CampoBet Casino SE - Il giocatore è alle prese con ripetute richieste di verifica da parte di un casinò.

Hello! I'm having some issues with Campobet as they are refusing to verify me despite everything being green on their website. I submitted the required documents and received approval. I've attached files showing where the money has come from. However, they are asking for more information that I no longer have access to since I switched banks. My account is now suspended but I can log in. I've provided evidence for all the money I've used on their website. In other words, I've proven that the money is "clean". They're requesting proof of future income, but as I've finished studying, I won't be receiving any more student aid and instead my income will come from a job starting in June. I've explained this to them, yet they continue to send emails asking for confirmation of student aid for the next term.

If you need more information, such as emails or confirmation that my KYC has been approved on the website, I can provide this.

Hejsan! Har lite problem med Campobet då de inte vill verifiera mig trots att allt är grönt på deras hemsida. Jag har skickat in de dokument som krävs av mig och fått klartecken. Jag har bifogat filer vart pengarna har kommit ifrån. Dock kräver de mer uppgifter som jag inte tillgång sedan jag bytte bank. Kontot är nu avstängt men kan logga in. Alla pengarna jag har spelat för på deras hemsida har jag visat vart de kommit ifrån. Med andra ord har jag bevisat att pengarna är "vita". De skriver att jag ska visa framtida inkomst men då jag slutat studera får jag inte mer studiestöd utan kommer få inkomst från jobb efter Juni. Jag har förklarat detta för dem men de fortsätter skicka mail om bekräftelse av studiestöd för nästa termin.

Behöver ni mer information såsom mail eller bekräftelse på att min KYC är godkänd på hemsidan så kan jag skicka detta.

Dear Beffan1996,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what types of documents you have been unable to send to the casino?

Could you please advise what information you are unable to obtain now that you've switched banks?

Would you be so kind as to send me all the communication between you and the casino customer support that could be relevant to our investigation? My email address is veronika.l@casino.guru.

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

They were very quick to respond now that I mentioned I would write to you. They are now saying I have not submitted income, something I have done and which I see in my previous emails as well as on their KYC! However, I sent it again this morning so we'll see what happens. Will probably come back in the near future 🙂

Will write to you privately which documents apply

De var väldigt snabba med att svara nu när jag nämnde att jag skulle skriva till er. De säger nu att jag inte har skickat in inkomster, något jag har gjort och som jag ser i mina tidigare mail samt på deras KYC! Däremot så skickade jag om det nu imorse så vi får väl se vad som händer. Kommer väl få återkomma inom snar framtid 🙂

Skriver till dig privat vilka dokument det gäller

From the email you sent me, it seems that the casino wanted evidence that the closed account belonged to you. I understand that you are now unable to access it, but it might be necessary to visit your previous bank and request confirmation that you were the owner of the closed account. Would it be possible for you to arrange that?

Ahh no sorry. They wanted proof that I received the amount I wrote in the email. Not if the account belonged to me. They already know that. Develops on Mail as there are some private things regarding sums and the like.

As said, could not send all Mail conversation from Christmas as it has disappeared. Will try to find it so you get all the information from the beginning and you'll see what I mean.

Ahh nej förlåt. De ville ha bevis på att jag fick den summan som jag skrev i mailet. Inte om kontot tillhörde mig. Det vet de redan. Utvecklar på Mail då det är lite privata saker gällande summor och liknande.

Som sagt kunde inte skicka all Mail konversation från julas då det har försvunnit. Ska försöka hitta det så ni får all information från början så får ni se vad jag menar.

Yes they have stopped responding now again. Have to wait for them to respond I guess

Ja de har slutat svara nu igen. Får vänta tills de svarar antar jag

Oh, this is a joke. Now they are writing about the study support for the next semester AGAIN even if hag is not studying then!! They have no internal contact with each other and do not check my Mail as they are a new person who reviews the case all the time. You must help me.

comes to a solution with a new person all the time. Then we're back to square one the next day. Don't know what I can do. You must contact them

Asså detta är ett skämt. Nu skriver de om studiestödet för nästa termin IGEN även om hag inte studerar då!! De har ingen intern kontakt med varandra och kollar inte på mina Mail då de det är en ny person som granskar ärendet hela tiden. Asså ni måste hjälpa mig.

kommer fram till en lösning med en ny person hela tiden. Sen är vi tillbaka på ruta ett nästa dag. Vet inte vad jag kan göra. Ni måste kontakta dem

Thank you very much, Beffan1996, 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 Beffan1996,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear CampoBet Casino,

Could you please explain why you are requesting the player to provide proof of study support for the next semester when they have clearly stated that they will not be studying anymore? It appears the player has already provided sufficient evidence, so what is preventing you from processing their withdrawal? If the information can't be shared publicly please forward it to me at michal.k@casino.guru

Dear Customer, 

Thank you for contacting us. 

We kindly request you to provide us with your registered email address. Thank you for understanding! 

Best Regards, 

Customer Service 

Dear Beffan1996,

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.

Let's see.

Submitted documents proving that my old bank belonged to me and that the account was closed on 2023-10-03. I think it's starting to move forward, but we'll see.

Write my email address in the next paragraph as I prefer not to make it public.

Då ska vi se.

Skickade in dokument som styrker att min gamla bank tillhörde mig samt att kontot avslutades den 2023-10-03. Tror det börjar röra sig framåt men vi får se.

Skriver min e-postadress i nästa stycke då jag helst inte vill det ska vara offentligt.

I understand the principle and appreciate that you care about the players both from an ethical and legal perspective. It is really good that you have these guidelines and strive to ensure a safe and fair environment for all involved. However, it is frustrating that my evidence and documents seem to be ignored, even though it has now been six months. I ASSUME I'm not the only one experiencing this problem, so if not for my sake, please consider improving the internal communication a bit, because like your site and your offering. And everything has worked smoothly apart from this now.

Beffan

Jag förstår principen och uppskattar att ni bryr er om spelarna både från ett etiskt och lagligt perspektiv. Det är verkligen bra att ni har dessa riktlinjer och strävar efter att säkerställa en trygg och rättvis miljö för alla inblandade. Dock är det frustrerande att mina bevis och dokument verkar ignoreras, trots att det nu har gått sex månader. Jag ANTAR att jag inte är den enda som upplever detta problem, så om inte för min skull, överväg att förbättra den interna kommunikationen en aning, för gillar eran sida och ert utbud. Och allt har fungerat smidigt bortsett från detta nu då.

Beffan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Customer,

Thank you for providing us with your Skrill information, the balance was forwarded to be paid out by the relevant department. Please be on the lookout for our update emails.

Best regards,

CampoBet.se

Dear Customer,

We would like to inform you that your balance was paid out to Skrill on 15.06.2024.

Best regards,

CampoBet.se

Thank you for the good news, CampoBet Casino Team.

Dear Beffan1996,

As per the casino team's response, the funds have been successfully transferred to your Skrill wallet. Kindly confirm the receipt of the funds to ensure that your complaint is considered resolved.

If there is anything else I can assist you with, please feel free to let me know.

Dear Beffan1996,

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.

Dear Beffan1996,

Although it seems as though this issue has been clarified and you have most likely received the funds, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru