Verde Casino - Player experiences delayed verification and withdrawal.

I first turned in my documents for verification almost 3 weeks ago now. After 11 days I inquired about what was taking so long to be verified & was informed that the docs had not been looked at bc I failed to inform the casino that I had submitted them. (Since when is it the players responsibility to inform the casino to do it's job?) Once they were looked at they started sending emails asking for the exact documents that were already turned in. Everyday at the exact same time I would get an email requesting a pic of me holding my id. I provided this over 10x all being perfectly clear & legible. On the 12th day after my docs were turned in I submitted a withdrawal request for $1000. They continued to ask for the same thing over n over. Finally yesterday I spoke with Daniel in support & he said provide ID pic 1 last time & he assured me that my withdrawal would be processed after that. I provided it and then at the same time as everyday I received an email now requesting proof of residence, which was also already provided. I went ahead and sent another. We are now going on 3 weeks to be verified & over 8 days of rejected withdrawals. It states in the t&c that unverified withdrawals up to 500€ will be paid in 7 days so I should have at least gotten that verified or not! They are intentionally delaying my verification & withdrawal hoping that I just spend the money which I refuse to do. I want my withdrawal in full. I have played on 2 other casinos since this started and was verified & received withdrawals on both within 12 hours on one & within 24 hrs on the other. Therefore there is absolutely no reason at all for Verde to take this long & it is borderline a scam casino & fraudulent business.

Hello FosterTanner,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Verde Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Nick, 1st let me clarify I am a man not a woman. Thank you for your response & help. To answer your questions:

1. It has been ongoing since the first week of November

2. All the documents were up & customer support said they looked good but then they all the sudden started sending repeat request for the pic w id over n over. I sent in over 10 pictures ALL BEING CRYSTAL CLEAR & PERFECTLY LEGIBLE. Then after the 11th one they cleared it & then asked for another proof of residence which had already been provided on 2 different statements. I sent a 3rd yesterday. Normally, around this time every morning I have an email from them but none today.

3. Last time I spoke w customer support was yesterday & all they said was the same pre-written message that I needed to wait for verification. I have copies of all chat correspondence if needed.

Foster Tanner

Hello,

This is a duplicating complaint from https://www.askgamblers.com/casino-complaints/verde-casino-intentionally-delayed-payment-and-verification

The resolution will be conducted there and the final verdict - in here.

Regards

Verde completed verification after responding to complaint. As long as my withdrawal is now processed as stated it would be by support I consider the matter resolved. See attached

Dear FosterTanner

Have you received your winnings yet?

Regards

Yes, I just received them. Thank you very much.

Dear FosterTanner, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru