Cobra Casino - El jugador tiene problemas con la verificación de la dirección para el retiro.

I have an account at Cobra Casino in my name and email (ju****a, ej**** s@hotmail.com ) and unfortunately my Brazilian bank, which is Bradesco, does not issue an address with the statement to prove the address, I reported this in the chat with several agents who told me I could attach it without this address, which I did, I contacted them by email several times asking for help and looking for a solution to this (like, for example, attaching the household account in my parents' name) but NOBODY responds, they just keep denying and denying my documents without giving me any help, the chat team says they can't assist in this part as they are not the ones who check. They keep throwing you from one side to the other without any response!

It's incredible that depositing is immensely easy, now to withdraw the minimum profit I had, they don't try to help with absolutely anything.

Tenho uma conta no Cobra Casino em meu nome e e-mail (ju****a, e j****s@hotmail.com) e infelizmente meu banco brasileiro que é o Bradesco, não emite endereço junto ao extrato para comprovação do endereço, relatei isso no chat com diversos atendentes qual me disseram que poderia anexar sem este endereço, qual eu fiz, entrei em contato por e-mail diversas vezes pedindo ajuda e procurando uma solução para isso (como por exemplo, anexar a conta de casa em nome dos meus pais) mas NINGUÉM responde, apenas continuam negando e negando meus documentos sem me dar auxilio algum, equipe de chat diz que não consegue auxiliar nessa parte pois não são eles quem verificam. Ficam te jogando de um lado pro outro sem resposta alguma!

Incrivel que pra depositar é uma facilidade imensa, agora pra sacar o minimo de lucro que tive, não tentam auxiliar em absolutamente nada.

Dear julianasantana,

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

Have you tried going to the bank physically and requesting a statement that would include your name and address?

Have you tried emailing the casino's customer support and explaining your situation to them?

Could you please confirm if the casino has approved your other identity documents?

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

Dear julianasantana,

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.

I managed to send the documents and it was approved, however, after this approval (of the documents requested via CHAT, the ATTENDANT told me, they decided to ask me for another document which was the selfie! I sent it and they denied it even though it clearly stated ME and the document, it seems that every time you are closer to withdrawing, they find another reason not to let it. I asked several times to check the document via chat and they say they will request priority and no one ever advises me. Both via email.

Consegui enviar os documentos e foi aprovado, porém, após essa aprovação (dos documentos solicitados via CHAT, pelo ATENDENTE me dizendo, resolveram me solicitar outro documento que era a selfie! Mandei e negaram mesmo constando claramente EU e documento, parece que cada vez que você está mais perto de sacar eles arranjam outro motivo pra não deixar. Pedi diversas vezes pra verificarem o documento via chat e dizem que vão solicitar prioridade e ninguém nunca me orienta. Tanto via e-mail.

Did you make sure that the selfie was in high resolution and that the text on the identity document was visible and fully readable? Did you take the photo in a natural light? Did the photograph fulfill all the requirements requested by the casino?

Did you receive any suggestions from the customer support as to how the selfie should be taken so that it gets accepted?

I used the same photo that every casino has already accepted me. This is the first time I've had trouble checking and I don't seem to be the only one.

The chat team just tells me to wait and says they will contact me via email.

Utilizei a mesma foto que todos cassino já me aceitaram. É a primeira vez que tenho problema pra verificar e não pareço a única.

Equipe do chat só me orienta a esperar e dizem que vão me contatar via email.

I contacted them again via chat and they told me that the document had been verified by the team, even though it was listed as PENDING for me and the attendant assured me that I could request the withdrawal and he would notify the payments team. No response to emails asking for help.

Entrei em contato de novo no chat e me disseram que o documento estava verificado pela equipe, mesmo constando como PENDENTE pra mim e o atendente me assegurou que eu poderia solicitar o saque e ele avisaria a equipe de pagamentos. Sem resposta nos e-mails pedindo ajuda.

Thank you for providing me with the update. Could you please advise if you submitted a withdrawal request as suggested by customer support?

Dear julianasantana,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.