Verde Casino - Player's account verification is delayed.

Hello Casinoguru,

I am writing to request your assistance regarding an issue I am currently experiencing with Verde Casino.

I have been using the casino for approximately two days and initially deposited around €20. After playing and increasing my balance to a higher amount, I contacted customer support to ask about the withdrawal process. I was informed that KYC verification is

mandatory before any withdrawal can be processed.

Following their instructions, I submitted all of the requested verification documents; passport, selfie + passport, proof of address and proof of payment. After some hours, the documents were marked as approved. However, despite this, my account still appears to remain unverified, and I have not received any clear explanation as to why the verification has not been completed. I have probably contacted their live support over 5 times now and they are always misleading, not giving a clear answer about my situation.

What makes the situation more confusing is that I used V.vegas/HitnSpin/Ice Casino in the past, and as soon as the documents are approved on there, the account gets verified.

I have therefore completed everything that has been requested from my side, but my Verde Casino account is still left in an unverified state. I've also reuploaded all my documents a second time, in hopes of this potential "bug" being fixed. I would greatly appreciate CasinoGuru’s assistance in looking into this matter and helping me understand why the verification has not been finalized despite all submitted documents being approved.

Thank you in advance for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Verde Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any previous successful payouts from the casino?
• Did you achieve your current balance with the help of a bonus?
• Is your payout currently pending?
• Could you please share with me your communication with the casino when you contacted them about the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear AryaSI,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru