CampoBet Casino - El problema de la cuenta del jugador necesita solución.

Hello, i have literally the same problem as fezbet, there my problem is mostly solve, so i would like to ask here to solve the same problem, as i read i realised campobet and fezbet is clones, so i hope we can solve this here too

Dear Szabivok,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

Could you please forward me the communication between you and the casino regarding the closure of your account and the confiscation of your winnings? My email address is dominika.l@casino.guru.

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Dominika

So basicly i went to a holiday and i injured seriously and i was not able to do the verification in the hospital and after that i forgot it, they closed my account and after that they didnt answered any of my email, I had the same problem with fezbet and its solved, so i want to do the same with campobet

Dear Szabivok, please forward me the communication between you and the casino regarding the closure of your account and the confiscation of your funds at dominika.l@casino.guru.

Could you kindly provide more details regarding the timeline of events?

When exactly did the casino request that you verify your account?

When did you submit your identity documents for verification?

At what point was your account blocked?

A clear timeline will help us better understand the sequence of events and decide on the best next steps to take.

They requested when i was in the hospital an april last year and i was not able to send it after that i forgot about it and october they just sent me 1 email about they close my account with my money...

Thank you very much, Szabivok, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Szabivok for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CampoBet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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.

Hi Szabivok,

I just wanted to inform you that since Peter, your assigned resolver, is currently on vacation, I’ve extended the complaint timeline by an additional 7 days. Peter has the most in-depth understanding of your case and has been in direct contact with the casino, so we believe it’s best to wait for his return.

We truly appreciate your patience, and I assure you that Peter will get back to you as soon as he’s available.

Thank you again for your understanding.

Dear Szabivok, I apologize for the lack of response. I was out of the office due to an injury. I am trying to get in contact with the casino representatives outside of the thread, so I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Szabivok,

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.

Thank you for the clarification Szabivok, I have passed it on to the casino representative, and I am waiting for an update. I will keep you informed about any new developments. Thank you for your patience during this time!

Dear Szabivok, unfortunately, I wasn't able to come to a compromise with the casino regarding your complaint. The 30-day time period for providing the necessary documents for verification is an industry standard we don't like to go against, so unfortunately, we are not able to assist in this case. While I tried to solicit that you provide the casino with evidence of your hospital stay but ultimately, as you have failed to provide the documents in the timeframe, the casino acted according to the licensing regulations and terms and conditions. For that reason, your complaint will be rejected. I understand this isn't a satisfactory solution to your issue, and I am sorry I could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter

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

Hello and thank you for reopening the case, my problem is my account is verified and they paid the money to the bank account, but the problem is they only paid 100 euro and im sure i had much more, about 1000 euro real balance (i wagered my bonus) and im not able to login to check it, so I asked for proof about it, screenshoot or something else, becuase im 100% sure i wagered my bonus, but they did not gave me any proof

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 All,

Thank you for contacting us.

Please be advised that as the customer failed to provide the requested documentation within the required timeframe, his winnings have been voided and the account has been closed in accordance with our Terms and Conditions. We have refunded the initial deposit of 100 EUR.

9.3 You must promptly provide us with all of the documents and information we might request, and assist us in conducting our Checks, without undue delay and in any event within thirty (30) days of our request. We may close or limit your account until you provide the requested documents, information and assistance. If you fail to do so to our reasonable satisfaction within the deadline indicated above, we may confiscate your winnings, terminate our business relationship with you, and return the remaining balance of your account to you. We may also withhold any payment to/from your account until the Checks are completed to our satisfaction.

Kind regards,

Campobet.com team

As i said before i had the same problem with fezbet, i seriously injured during the vacation for a long time and i was not able to do the verification, fezbet understood it and i did the verification and they paid me and the case is resolved

I would like to ask to recover the amount and i do whatever you say to verify my account, thank you

Thank you to both parties for the update.

Dear CampoBet Casino representative, would it be possible to reattempt the verification process if the player provides evidence that they have had an extended hospital stay and were unable to finish the process in the required timeframe? This situation should not create a precedent for future cases, but instead should be a special exemption due to extraordinary circumstances. Thank you in advance for your consideration!

Dear Peter,

Unfortunately, the cited clause in our Terms and Conditions applies to all users, and we are unable to make exceptions regardless of the circumstances. Our decision on this matter is final.

Kind regards,

Campobet team

Thank you for the update CampoBet Casino representative.

Dear Szabivok, as the casino is unwilling to make an exception in your case, we are unfortunately unable to assist you further. The timeframe for KYC verification is an industry standard we don't like to go against, with the exception of individual cases like yours, but it is ultimately the decision of the casino if they wish to make a goodwill gesture. With this in mind, we are forced to reject your complaint. Thank you for your understanding.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter