Velobet Casino - Player’s withdrawal is delayed due to KYC issues.

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.

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

Hi. I sent the documents via email on Sunday. I have 2 issues. My email address was entered on the system as .co.uk by mistake instead of .com and they won’t change unless i verify.

the other problem which I told them about is I am unable to verify with their AI facial recognition as my iPhone has water damage and neither of my cameras are working.

no documents have been approved despite sending passport photo. Address proof. Card image and proof of transactions to them.

4 days they have been delaying changing my email address and I don’t know where else to turn.

I have been on live chat and they advised me to send an email with my username and date of birth so they could change the email. Then they emailed me saying they need a selfie of me before they can proceed. My cameras do not work so the only ‘selfies’ I have are the ones saved in my camera roll. I sent 2 separate ones along with my passport as proof but still nothing.

Yet again they have sent me an email saying the only way to verify is to do it on the verification page where you need a front facing camera. I live on my own. No access to other phones or devices. They are dragging it out so they don’t have to pay me. I just want the withdrawal now.

this morning i was told to send a normal selfie which i did and now thats not good enough.

Also please give me an email to send an image to that I emailed them I don’t want it on site as it has personal info on. I do not have access to a camera phone but managed to use my digital camera and sent it today. Still they won’t speak to me via email despite live chat telling me to send an email with my DOB and username on.

They have now closed my account and deleted my balance of £1004. I knew this was coming. They are a disgraceful company. They have said that I have used someone else’s documents to register. Changed my balance to £39 and said I can withdraw that. So they won’t give me back the deposits of £250 and said I can have £30 back. How is this right. I have sent all proof requested and still it is not good enough.

I sent other documents to them now Driving license and my day to day bank card. I have provided more than enough information and yet they are still accusing me without proof

They asked me to send a bank statement showing proof of payments which I have. Iv now sent passport. Driving license. Proof of address. Day to day card and statement for payments made to them. Their support are saying I violated terms and conditions but will not tell me what I have done or given me proof. I have been treated like a criminal here and they have still taken the £1004 real balance I had.

Dear Jcejejxjvujr,

Would it be possible to borrow someone else's phone to take the required selfie? In the meantime, please forward the documents you have sent to the casino to nikolas.b@casino.guru for further review.

I look forward to your response.

Kind regards,

Nick

Hello. It isn’t possible for this currently. I work away on the road a lot visiting customers so am away for 2 weeks currently that could be extended. The casino has blocked my access to the KYC. I sent these documents to you yesterday. They are saying that my statement ‘isn’t directly from the banking app’ how else have I got the statement? They have asked me now for proof of payments and a statement which I have sent in screen shots and pdf format. Neither are acceptable to them

I have copied you in on various emails to them over the last 24 hours. They have accepted my bank statement showing the deposits to them but are still saying I tried to verify with someone else’s ID. I am so confused now as I have sent them everything that I can

They want me to withdraw £39 that they have left in my account and are still confiscating the £965.00

Thank you Jcejejxjvujr for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

I have sent 5 emails to them since and 0 replies.

Hello, Jcejejxjvujr,

Thank you for your emails.

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Velobet Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

What needs to be done on her side to pass the KYC/verification? Can you provide her with instructions?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

The user attempted to use digital and/or physical objects to fool the system.. The user tried to deceive our system twice during verification, which resulted in the closure of the account. Also user has a possibility to make a withdraw last deposit amount after credit card verification.

Best regards,

I would like to see any proof of this. I haven’t used or attempted to use ‘the system’ I only uploaded a copy of my passport and emailed copies through. This is a complete fabrication. I was unable to use the verification tool as I don’t have a front facing camera.

I have now contacted sumsub to run a full investigation to these claims as I haven’t even used their service

Sumsub have said that the only way to pass their specific verification is with a front facing camera. They have not accused me of trying to bypass their system they just said it didn’t work which we knew anyway.

Dear Branislav,

The user attempted to use another person's ID to pass verification. Unfortunately, we cannot send you this proof, as it contains sensitive information belonging to others.

Best regards

Hello. The only ID’s that I used are my own. I sent you my passport and driving license. I don’t understand where you are getting this false information from. I have even sent you proof of address on numerous occasions and proof of the payments to your casino that also shows my name and address that corresponds with both of my ID’s. Please just pay my winnings and close my account. The accusations here are unfounded, unlawful and are a defamation of my character

I am still confused as I have been playing with other casinos such as gamblii and casinora and was fully verified instantly yet Velobet are refusing to assist me

I have supplied the casino on more than one occasion showing proof of ownership of bank account. Both lots of Identification Driving licence and passport. Sumsub are reviewing for me now and will come back with their findings I have now asked for specific information about me apparently using physical objects. I didn’t even use their software at all due to my camera being broken

Dear Branislav,

As mentioned, this information contains sensitive personal data. If the user says that you can share this information, I can send you all the details to show that the user is using other people's IDs to pass verification.

Dear Jcejejxjvujr,

We are waiting for your approval to share the information you used to pass the verification process.

Best regards

Hello velobet. Firstly how can I be using someone else’s ID? I gave you both of my ID’s. My bank statement with MY name on show. I sent proof that I made the payment to your site and I also sent various proof of my address. This is laughable that you are still trying this narrative. I have spoken to sumsub who advised me to log in and try again when I receive a new phone.

