Velobet Casino - Виведення гравця затримується через проблеми з перевіркою.

Hi, so i opened an account on velobet and won £89 so it took my wallet balance up to £100.45

i then go to withdraw my balance but they asked for verification, i try to use my full drivers license but it was declined, then i try to use my passport but it said as it was out of date it will not be accepted

The live chat wouldn’t load and i have emailed kyc and velobet support line but i have had nothing back.

I don’t know what to do ive read other UK residence issues and they all seemed to have the same issue.

Dear masonwalker109,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you have an identity document that is valid and could be accepted by the casino, apart from your driver's license?

Do you have any ID card or residence permit in the acceptable format?

Are you willing to renew your expired passport?

What other documents have you provided to the casino for your verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi i’ve managed to get in contact with KYC through email

still waiting on a response from them

no other id i have was accepted and it would cost me £100 and over 3 months to get another passport.

KYC asked me to reset my proof of adress and to get back to them when i have done so, but it’s been over an hour since a response

Thank you for your response. Have you managed to contact the casino's relevant department via email?

Has there been any progress in your verification? Please let me know so that we can decide on the next course of action.

Dear masonwalker109,

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.