Verde Casino - Player’s withdrawal is delayed due to profile issues.

Hello, I played 4 days ago and after the game I requested to withdraw the money and the casino told me to send us your documents. I sent the documents and they said we want your previous bank card. I also explained that the card's chip is damaged. I changed it and after two days I talked to the site operator, he said why is your date of birth wrong, they manipulated my profile, both date of birth and gender, they say something every time, they did it very cleverly, maybe I am wrong in the date of birth, but about the gender Please take care of my case

Dear liliasaman41,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Verde Casino, and this is what I found:

6.4. If any of the information that you provide to us is untrue, inaccurate, misleading or otherwise incomplete, you will be in breach of contract and we reserve the right to terminate your account immediately and prevent you from using the services, in addition to any other action that we may choose to take.

Do I understand correctly that the date of birth and gender information you submitted in your casino account is incorrect? Are there any other discrepancies between your true personal information and the information in your casino profile? Please bear in mind that it's the player's responsibility to make sure all the personal information is correct when they create an account in the casino.

Regarding the verification of your damaged card, did you use this card to deposit money at the casino? Were you able to provide any proof or documentation showing that this card belongs to you?

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

Hello, I handed over all the documents to them and I can send them to you as well. In addition, they have manipulated the profile. It's not my fault. I have paid the winnings I had with my new bank card. Above, the same bank and the same name have been changed

Hello, I can't send the documents to you for verification, they can't be uploaded, I can send them via email

Accusing the casino of altering your personal account details is a very serious allegation. Without concrete evidence, it's impossible to prove that the casino manipulated your profile information. For us to move forward with investigating your case, we kindly request that you provide evidence showing that you did not enter the incorrect personal data yourself. We need proof that the details were changed after the fact, and not due to any oversight on your part. My email address is veronika.l@casino.guru. Thank you for your cooperation.

I don't blame them, but this is impossible. Even if I made a mistake in my date of birth, I won't make a mistake in my gender anymore.

Veronika, well, what should I do now? I sent them the documents

I'm sorry but providing incorrect identity information when filling out your casino profile is strictly against the Terms and Conditions. It is the player's responsibility to submit complete and accurate personal information that can be verified by the casino. Since you breached this rule by entering a random date of birth and incorrect gender, we are unable to assist you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we 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.