The player from Germany encountered a four-week payment delay due to constant requests for new documents in the KYC process. After the player provided the necessary documents, the payout was eventually processed. The complaint was marked as resolved by us after confirming the successful resolution.
Verde Casino - Player's withdrawal being delayed by continuous KYC requests.
Amount: €500
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
8 months ago
Translation
Payment has not been made for 4 weeks. Constantly, new documents are supposed to be uploaded in kyc.
Automatic translation:
Public
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8 months ago
Dear steffimarquardt24,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
- Have you accumulated your winnings with the help of a bonus?
- Is your casino account currently accessible to you?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
8 months ago
Translation
Hello
After another request to send documents to Verde Casino support, the payout was finally made. A complicated process, but mastered nonetheless. Thank you very much.
Regards Stefanie ****
Edited by a Casino Guru admin
Automatic translation:
Public
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8 months ago
Dear steffimarquardt24,
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
