Verde Casino - Player's account is closed due to verification issues.

I hope this email finds you well. I am writing to address a concerning issue related to my account at Verdo Casino. My username is malikjibran1993.

Background:

I have been an active player on Verdo Casino, enjoying various games and making transactions without any issues.

During my gameplay, I made deposits and played games seamlessly, and there were no requests for additional verification or documentation.

However, when I attempted to withdraw funds from my account, I encountered unexpected hurdles.

Account Verification Process:

Upon initiating a withdrawal request, I was asked to complete the account verification process.

I promptly provided all the necessary documents, including:Front and back of my ID card

A selfie of me holding the front of my ID card next to my face

Current electricity bill showing my full name and address

Proof of payment

I ensured that all documents were submitted under my name, and the information was accurate.

Annoying Questions and Delays:

Despite providing the requested documents, I faced repeated requests for additional information.

The process became frustrating as I was asked to upload more documents, even though everything was clear and accurate.

I complied with each request promptly, including providing selfies with the required documents.

Account Block Issue:

After patiently waiting for a week, I received the shocking news that my account had been blocked.

The reason cited was that I allegedly used someone else’s documents, which is entirely untrue.

I reiterate that all documents submitted were in my name, and I followed the verification process diligently.

Appeal and Resolution:

I kindly request a thorough reevaluation of my account.

Please verify the authenticity of the documents I provided, including the selfies.

I am committed to fair play and transparency, and I believe my account should be reinstated promptly.

Conclusion:

I appreciate your attention to this matter and hope for a swift resolution.

Verdo Casino has been my preferred platform, and I wish to continue enjoying a seamless gaming experience.

Thank you for your understanding and cooperation. I look forward to hearing from you soon.

Dear Malikjibran1993,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

When exactly did the casino block your account?

Does your casino account's personal data match the personal information on all of your identity documents?

Did you accumulate your winnings with an active bonus?

Please forward me all the identity documents you sent to the casino for verification at veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi i have used a nick name as my email name. But then i have provided all the information and i even ask if i can come to prove my identity. Please let me know if any more identification required.

Dear Verde Casino representative,

Thank you very much for getting in touch with us and explaining the player's situation.

Dear Malikjibran1993,

Could you please specify the name and surname you used when registering your casino account, as well as the name and surname on your identity documents? This information will be treated as private and will not be shared publicly. If you prefer not to provide this information here, you can email it to me at veronika.l@casino.guru.

Do you have any official government-issued document that would show your full family name?

Dear Malikjibran1993,

I’m very sorry, but when you open an account at an online casino, it is crucial to submit your correct personal information, which must match what appears on your official identification documents. Online casinos are required by law to follow strict verification processes, including Know Your Customer (KYC) procedures, to ensure that players are who they claim to be. This is primarily for security purposes, preventing fraud, money laundering, and identity theft.

By using a nickname or any unofficial name that does not appear on your legal documents, it becomes impossible for the casino to verify your identity. This means that the casino cannot confirm that Malik K. and Jibran M. are the same person, making it challenging to prove that the account belongs to you. Providing accurate personal details is essential not only for account verification but also for accessing features such as deposits, withdrawals, and ensuring compliance with the casino's Terms and Conditions.

In the future, please ensure that you use your real legal name when registering with any new casinos to avoid similar issues. Unfortunately, in this case, since it is impossible to verify the account as belonging to you, we have to close your complaint.

Best regards

Veronika

Casino Guru