Velobet Casino - A retirada do jogador está atrasada devido a problemas de verificação.

Velobet refuse to let me withdraw my money. I have 123 euros on the account but they won't let me verify. First I tried with my passport but the passport was expired, so they wouldn't let me use it - fair enough. Then I paid for a new ID Card and waited two weeks to get the card. Now they say that the document my ID Card doesn't show my full date of birth - which is ridiculous cause of course all ID Card shows full date of birth. I told them and even marked where they could see my full date of birth but they still refuse to let me verify and tell me to verify with another method. I sent so many personal sensitive documents just to verify. I spent hours talking with support and writing mails back and forth and they just refuse to verify me. I have sent so many documents with the same information and they surely don't want to let me withdraw my money. I hope you guys can help. It's been hell to play at velobet.

Dear lakserulle,

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.

• Could you please advise which documents you have already provided (apart from those you mentioned in your message) and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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

I have submitted the following: ID card, passport, health insurance, rental agreement, diploma from the university. I sent my ID card as late as yesterday, both the front and back of the card - and when that didn't work, I tried to send a picture of both myself and the card. I have also tried to send me and my passport, and the gods know that they can't possibly doubt that I am the person I say I am. Every single one of the documents I have sent has the same person number, name, etc.

It's starting to look like harassment from Velobet and they don't seem interested in me getting my money back. It's not because it takes them long to reject my ID card. They do it within 2 minutes on the grounds that the card doesn't show a date of birth, which it does. When I talk to them by email they just write: "Please be informed that the provided document is not acceptable for verification. In order to verify your identity, upload your ID card, updated passport, residence permit or citizen card." So they mean that I should submit an ID card, but don't want to accept my ID card even though it's clearly stated that the ID card is officially issued by Copenhagen Citizen Service, of which both the picture, validity, name, social security number and my signature are visible in the picture. In addition to conversations with support and repeated attempts to verify with a card and passport on their site, I have a 19-message long correspondence going on with Kyc, which goes all the way back from d. April 19 and until yesterday. In this email correspondence I have presented everything - in total - that I have that can identify me, of which all documentation and data are in complete agreement. The only logical explanation I can think of for them not to accept my ID card is that they actually cannot verify based on the ID card, even though they write that they can and time and time again send the same generic message that I can send the ID card.

They don't write anything about the format, but simply tell me that my ID card is not acceptable for verification and ask me to submit an ID card... My clear experience is that Velobet really wants to make sure that the money goes to the rightful owners... But that they also believe that THEY are the rightful owners.

Dear Jonas

Jeg har fremlagt følgende: ID kort, pas, sygesikring, lejekontrakt, diplom fra universitetet. Jeg sendte så sent som i går mit ID kort både ved kortet front og bagside - og da det ikke lykkedes prøvede jeg at indsende et billede, af både mig selv og kortet. Jeg har også forsøgt at mig og mit pas, og guderne skal vide at de umuligt kan være i tvivl om at jeg er den person som jeg siger jeg er. Hver eneste af de dokumenter jeg har sendt har samme person nr, navn osv.

Det begynder at ligne harassment fra velobets side og de lader ikke til at være interesseret i at jeg skal få udbetalt mine penge. Det er ikke fordi, at det tager lang tid for dem at afvise mit ID kort. De gør det inden for 2 minutter med begrundelsen om at der på kortet ikke fremgår fødselsdato, hvilket der gør. Når jeg snakker med dem på mail skriver de bare: "Please be informed that the provided document is not acceptable for verification. In order to verify your identity, upload your ID card, updated passport, residence permit or citizen card." Så dvs de mener, at jeg skal indsende ID kort, men ønsker ikke at godtage mit ID kort selvom det tydeligt fremgår, at ID-kortet er officielt udstedt af Københavns Borgerservice, hvoraf både billede, gyldighed, navn, personnummer samt min underskrift fremgår på billedet. Jeg har ved siden af samtaler med supporten samt gentagende forsøg på verificering med kort og pas på deres site en 19 beskeder lang korrespondance i gang med Kyc, der går helt tilbage fra d. 19 april og til i går. I denne mailkorrespondance har jeg fremlagt alt - som i alt - jeg har der kan identificere mig, hvoraf alle dokumentationer og data er i fuldstændig overenstemmelse. Den eneste logiske forklaring jeg kan komme i tanke om for at de ikke vil acceptere mit ID kort er, at de rent faktisk ikke kan verificere ud fra ID kort, selvom de skriver, at de kan og gang på gang sender den samme generiske besked om, at jeg kan sende ID kort.

De skriver intet om formatet, men fortæller blot at mit ID kort ikke er acceptabelt for verificering og beder mig om at indsende ID kort... Min klare oplevelse er, at Velobet virkelig ønsker at sørge for at pengene går til de retmæssige ejere... Men at de samtidig mener, at DE er de retmæssige ejere.

Vh Jonas

Thank you very much for your reply, lakserulle. 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 Christina.

Everything is back in order. I don't know how much of a part you played in getting it fixed, but thank you for your time and commitment.

Dbh Jonas

Kære Kristina.

Alt er kommet i orden. Jeg ved ikke, hvor stor en andel du havde i at det blev fixet, men du skal have tak for din tid og engagement.

Dbh Jonas

Do I understand correctly that we can now consider this complaint resolved?

and 🙂

ja 🙂

and

ja

Dear lakserulle,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru