Campeonbet Casino - Verifikacija naloga igrača je blokirana.

Hello,

This is an older complaint but i think you can help me with it.

Here is the link from ask gamblers they werent able to help me they are on the side od the casino they protect them more then players - https://www.askgamblers.com/casino-complaints/campeonbet-casino-stole-my-casino-winnings-without-any-reason

Campeonbet literally bullies me with the Verification process.

I have sent them over 8 documents where my address is clearly visible and I feel like they are not accepting my document because they don't want to pay my winnings.

The documents I have sent have been approved by many online companies and only CampeonBet is not accepting it.

I have also sent a selfie with a paper I'm holding in my hand and they don't want to verify my account so I can withdraw a certain amount from my winnings of 700 euros.

As this is the third complain I'm sending because my last 2 were rejected because I didn't receive emais from Ask Gamblers about the things I need to provide, in advanced I have sent another email from < removed email address > with all the KYC informations that are 100% valid and the chats I had with CampeonBet.

AskGamblers please help me as I feel unsafe with the procedures of Campeonbet Casino which I primarily chose because of the good rating on the AskGamblers website.

Dear Andrej111c, 

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? 

When was the last time you communicated with the casino regarding your 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, 

Veronika

Hello,

Could you please advise which documents you have already provided and when exactly did you send the last one? - Once i tried to make a withdrawl i recived email from the casino.

Firstly i went into the accounnt section for KYC verification and on June 10th i uploaded my docuents, documents for ID verification were instantly accepted, but i have recived an email which i attached down recived on Jun 11, 2024, 1:12 PM.

From there we were chatting literaly every day, i were asking questions and sending them documents, they've been rejecting them I assume just not to verify my account and pay my winnings.

I have attached emails where all of the above happened.

Last comunication was on Thu, Jul 25, 2024, 10:45 PM when i tried to reach the owner company

One thing to mention is that after the comunication i tried to contact the owner copany of the casino which is CW Marketing B.V. but t hey also didnt respond anything.

After that tried to contact gambling authorities in Curacao with 2 emails i attached down but recived nothing too from them!

Have you provided all the required documents as soon as possible and in the correct format? - Yes i have even send 3 documents for Adress verification which was the document they complaint about wasnt right, i can attach them privatley so you can check them.

When was the last time you communicated with the casino regarding your verification? - Last comunication was on Thu, Jul 25, 2024, 10:45 PM when i tried to reach the owner company

I think i have covered every thing

Regards,

Dear Andrej111c,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Campeonbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Campeonbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

We’ve reopened this complaint at the request of Campeonbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Andrej111c,

Please forward me all the documents that you sent to the casino for verification. My email address is veronika.f@casino.guru.

Hello Veronika,

I have forwareded you the email with all the documents.

Thank you very much, Andrej111c, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Andrej111c,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if we can help.

We would like to invite Campeonbet Casino to join the conversation.

Dear Campeonbet Casino,

I would appreciate it if you could clarify why the documents submitted by the player for the KYC process were not considered acceptable. Could you please outline the specific criteria for documents that meet your requirements? If there are any additional factors affecting this situation that cannot be disclosed publicly, I kindly ask that you send that information to me at michal.k@casino.guru.

Dear Michal,

Thank you for your reply.

We would like to inform you that we have just sent you an email containing all the requested details regarding this matter.

We remain available should you require any further information.

Best regards,

The Campeonbet Casino Team

Thank you for your email containing the information and supporting evidence, Campeonbet Casino Team.

Dear Andrej111c,

Following a comprehensive review of the information and evidence provided, I must regrettably inform you that we cannot proceed further with this case.

Compliance with KYC (Know Your Customer) and AML (Anti-Money Laundering) regulations is a fundamental requirement across the industry. These regulations mandate the submission of valid, original documents in the player’s name. Unfortunately, in this instance, most of the documents provided were either no longer valid and some appeared to have been altered or tampered with. Such discrepancies are a serious violation of casino policies and are strictly prohibited. Your failure to meet KYC and AML requirements leaves no room for further action, and this complaint will now have to be closed as rejected.

Sorry, we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best Regards,

Michal

Casino Guru