public
Public
3 days ago
Hello. I hope you can help me. I reached out to the casino on numerous occasions because there was a typo in my email address I entered .co.uk instead of .com. This has caused an issue because they won’t accept my KYC documents after 3 days despite me sending everything through via email and asking them to change my email address. I want to withdraw the funds but I feel like they are delaying me on purpose in hope that I lose the funds. Live chat told me KYC is 48 hours maximum but we are way over that now.
I was unable to do the KYC for ID as it requires a camera phone which unfortunately I do not have at this time I was only able to send images that are saved on my phone, passport, address confirmation and screenshots. Is there anything that can be done to assist with this or should I simply wait and be patient.
Public
Public
2 days ago
Hello Jcejejxjvujr,
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
Casino Guru is examining the case
Nick is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