Dear Jcejejxjvujr,

Thank you for your response and email. However, you have not provided anything that was requested from you at all.

In the email, you only explained something, but I requested something different:

"However, in the meantime, feel free to share with us the communication between you and SumSub regarding your KYC at Velobet Casino. However, please note that everything has to be clear there, such as your identity, which casino you were talking about, that you discussed it with a SumSub representative, etc. You can post screenshots here or forward the communication to my email (branislav.b@casino.guru)."

So, please provide me with the requested communication. Feel free to send it via email.

In addition, you completely avoided confirming the part of the casino's post directed to you.

"We are waiting for your approval to share the information you used to pass the verification process."

Can you confirm you approve the casino to share the information you used during the KYC/verification process with me?

Please note if you refuse to provide us with your approval, we will not be able to further help you with the matter, and I am afraid we will be forced to close/reject the complaint.

Thank you for understanding.

I have emailed them yet again with this additional information you say I have to include

Dear Jcejejxjvujr,

But that is definitely not what we asked you for and what I am still waiting for.

What exactly did you email them, please? Can you forward me the same email with all attachments if there were any? My email was mentioned several times in this thread.

Additionally, please go through my previous post and provide the requested - communication between you and SumSum if possible and "your approval to share the information you used to pass the verification process".

Please note this is the last call for providing an explanation for not ability to share the requested communication between you and SumSub and the necessary approval so we can review the matter in detail with all the relevant details from the casino. If you fail to provide the requested, I will be forced to close/reject the case.

Thank you for understanding. Looking forward to hearing from you.

sent the emails to you. Yes I give consent for them to share but only on the premise that they share it with me as well so I can have the option to start a legal case with them for defamation

Dear Jcejejxjvujr,

Thank you for your response and emails, as well as your consent regarding the details sharing.

However, only in one of the emails there was relevant information regarding your issue, and it basically says that (as I understood it) Sumsub only serves as a 3rd party verification service provider, and they have to comply with the clients' (casinos') rules and procedures, while Sumsub cannot make any decisions regarding players performing verifications through their service or regarding players' accounts/KYC. So, the final decision always depends on a particular online casino.

Also, allow me to clarify a few things here:

• The casino is not obliged to provide you with the requested details/evidence unless they decide otherwise themselves; therefore, we will not ask the casino to share anything with you if they do not want to
• I do not think the casino could share with you any details/evidence after your last post, literally threatening with a lawsuit; that is really not a way how you could achieve what you need here, and it could rather have a completely different effect on the whole situation than you expect, especially on the casino's side - online casinos do not like such threats, and many casinos stop their communication completely after such statements from players, sending players to the regulator, where it does not go well for players either...
• We need to see the relevant details/evidence for consideration of the matter on our side and reaching the final decision, however, without the casino's permission, we will not share any details or evidence with you anyway
• The casino cannot share some type of information anyway, for understandable reasons - not providing a manual on how to avoid making "mistakes" in the future or in other online casinos if there was a fraud or a serious breach of the rules, and not sharing their internal procedures for detecting suspicious/fraudulent activity
• If you insist on consent only on the premise the casino will also share the evidence and relevant details with you, unfortunately, for us, it means you prevent us from proceeding and reviewing the matter sufficiently on our side and prevent the thorough investigation; therefore, we will not have other option than to close/reject the case and recommend you contact the casino's regulator or ADR, which is the only institution that could help you to get the requested details and evidence

So, can you please confirm if you agree with the casino providing us with all the requested details, without any additional condition(s), or if you insist on your consent on the premise you mentioned in your previous post, and the complaint can be closed accordingly?

Once you confirm you agree that the casino can provide us/casino.guru with everything we need to investigate the matter, we can proceed and turn back to the casino representative again, asking for the necessary data.

Thank you for understanding. Looking forward to hearing from you.

I give full consent to them to share the information with you.

it will be the exact same information I emailed you on numerous occasions showing my Id. Passport. Proof of deposit. Proof of address. Handwritten letter to them

Thank you very much, Jcejejxjvujr.

Dear Velobet Casino Team,

Your turn now I would say.

"As mentioned, this information contains sensitive personal data. If the user says that you can share this information, I can send you all the details to show that the user is using other people's IDs to pass verification."

Feel free to send all the necessary information and details/supporting evidence to my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear Branislav,

We will send all the details to your email.

Thank you for your cooperation.

Best regards,

Dear Jcejejxjvujr,

I am sorry for the delay.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions (available HERE) - there are reasonable grounds to believe you used someone else's identity and documents to sign up and play at Velobet Casino, which seriously breaches the casino's rules you accepted upon registration. Based on the provided evidence, it would be likely impossible to prove otherwise.

A successful verification is a must to be able to withdraw any funds from your casino account. Since you failed to pass the KYC, the casino acted correctly and in accordance with its terms and conditions. Last but not least, it looks like you have provided us with misleading information from the beginning and basically throughout the complaint solution process, especially regarding the allegedly broken front camera on your phone.

As for the refund of the last deposit, feel free to contact kyc@velobet.com for more details, the payment method verification, and how to proceed.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Velobet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru