Cobra Casino - A conta do jogador está bloqueada e a retirada está atrasada.

Dear Sirs and Madams,

I registered with Cobracasino about a month ago and claimed the welcome bonus. At the end of the wagering requirements, my balance was around €500-600. I can't remember exactly because my account was blocked and I no longer have access to view it. The casino asked me for ID, proof of address, and several selfies, arguing that my arm wasn't fully visible. After I submitted everything, my account was blocked, and I ordered video verification. The casino wants me to join a video call with an external company because they want to question me. I explained to the company that I don't speak English and that I'm extremely uncomfortable having a video call with anyone. The company told me to use a translator or get someone to translate for me. Aside from the fact that I don't want to involve other people in this, it's simply uncomfortable for me to enter a video call like that, and I think I've given the casino enough proof of my identity.

The message history with the casino can be found in the attachment.

Sehr geehrte Daten und Herren,

ich habe mich vor ungefähr einem Monat bei Cobracasino registriert und habe dort den willkommensbonus in Anspruch genommen. Am ende der Umsatzbedingungen war mein Guthaben bei ungefähr 500-600 Euro. Ich kann mich nicht mehr genau erinnern, weil mein Konto gesperrt wurde und ich kein Zugriff mehr habe, um das einzusehen. Das Casino hat von mir Ausweis, Adressnachweis und mehrere Selfies verlangt, mit der Begründung, mein Arm sei nicht vollständig zu sehen. Nachdem ich alles eingereicht habe, wurde mein Konto gesperrt und eine Videoverifizierung angeordnet. Das Casino will, dass ich mit einer externen Firma in ein Videocall reingehe, weil sie mich da befragen wollen. Ich habe der Firma erklärt, dass ich kein English sprechen kann und dass es mir extremst unangenehm ist, mit irgendeinem Menschen in ein Videocall zu gehen. Die Firma sagte ich soll einen Translator nutzen oder jemanden holen, der für mich übersetzt. Mal davon abgesehen, dass ich keine anderen Menschen in die Sache involvieren will, ist es für mich einfach unangenehm in so ein Videocall reinzugehen und ich finde ich habe dem Casino genug Nachweis über meine Identität preisgegeben.

Den Nachrichtenverlauf mit dem Casino finden Sie im Anhang.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Are there any documents in your account that are currently pending verification?
2. Has the casino requested any additional documents recently, and if so, which ones?
3. Has the casino offered any alternative solution to the video verification of your account, since you can't speak English?

I hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Hello, thanks for your answer.

1. No, all documents have already been accepted.
2. The casino did not request any further documents; they ordered video verification after the last selfie.
3. The casino offered to have someone next to me to translate for me. However, I don't want to involve anyone else in this process because I'm uncomfortable asking. The casino also offered to use an online translator during the video call. I refused because, as a woman, I find it extremely uncomfortable to be on a video call with strangers. I sent the casino two or three, I don't remember, selfies in various positions. They wanted one like this, one with my whole arm, and one where the elbow is visible. I think that's more than enough.

Hallo, danke für eure Antwort.

1. Nein, alle Dokumente sind bereits akzeptiert worden.
2. Das Casino hat keine weiteren Dokumente angefordert, sie haben nach dem letzten Selfie die Videoverifizierung angeordnet.
3. Das Casino hat mir angeboten, dass ich eine Person neben mir habe, die für mich übersetzt. Ich will aber keine anderen Menschen involvieren in diese Sache, da es mir unangenehm ist zu fragen. Außerdem wurde mir angeboten vom Casino, dass ich einen Online Übersetzer während des Videocalls nutze. Ich habe mich dazu geweigert, da es mir extremst unangenehm als Frau ist in ein Videocall mit irgendwelchen Fremden zu gehen. Ich habe dem Casino 2 oder 3, weiß ich nicht mehr, Selfies geschickt in verschiedensten Positionen. Die wollten einmal so, einmal mit dem ganzen Arm, einmal wo der Ellbogen zu sehen ist. Das ist mehr als genug finde ich.

Thank you for your reply and for sharing your concerns with me. I understand that you may feel uncomfortable with the request for a video call, especially if you prefer not to involve anyone else in the process.

Please note, however, that the casino has the right to request additional verification steps if they feel the need to confirm your identity or verify your gameplay. A live video call is considered a standard security procedure in some cases, and unfortunately, sending photos alone may not be sufficient for the casino to complete your verification.

The casino already offered you options to make the process easier, such as having a translator present or using a translation tool. While I fully understand your discomfort, this step is necessary if you wish to complete the verification and continue with your account.

I kindly encourage you to cooperate with the casino and go through the video call, as this seems to be the only way to finalize the verification process.

All right, if you can't help me with this, feel free to close the complaint here. I'm definitely not going on a video call with random strangers for 500 euros. I've already sent the casino enough selfies and proof; this is pure harassment, and I don't want to accept it, as my privacy is more important to me than any amount of money. The casino may be protecting itself legally by stating in its terms and conditions that they can request video verification, but putting customers in such uncomfortable situations is not fair business practice. It's important to me that people reading this know about this casino's practices and are willing to put themselves through all this stress. Gambling in a casino should be a pleasure in your free time, not an interrogation like at the tax office. I definitely advise anyone reading this not to register with Cobracasino.

Alles klar, wenn ihr mir dabei nicht helfen könnt, könnt ihr gerne die Beschwerde hier zumachen. Ich gehe ganz sicher nicht ein ein Videocall mit irgendwelchen unbekannten Leuten für 500 Euro. Ich habe dem Casino schon genug Selfies und Nachweise geschickt, das ist hier eine pure Schikane, die ich nicht eingehen will, da mir meine Privatsphäre wichtiger als jede Summe ist. Es mag sein, dass das Casino sich rechtlich absichert, indem es in den AGBs sagt, dass sie so eine Videoverifizierung anfragen können, aber die Kunden in so unangehme Situationen zu bringen ist keine faire Geschäftpraktik. Mir ist wichtig, dass Leute die das hier lesen Bescheid über die Praktikten dieses Casinos wissen und sich diesen ganzen Stress antun wollen. Casino zu zocken sollte ein Vergnügen in der Freizeit sein, und nicht ein Verhör wie beim Finanzamt. Ich rate auf jeden Fall jedem ab, der hier liest, sich bei Cobracasino anzumelden.

Hello Katharina23,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello Katharina23,

Thank you for your cooperation and for sharing your point of view with us. I fully understand that you may find the video verification process uncomfortable.

However, since you have clearly stated that you are not willing to proceed with the video call, it is unfortunately not possible to finalize your account verification or resolve this complaint further. Video verification is a standard procedure that casinos may request if they consider it necessary, and without completing this step, the process cannot be concluded.

As you decided not to continue, I will now close this complaint as rejected.

Thank you for your understanding.

Best regards,

Veronika