The player from Italy had experienced consistent difficulties withdrawing his funds from the online casino. Despite having provided all requested documents, including an identity card, payment card selfies, an electricity bill, and a current account registration, the casino had repeatedly denied his withdrawal requests. After the player had submitted a complaint to us, we had facilitated communication between the player and the casino. The issue had eventually been resolved to the player's satisfaction, and he confirmed that his withdrawal had been successful.
Verde Casino - Player’s withdrawal has been repeatedly denied.
Amount: €300
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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5 months ago
Translation
They always respond with the same request to send the documents even though I have sent the complete documents 5 times, they always deny my withdrawal
Automatic translation:
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5 months ago
Dear rosonpaul,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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5 months ago
Dear rosonpaul
Sorry you've faced issues. Can you please let us know your account ID in order to investigate, since we were unable to find your account via e-mail provided within the complaint.
Kind regards
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5 months ago
Translation
I sent an identity card, payment card with the relevant selfies in high definition as requested, electricity bill to verify residence, registered current account
Edited
Automatic translation:
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5 months ago
Dear rosonpaul
Please kindly refer to the latest e-mail that was sent you yesterday.
Thank you for your cooperation!
Regards
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5 months ago
Hello everyone,
Thank you both for your replies.
rosonpaul, has there been any news?
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4 months ago
Waiting for what? Have you received the email from the casino? Were you asked to provide any documents?
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4 months ago
Dear rosonpaul,
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.
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4 months ago
Dear rosonpaul,
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,
Kristina
Casino.Guru
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