Velobet Casino - セルフィー認証の問題により、プレイヤーの撤退が遅れています。

Im having trouble with the selfie part of the verification. My address and passport have both been cleared but i can’t seem to take a picture of myself ! For the last 5 days I’ve sent them a selfie , two some days , I’ve written the details they’ve asked for on a piece of paper and held it along with the passport and it’s still been rejected . I’ve emailed them and been told the information needs to be clear and I feel it is . I just don’t know what else there is to do

Dear Nightbird,

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 can 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.

If you have been asked for a selfie with ID documents and a piece of text, which is nothing unusual, please follow these important guidelines:

-     Do not edit the image in any way

-     The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible but remember, no cropping is permitted)

-     When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

From my point of view, your documents are cropped, which means not all corners and sides of the document are part of the picture. Make sure your document is not tilted and fully in the picture. I would recommend you ask a friend or family member for assistance or use a tripod when taking photos. I hope this solution will work for you.

Please submit a selfie following our recommendations to the casino and let us know about the result. Thank you in advance for your reply.

Best regards,

Tomas

Thanks for the advice .. I’ve taken it on board and have submitted another selfie . Fingers crossed

Thanks for your help , it’s finally been verified

Thanks for the good news, Nightbird. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Nightbird,

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.

Yes , they’ve arrived in my bank account . Thanks so much for your help

Dear Nightbird,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru