The player from Germany who is not a German citizen is facing withdrawal issues. Despite successfully winning 6,000 Euros and being able to withdraw 400 Euros after submitting an ID for KYC verification, the casino has stopped paying out the remaining funds. We contacted the casino, and it informed us that they missed the player's passport for complete verification. It turned out, that the player's old passport had expired so they waited for the issue of a new one. Since the ID card alone was not sufficient enough for a full KYC, the casino agreed to wait until the player would upload a new document. After 6 weeks it was done, so the verification finished and the payment was processed. The player confirmed the money was transfered to their bank so the complaint was resolved.
Verde Casino - Player’s withdrawal has been delayed.
Amount: €5,600
Verde Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I have won a total of 6000 euros and wanted to withdraw all of it. After three weeks, only 400 euros have been paid out and nothing more. Since I am not a German citizen, for the KYC verification, I submitted my ID, meaning my proof of residence. I've lived in Germany since I was born and I am now 41 years old. Even though 400 euros were paid out once, they no longer payout. Unfortunately, I do not have another ID and a residence in Germany does not expire, so I do not understand what the problem is.
Dear deniz0302,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
I don't know exactly, I got a bonus when I deposited. But the money won wasn't a bonus. It is also there as real money credit and 400 euros have already been paid out.
Hello
The player must provide extra documents, that were requested.
Currently, we see that the limits were applied for gambling activity.
Regards
So do I still have to submit something?
Dear deniz0302
You've provided the outdated ID card, also you've been requested to provide a selfie with the documents in hands, fully visible. Should you need more help - please contact support.
Kind regards
That's the problem, I've uploaded my documents several times. It's a branch and it doesn't expire in Germany. The date it says is for my passport, which has expired
Thank you very much, deniz0302, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hi deniz0302, I will be taking care of your complaint from now on.
Dear Verde Casino, can you please specify, if you have received proof of a permanent residence permit in Germany, but since the player is not a citizen, he should also have a passport/ID issued by the country of his citizenship. Do I understand correctly, that this is the document that expired and you requested the player to provide an updated one?
Is this the only document that's missing to complete KYC?
Regards,
Natalia
A branch doesn't expire, it's just the date on my passport. I reapplied but unfortunately it takes up to 6 weeks. But the branch in Germany is my ID card, which doesn't expire
Dear deniz0302
Since you've uploaded your expired document as a proof of your identity, our regulator is very curious and keen to see an up to date one.
Sorry for the inconvenience.
Regards
Dear deniz0302, your permanent residence permit card serves as proof that you have permission to live and work in Germany, however, if you're a citizen of another country you should have a valid passport issued by that country. I'm afraid, that the casino has a full right to request you to provide a legit up-to-date document. The expired ones cannot be accepted for KYC verification in any online casinos.
Please, can you specify if you were informed about the exact date when you can expect you passport to be renewed?
There is no exact date, not only that it can take up to 6 weeks.
Other things!
why have they already transferred 400 euros of the 6000 euros to me?
Hello deniz0302
The system automatically withdrew the transaction.
Hope this clarifies.
Best regards
So I have to wait until my passport arrives and then submit everything?
Dear deniz0302
Sorry, I am afraid, but yes. Otherwise, we are not in the competence of approving the withdrawals.
Thank you for understanding.
Kind regards
Dear deniz0302
Of course not, they remain on your balance 🙂
It's a matter of compliance solely.
Kind regards
Hi all, so I believe we can only wait until the player receives a new valid passport.
Dear deniz0302, we will keep your complaint opened. I will set the timer for 6 weeks, hopefully, you will get the new document in this time frame and will be able to proceed with the verification.
Although the real money on your balance cannot simply expire, please, also keep in mind that if you choose to play with your balance and it happens that you lose the money, then we won't be able to help you return it since you are the one to decide how to use your balance.
So just keep us informed and let us know as soon as you get your new passport.
Regards,
Natalia
Dear deniz0302,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
I have now submitted my passport there and hope that they will finally pay it out. But nothing has happened yet.
Hello all
We can confirm, that the casino approved 3 withdrawal requests yesterday, and they are now being processed by the PSP.
Regards
Yes, today I received another request to verify myself. I can't do anything more than upload my documents. Don't understand why it's so complicated.
Thank you for the updates, deniz0302 and Verde Casino.
Dear Verde Casino, please let us know when the withdrawal requests will be finally processed. I also wonder what were the reasons for asking the player to upload the documents for verification again, if they have been already verified as I understood.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hi the casino has now transferred everything
Dear deniz0302,
I'm glad to hear that you have received your winnings and 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,
Natalia
Casino.Guru
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