CampoBet Casino SE - Il giocatore fatica a verificare il suo account.

Requested withdrawal on January 8 of campobet and found out that kyc requested extra verification in addition to bank id. Submitted about 20 documents now for almost 2 months and get a reply from kyc if I'm lucky every 10 days. Constantly asking for more documents that are not relevant but still I have provided it. Then there is silence for several days before more documents are sent. I have never experienced more nonchalant customer service than this, customer service is totally uninterested in solving the problems. They do not respond to emails, even though I sent a complaint it has not been followed up, live chat cannot answer questions. No one at campobet can answer. The next step must be ARN and tip the gambling inspection. Recommends no one to play at campobet!

Begärde uttag den 8 januari av campobet och fick reda på att kyc begärde extra verifikation utöver bank id . Skickat in cirka 20 dokument nu under nästan 2 månader och får svar av kyc om jag har tur var 10e dag . Frågar ständigt om mer dokument som inte är relevanta men ändå så har jag tillhandhållit det . Sen blir det tyst i flera dagar innan det skickas om mer dokument. Jag har aldrig varit med om mer nonchalant kundtjänst än så här , kundtjänst är totalt ointresserade utav lösa problemem . Dem svarar inte på mail , även fast jag skickat klagomål har det inte följts upp , livechatt kan inte svara på frågor . Ingen på campobet kan svara . Nästa steg får bli ARN och tipsa spelinspektion. Rekomenderar ingen att spela på campobet !

Hello haampus,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CampoBet Casino SE. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I made contact on January 8 and sent in the first documents the same day. Then I received a reply on January 14 that they were required in pdf. Pdf was sent back the same day. Since then it has taken 10 days between the emails and more documents were sent in in pdf format. As far as I know all the documents are supposed to have been approved but then they started again with documents I already submitted and questioning transfers between my own accounts which have already been explained. Even accounts that are not used for deposits or withdrawals were requested. They have also requested profits from other casinos. The last time I spoke to the casino was 11 days ago on 12/2. Then they questioned my transfers I have from my account to my other accounts and wanted names and so on visible. But transfer within my own account and bank is only called mobile transfer and implies more can be disclosed about it. Since then it has been quiet for 11 days.

Jag tog kontakt den 8 januari och skickade in första dokumenten samma dag . Sedan fick jag svar den 14 januari att de krävdes i pdf . Pdf skickades samma dag tillbaka . Sedan har det tagit 10 dagar imellan mailen och fler dokument skickades in i pdf format . Vad jag vet så ska alla dokumenten ha godkänts men sedan började de om med dokument jag redan skickat in och ifrågasätta överföringar mellan mina egna konto som redan har förklarats . Till och med konton som inte används till insättning eller uttag begärde dom in. Dom har även begärt in på vinster från andra casinon . Senast jag pratade med casinot var för 11 dagar sen den 12/2 . Då ifrågasatte dom mina överföringar jag har från mitt konto till mina andra konto och ville ha namn o så vidare synligt . Men överföring inom mina egna konto och bank heter bara mobil överföring och inger mer kan lämnas ut om det . Sedan har det varit tyst i 11 dagar .

Thank you haampus for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear haampus,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear CampoBet Casino SE,

Could you please state why the player's withdrawal account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good day,

Thank you for reaching out.

Please note that we are looking into the circumstances of the case and will reply in due course and once we will collect all relevant information.

We kindly request that you remain patient as we endeavour to respond as soon as possible.

Sincerely,

CampoBet.SE

Dear CampoBet Casino SE,

Thank you for your response and the information provided. Please keep us updated regarding the matter.

I am looking forward to your response.

Kind regards,

Stefan

Hello casino guro and Stefan, today I received an email 24 days after the last submitted document by campobet, telling me that my account was closed due to something based on documentation, that the requirements were not met to complete the KYC verification process? I was paid all the money at once! .

I'm still logged in with a bank ID and I've probably sent in more than 20 documents for everything they asked me for, so I don't understand their reasoning for this. I had still asked to close my account as soon as this had been resolved so win win for both then.

I think that even if the problem can be solved, the assessment of campobet should be changed so that more people don't end up in their own fabricated bureaucracy. You should have a big thank you for the help, that you take the time to help someone and that you feel heard by you.

Hej casino guro och Stefan , jag fick idag ett mail 24 dagar efter senaste inskickade dokument av campobet där man berättar att man stängt mitt konto pågrund av något med baserat på dokumentation , att kraven inte var uppfyllda för att slutföra KYC verifieringsprocess ? Jag fick utbetalt alla pengar på en gång ! .

jag äe ändå inloggad med bank id och säkerligen skickat in mer än 20 dokument på allt de bett mig om så jag förstår inte deras motivering om detta . Jag hade ändå bett om att få stänga mitt konto där såfort detta hade lösts så win win för båda då .

Tycker även om problemet kan tänkas vara löst så bör omdömet av campobet ändras så inte fler hamnar i deras egna påhittade byråkrati . Ni ska ha ett stort tack för hjälpen att ni tar er tid att hjälpa en och man känner sig hörd av er .

Dear Team,

Thank you for your patience.

As confirmed by the customer, we have processed the payment of the balance. The account, however, remains closed as it did not pass the verification procedure.

We always do our best to improve our service and the customer's feedback is greatly appreciated. Please feel free to contact us if you have any questions.

Sincerely,

CampoBet.SE

Dear haampus,

Thank you for your response and the information provided.

Could you please confirm if you have received your whole balance?

I am looking forward to your response.

Kind regards,

Stefan

Hi Stefan.

I confirm that I have received the full balance paid.

Hej Stefan.

Jag bekräftar att jag fått hela saldot utbetalt .

Dear haampus,

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 any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan