Verde Casino - Player encounters problem with his casino account.

Dear korlatovicdenis9,

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 take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Thank you very much, korlatovicdenis9, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello korlatovicdenis9,

I'm Michal and I have taken over your complaint. Just so you know, you can post your response in Bosnian or Serbian language. Our automated translation feature should support these languages, so there is no need to use screenshots from Google Translate. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Verde Casino to join the conversation.

Dear Verde Casino,

Could you kindly furnish details regarding the non-acceptance of the player's bank statement? What other document can the player provide to finish the KYC process?

Hello,

According to our records, the account is verified.

Kind regards

Dear korlatovicdenis9

1) You may write in your language in here (CasinoGuru has implemented the automatic translation).

2) What error are you getting?

Regards

Dear korlatovicdenis9,

Can you please elaborate on why you can't write directly? What is disappearing?

Please provide a screenshot of the error you are encountering when you try to make a deposit that prevents you from doing so so that the casino team can look at it.

Hello,

Thank you for clarifications.

According to point 9 of Bonus T&Cs:

At least one deposit must be made by a player who used any of the no-deposit offers to meet the KYC requirements and following the AML policy.

Hope this clarifies.

Kind regards

Dear korlatovicdenis9

Please feel free to address these types of questions to support (available 24/7 via live chat).

But generally the min deposit is 10 EUR, wager x2.

Regards

Dear korlatovicdenis9,

I'm sure the casino will act according to their terms and conditions as mentioned here:

As mentioned by the Verde team above please feel free to address these types of questions to support (available 24/7 via live chat).

Dear korlatovicdenis9,

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.

Dear korlatovicdenis9,

Do I understand correctly that you have received the money? Can we consider your complaint resolved, or do you require assistance with anything else?

Dear korlatovicdenis9,

Thank you for the confirmation. I'm glad to hear that you successfully received the funds.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru