The player from Germany had trouble withdrawing a balance of 350 Euros from Verdecasino.com due to KYC verification issues. Despite having uploaded all the necessary documents multiple times, including ID card, proof of address, and transaction history via Jeton, the casino support had continued to insist on missing documents. The player had sought help to resolve these issues. After the intervention of the Complaints Team, the player had followed the casino's instructions and successfully completed the KYC verification. The player had confirmed receiving his winnings from the casino. The Complaints Team had marked the complaint as 'resolved'.
Verde Casino - Player experiences repeated KYC verification requests.
Amount: €350
Verde Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I have been registered with Verdecasino.com (player ID 52120314) since last year and have already deposited money a few times. About 2 weeks ago I managed to turn a 10 euro deposit into a real money balance of just over 350 euros for the first time. I also met the sales requirements for the bonus, which meant that I only had pure real money holdings, without an open bonus. I then wanted to have the money paid out. That's why I uploaded all the necessary documents for the KYC verification to VerdeCasino on the same day (see attachment "Screenshot of my uploaded documents") and then reported this to support.
A few days later I received the first email from VerdeCasino, which said that I should upload two more documents (see attachment "Email from VerdeCasino from February 8th and my answer"). I made the 10 euro deposit with Jeton and in the KYC verification conditions from VerdeCasino it says: "If you use Neteller / Skrill / Ecopayz / Payeer / Cashlib / Jeton / Sofort (Klarna) / Neosurf / Astropay: Please take a screenshot of your Neteller or Skrill profile page where you can see your registered email address." I did and uploaded it and also uploaded a screenshot of my Jeton Transactions (see attachment "Jeton Transactions 10€ deposit"), where you can see the 10€ transfer to VerdeCasino. Nevertheless, I continue to receive regular requests to upload the documents (see attachment "E-mail from VerdeCasino from February 17, 2024"). But they are already uploaded visibly in my account under "KYC verification". I have pointed this out to support several times, but to no avail. The communication seems pointless because support always just reminds me that these documents are missing, even though I have already submitted them or cannot submit a single account statement with the transfer, since there are no individual account statements at Jeton, only the overview at Transactions.
Here is a list of my uploaded documents on the KYC verification page in my Verdecasino.com account:
Photo ID:
-Front and back of my ID card
-a selfie of me holding the front of my ID card next to my face
Proof of address:
-Current electricity bill that clearly shows my full name and address
Proof of payment:
-Screenshot of my Jeton profile data page with name, phone number, email, address, etc.
-2 screenshots of my Jeton Transactions overview, where you can see the last two transfers to VerdeCasino.
These documents meet all KYC verification requirements according to VerdeCasino terms and conditions.
I ask for your help as I don't know what else I can do to solve the problem. I really hope that you can help me so that I can successfully complete the KYC verification to enable the withdrawal of my 350 euros.
Thank you very much in advance for your efforts.
Best regards
Robin El****
Edited by a Casino Guru admin
Automatic translation:
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2 months ago
Hello DerElzna,
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?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello Nick
Thank you for your quick answer and for trying to help me with my problem. The verification process has been running since February 6th, 2024. That day I uploaded the documents and then immediately informed support that I had uploaded them. On February 10th, 2024 I wrote to support again that I had uploaded all the required documents and I was still getting these emails saying that I should upload 2 more documents. The support there informed me that all the documents I have uploaded so far have already been checked. And yet I should continue to upload the documents mentioned in my first message. This was the last time I contacted support.
Best regards back,
Robin
Automatic translation:
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2 months ago
Hello DerElzna,
Please follow the casino's instructions and let us know the outcome as soon as possible.
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2 months ago
Translation
KYC verification completed successfully and received money from VerdeCasino. Thank you for your help and all the best for the future.
Automatic translation:
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2 months ago
Dear DerElzna,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
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