Verde Casino - Pelaajan tili on estetty.

Good day

My problem with the casino is as follows

-on April 27th I sent everything needed for KYC (my ID card, selfie with ID card, documents from the bank)

-on 27.04 I requested a withdrawal of €4000

-on April 27th, they demanded a selfie with their ID card from me again

-on 29.04 withdrawal canceled and account blocked

I contacted support and their response was that I played in the state of Austria and I want to get the documents (I will send you screenshots)

I have a feeling that they are deliberately stretching this. Please help or give me some advice. Thank you.

Dobry deň

Moj problem s casinom je nasledovný

-dňa 27.04 som poslala všetko potrebné pre KYC (moj občiansky preukaz,selfie s občianskym preukazom, doklady z banky)

-dňa 27.04 som požiadala o výber vo výške 4000€

-dňa 27.04 požadovali odomna este raz selfie s občianskym preukazom

-dňa 29.04 výber zruseni a ucet zablokovaný

Kontaktovala som podporu ich odpoved ,ze som hrala v štáte Rakúsku a chcu odomna dokumenty (poslem Vam Screenshots)

Mam pocit ze to všetko úmyselne naťahujú. Prosím Vás o pomoc pripadne o nejakú radu.Dakujem

Dear Anna65,

Thank you very much for submitting your complaint. I’m sorry to hear about the trouble you’ve had with KYC and your withdrawal request.

To help us get a clearer picture, could you please let us know:

1. Which country did you select as your residence when you registered your account?
2. Were you accessing the casino from an IP address in a different country than your declared residence (for example, playing from Austria while your profile lists another country)?
3. Have you received any automated emails or notifications about why your withdrawal was canceled?

If you have any of this correspondence or additional documentation, please feel free to forward it to petronela.k@casino.guru.

When a player’s actual playing location (IP address) differs from the country of residence on their profile, casinos are required to verify the reason for that mismatch before proceeding. Understanding your declared residence and where you were connecting from will help us determine whether this policy led to the delay and what steps are needed to move forward.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good day

When registering, I chose Slovakia because I have permanent residence in Slovakia.

I played in the casino from an IP address in Austria because I work here 14 days in a shift as a nanny and 14 days at home. I sent them all the documents, including my payslip (invoice) from 14.04-02.05.2025

The casino contacted me via email only to say that my withdrawal was canceled, no reason was given, I contacted support.

Dobrý deň 

Pri registrácii som zvolila Slovensko nakoľko mám trvalý pobyt na Slovensku 

V casine som hrala z IP adresy v Rakúsku nakoľko tu pracujem 14 dní v turnuse ako opatrovateľka a 14 dní som doma poslala som im všetke dokumenty taktiež moju výplatnú pásku (faktúru) od 14.04-02.05.2025

Casino ma prostredníctvom emailu kontaktovala iba ze môj výber bol zrušení dovod nebol uvedený, kontaktovala som podporu. 

I have new information, the account has been unblocked and KYC successful, I have requested a withdrawal, I will keep you informed. Thank you

Mam nove informácie, ucet bol odblokovaný a KYC úspešne, požiadala som o výber ,budem Vas informovať. Ďakujem

Update - winnings paid out €850

Aktualizacia-vyplatene výhry 850€

Update - winnings paid out in the amount of €1750, remaining to pay €2250

Aktualizácia- vyhra vyplatene vo výške 1750€ ostava doplatit 2250€

Hi Anna65,

Thank you for the detailed updates regarding your case.

I'm glad to hear that your account has been unblocked, your KYC was successfully verified, and part of your winnings has already been paid out. Based on what you've shared so far, it seems the casino's actions were precautionary, which is a common practice when there's a discrepancy between the player's registered country and their actual playing location. In such cases, once the player provides sufficient documentation and explanation—as you have—they are generally expected to proceed accordingly, as the casino appears to be doing now.

I’ll be waiting for your next update regarding the remaining €2,250. Hopefully, everything will be resolved smoothly from this point on.

Please don’t hesitate to reach out if there are any new developments or if you require further assistance.

Dear Anna65,

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,
Petronela
Casino.Guru