Cloudbet Casino - Proces ověření hráče je zpožděn.

I was register in the casino and they ask me about the verification of my account. I sent all the required information 6 days ago but my account are still block. I thin that 6 days are enough for verify an account, other gambling sites verify me in 10 minutes.

Dear WillyFogBettor, 

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 and when exactly did you send 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, 

Veronika

Hello,

Thank you for your interest. They ask me to provide the following documents on the 1 feb 2024, 22:25:

Provide a digital photograph or scanned colour copy of your government–issued ID card, driving licence or passport that clearly displays:

Provide one digital photograph of a paper utility bill or paper bank/credit-card statement that has been received through the post clearly displaying

And I sent them the required documents  on the 1 feb 2024, 22:34. I sent  a picture of my ID card the  and an invoice for the Internet and mobile phone with the same address as my ID card, and this is my residence.

Today, 7 days of doing the KYC…

Has any of your documents been approved yet? Please let me know.

Dear WillyFogBettor,

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.