The player from Italy faced issues with the verification process at the casino. Despite following instructions and submitting high-quality selfies with their ID, the identity photo was repeatedly rejected, while other documents were approved. We advised the player to ensure the photo was clear, unedited, and taken with proper lighting and minimal background. Following these guidelines, the player successfully passed verification and received the winnings. The complaint was marked as resolved.
Verde Casino - Player’s verification has been delayed.
Amount: €10
Verde Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Hello, I have a problem with the verification process. They want high-quality photos, but they reject my uploads every time for the identity photo. I followed their instructions and took a selfie with the document next to my face, but I still don't know what the issue is. The rest of my documents have been approved; this is the only one missing.
Automatic translation:
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3 months ago
Dear cameranoveronica,
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.
If you have been asked for a selfie with ID documents of high quality which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
The sample picture you submitted in your first post might have been rejected due to the ID not being readable, or low quality.
I would suggest you try asking a friend or family member to take your picture. Alternatively, try using a tripod. Please let me know if my suggestions were of any help.
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Good morning, verification passed and I also received the payment of the winnings after a couple of days of verification, have a good day
Automatic translation:
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3 months ago
Dear cameranoveronica,
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,
Tomas
Casino.Guru
