Verde Casino - Player complains about withdrawal issues due to unsuccessful verification.

I started playing on the Verde Casino app and made two deposits from my Bancomer bank card in digital format. I won around 1000 pesos on the first day and requested to withdraw it in two parts. They asked me to verify my personal data account, which I did by uploading the necessary documents. They promised to inform me of the verification results between 5 minutes to 12 hours via my email, not on the deposits. The withdrawal attempts were rejected due to issues with the document verification. I contacted customer support through the online chat, and they advised me the same instructions for verifying my information and to have patience.

I continued to play and won almost 3000 pesos, and again, the same problem occurred. There were excuses about the documentation, which I uploaded again in the required size and format. When I contacted the online chat, they advised me to be patient and thanked me for submitting the necessary documentation again. After waiting 12 hours, I received another email confirming again that the verification was unsuitable and my withdrawals were denied again.

I wanted to added more information, but the app would not permit me to input more data, stating that the verification process was complete, but there was still no successful cash withdrawal.

The app is TERRIBLE. I don't understand how Google allows this type of fraud.

Plus, all of their emails were in English, adding more confusion to the process.

I believe they should verify the users before the first deposit is made, not when they try to withdraw the money they have "won".

The experience was unpleasant to say the least.

I would NOT recommend this app at all. COMPLETE ALERT - DO NOT FALL INTO THE TRAPS OF THESE DISHONEST, NON-SERIOUS PEOPLE WHO LACK A SENSE OF RESPONSIBILITY. THEY HIDE BEHIND A COMPUTER TO CONTINUE SCAMMING PEOPLE.

If there was an option to file a lawsuit, I would without hesitation.

It's a shame that laws in our country aren't enforced against these scammers.

Thank you for your attention, I hope that people do not fall into these ILLEGAL practices.

Dear vidioprime2,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Did the casino advise what was wrong with your documents?

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,

Kristina

Dear vidioprime2,

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 clearly understand the verification of user data, but what does not fit the situation is that they only verify data to withdraw and when depositing there is no problem, however the problem is that they ask me for a photograph of my digital card, holding it in my hands on both sides, with visible numbers and I think it saved, they tell me otherwise it is impossible to do what they ask.

If it were a transparent casino from the beginning of the deposits, they would verify the user data.

Dear vidioprime2

Can you please provide your account id?

Since the specified account within the complaint does not have deposit/withdrawal/gaming history.

Kind regards

Hello everyone,

Thank you both for your replies.

vidioprime2, could you please provide the requested information so that we can proceed with this complaint?

I am attaching screenshot proofs to prove my complaint.

Hello,

Player Id: 48785769

The player currently has no money on the account, also, the KYC is not completed.

Regards

Of course it is not complete why they never accepted the documentation that I attached for the KYC verification, I contacted support again and again and there was never a response.

Lack of seriousness on the part of the casino, why the verification should and must be before any deposit by the user, not when you are going to withdraw the money.

And I also have proof of when I wanted to withdraw the amount of my earnings in it and the verification never passed.

vidioprime2, could you please advise how you wish to proceed with this complaint as it seems that you do not have any funds left in your casino account? Are you still interested in our help regarding the verification?

Dear vidioprime2,

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.