The player from Germany faced withdrawal issues at the casino due to the requirement of providing proof of residence, specifically a recent statement. This situation was complicated as her husband handled the payment process, despite her personal information being visible on her ID card. The complaint was closed due to the player's lack of response to requests for further information and clarification. We were unable to proceed with the investigation or offer solutions at that time. The player could reopen the complaint if she chose to resume communication.
Verde Casino - Player's withdrawal is delayed due to documentation issues.
Closed
Our verdict
Player stopped responding
Amount: €550
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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3 weeks ago
Translation
Hello, for the payment, several things are required, including proof of residence; they want a statement no older than 3 months. This is all being handled through my husband, who shouldn't know anything about it! But it's clearly visible on my ID card where I'm registered!
Automatic translation:
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2 weeks ago
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.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Verde Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?
Additionally, could you please confirm whether you are the owner of the casino account in question?
Please note that we are only able to mediate complaints submitted by the actual owner of the casino account. Unfortunately, we cannot open or investigate complaints on behalf of third parties.
Thank you in advance for your response.
Best regards,
Attila
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1 week ago
Dear Anna11021977,
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.
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6 days ago
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,
Attila
Casino.Guru
