Velobet Casino - Player’s withdrawal with verification issues.

Hello, I recently signed up to Velobet after seeing a good welcome bonus, since signing up I have managed to build up my winnings to £741 on the sports section and after my first bet win of just £180 ish I tried to withdraw it, it then suddenly popped up with a verification process when it didn't with my sign up or when i deposited ... long story short from here I'm extremely struggling, they don't accept UK drivers license but ask for UK form of ID, won't accept my bank statement for proof of identity I have a expired Passport but that's the only form of ID they accept which is very bizarre, it seems they're doing all they can to not let me withdraw my money... I have what they need for the proof of address and of course my credit card, I've tried to contact them and once they hear me out I get passed on to another email which is actually the same email just effectively I've being passed on to someone else, if I was to self exclude or close my account would the funds he returned to my account I used to deposit ? Its all a bit silly now and now I'm looking for legal advice

Thank you very much !

Dear rickyaaron1111,

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.

Please note that self-exclusion or account closure won't necessarily prevent you from completing verification in the casino. Also, please note Complaints Resolution Centre serves as a mediator and doesn't offer legal advice.

• Could you please advise if your account is currently accessible to you? Can you please share what is the verification status of your documents?
• In which way have you submitted documents for verification so far in this casino? (uploaded on the website; sent via email, etc.)
• Could you please share your communication with the casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear rickyaaron1111,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.