Verde Casino - Player’s withdrawal delayed due to verification issues.

I made a deposit of 50 euros with my Mastercard, no problem, and won 400 euros. However, when I tried to withdraw the money, it wouldn't work with Mastercard. It then prompted me to switch cards. I tried a bank transfer, which appeared to work, but the money just returned to my gaming account instantly. I reached out through the online chat and was told to verify my identify. I sent all the documents they requested, but didn't get approved. I pointed out that all other casinos had approved me with no issues using these documents, but they still declined. They then requested a selfie with my ID and bank card in hand. I followed these instructions, but still did not get approved. I know the images were clear as the text on the cards was perfectly legible. I tried this 12 times with no response. When I contacted chat again, I was told that my information is under review and to be patient as the process is manual. They would send an email when approved, they said, but no email has ever arrived. Now it's already a week since this began and despite many chat discussions, all with the same response - 'your information is under review, please be patient' - nothing has changed. At this point, I'm unsure of what steps to take next.

Dear carolabugiel64,

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?
• Was the selfie you sent to the casino with the Mastercard you used for deposits?
• If you have the communication between you and the casino saved, please forward it to my email at tomas@casino.guru

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

The matter is resolved

Dear carolabugiel64,

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 any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru