Velobet Casino - Player struggles with documentation for account verification.

I play on many casinos and always use my driving licence for kyc verification, but Velo et won’t accept it. It’s a government issued document and they have given no reason why they won’t accept it. They have said they will accept citizens card or passport both of which I do not hold. Any ideas on how to resolve this

Dear lorwhit1977,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your driver's license iis the only obstacle standing between you and successful verification? Have you provided any other documents and have they all been approved?

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,

Kristina

My debit card is verified and my proof of address is pending, but it’s the is that is the main problem

Thank you very much for your reply, lorwhit1977. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear lorwhit1977,

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.