Cobra Casino - Hráč se snaží dokončit ověření účtu.

I have now tried several times to pay out my money, each time I was asked to upload documents, which I did, all documents were always rejected. These are documents that I have used at every other online casino and I am not told why it was rejected. So my payout is not possible. Since I asked why it was, I can no longer reach live support, allegedly I'm in the queue again and again after I complained.

Ich habe jetzt mehrere male versucht mein geld auszuzahlen jedesmal sollte ich dokumente hochladen was ich auch gemacht habe alle dokumente wurden immer abgelehnt. Das sind dokumente die ich bei jedem anderen online casino benutzt habe mir wird auch nicht geschrieben wieso es abgelehnt wurde. Also ist meine Auszahlung nicht möglich. Seit dem ich gefragt habe woran es liegt erreiche ich auch den Live Support nicht mehr angeblich bin ich in der warteschlange immer wieder nach dem ich mich beschwert habe.

Dear Erto52,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

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,

Petronela

Dear Erto52,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.