Verde Casino - Player’s withdrawal is being delayed.

I would like to clarify the situation:

''Like all licensed gambling operators, we are legally required to check that the personal details you provide us with are accurate. Kindly check the list of documents below, upload them in the "KYC Verification" tab of your profile and let us know about that via online chat.

If you have active withdrawals, they will be paused until the procedure is completed.

1) A document which proves your identity (ID card, driver's license, passport).

2) Digital photo of you holding your passport (ID card) and bank card in your hands near your face. (521125******4343)

For the identification process to be successful, it is essential to provide all the information in high-quality resolution.''

I inform you that immediately after registration, in order to receive the prize, I submit the necessary documentation to you as:

Proof of Identity: Passport, Driving License or official Government issued ID card & a selfie with ID/Passport.

Proof of Address: Utility bill, phone bill or bank statement displaying your name and address in full.

Proof of Deposit: Screenshot or photo from online bank, bank statement, Skrill page, etc. showing the deposit

Profile was verified.

02/10/2024 I requested the costs -844a7d49-0c90-4db3-a714-54bece797127, then I started to receive repeated information from you about the proof of identity (the profile has already been verified) and an additional request to take selfies with an ID card and Front and Back of card used for deposit and a selfie with bank card in hands. First six and last four digits of the card number, it was done!

Every day online support answers something different, please let me know when I can receive my money, because I have submitted all the necessary information according to your instructions.

Please provide the explanation by e-mail, without using the automatic reply!

NONE OF ANSWERD HAVE BEEN ANSWRDED and in chat room operator say - I would like to clarify the situation:

''Like all licensed gambling operators, we are legally required to check that the personal details you provide us with are accurate. Kindly check the list of documents below, upload them in the "KYC Verification" tab of your profile and let us know about that via online chat.

If you have active withdrawals, they will be paused until the procedure is completed.

1) A document which proves your identity (ID card, driver's license, passport).

2) Digital photo of you holding your passport (ID card) and bank card in your hands near your face. (521125******4343)

For the identification process to be successful, it is essential to provide all the information in high-quality resolution.''

I inform you that immediately after registration, in order to receive the prize, I submit the necessary documentation to you as:

Proof of Identity: Passport, Driving License or official Government issued ID card & a selfie with ID/Passport.

Proof of Address: Utility bill, phone bill or bank statement displaying your name and address in full.

Proof of Deposit: Screenshot or photo from online bank, bank statement, Skrill page, etc. showing the deposit

Profile was verified.

02/10/2024 I requested the costs -844a7d49-0c90-4db3-a714-54bece797127, then I started to receive repeated information from you about the proof of identity (the profile has already been verified) and an additional request to take selfies with an ID card and Front and Back of card used for deposit and a selfie with bank card in hands. First six and last four digits of the card number, it was done!

Every day online support answers something different, please let me know when I can receive my money, because I have submitted all the necessary information according to your instructions.

NONE AO ANSWED HAVE BEEN ANSWERED!

ITS SCAMMERS

Dear lucky18, 

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 specify what types of documents you submitted into your casino profile? Am I correct in understanding that you successfully passed the basic KYC verification?

What additional documents did the casino request from you? Did you submit all the requested additional documents on time and in the correct format?

When was the last time you submitted a verification document to your casino profile?

When was the last time you communicated with customer support and what was it about?

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, 

Veronika

Hello Veronica!

When I registered, it was necessary to verify and present - national ID card, driver's license, proof of address (bill) and selfie with ID, all information was provided and the profile was verified.

2 withdraw casino made and then a complete misunderstanding started.

It is consistent with the fact that the deposit was made from another of my cards, I had to present a bank statement, because the card was digital, there were no questions.

But then the interesting thing started, it is necessary to take a photo from the National ID card again (even though it is verified) + a selfie with the national ID card and the card (it was necessary to cover the cvv and 6 middle digits), I also submitted these documents - I cannot send another ID, because I have only one ID, a selfie with a national ID card and a card (even 2 pictures of the company to improve the quality of the opportunities) and since 02/10/2024 they refuse to withdraw because I don't have profile verification and send an automatic message every other day-

''Like all licensed gambling operators, we are legally required to check that the personal details you provide us with are accurate. Kindly check the list of documents below, upload them in the "KYC Verification" tab of your profile and let us know about that via online chat.

If you have active withdrawals, they will be paused until the procedure is completed.

1) A document which proves your identity (ID card, driver's license, passport).

2) Digital photo of you holding your passport (ID card) and bank card in your hands near your face. (****************)

For the identification process to be successful, it is essential to provide all the information in high-quality resolution.''

I repeat, I have provided all the information!

I have written an e-mail to Vedre casino support on 08/10/24, no one has given me an answer.

Dear lucky18

Please kindly refer to the latest e-mail from our support.

Once you provide the necessary documents, the withdrawal will be approved in no time.

Thank you for cooperation!

Kind regards

Verde Casino!

Documents have been updated every second day starts from 02/10/24 !!!!

Yesterday 16/10/24 again same automatically mail from you, I start to be fet up with you guys!

''Like all licensed gambling operators, we are legally required to check that the personal details you provide us with are accurate. Kindly check the list of documents below, upload them in the "KYC Verification" tab of your profile and let us know about that via online chat.

If you have active withdrawals, they will be paused until the procedure is completed.

1) A document which proves your identity (ID card, driver's license, passport).

2) Digital photo of you holding your passport (ID card) and bank card in your hands near your face. (****************)

For the identification process to be successful, it is essential to provide all the information in high-quality resolution.''

SO ANOTHER WORDS, WHERE ARE ALL MY UPLOADED DOCUMENTS WITH MY DATA???

Thank you, Verde Casino representative, for getting in touch with us and assisting the player.

Dear lucky18,

Please forward your most relevant communication with the casino customer support regarding your verification to my email at veronika.l@casino.guru. Kindly include the identity documents you sent to the casino for the KYC process as well. Thank you for your patience and your cooperation.

Hello, Veronika!

A description of the situation and the requested information have been sent to you.

Regards

Thank you very much, lucky18, 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.

Greetings, Veronica!

Thanks for an update.

Regards

Hi lucky18,

I've just reviewed your case and am sorry to hear about your struggles with verification. From now on I will be assisting you with your complaint.

Dear Verde Casino, can you please provide more information about the player's issue? Based on the latest communication I checked, you requested the player to provide you with the ID document and a selfie with the document, which was done. Were the photographs already reviewed? If they don't meet the requirements, can you please specify what is incorrect?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hello,

The player currently does not have any active/pending withdrawal requests.

Regards

Verde casino, why are you giving malicious information?

Dear lucky18

Can you please specify the disputed transaction ID?

Regards

With you I will not share any information in future, all questions by Natalia!

Dear lucky18, is your casino account already marked as verified? Can you please post a screenshot of your cashier on which we can see if you have any active pending withdrawals? Alternatively, you can send it to my email (natalia.b@casino.guru).

If you have any doubts, please don't be afraid to cooperate and provide the requested information because we have an official casino representative here who can help you resolve the issue and won't use any data in fraudulent way. However, by your request, all your posts can be hidden so that only involved parties can see them.

Hello, Natalia!

Requested information have been sended to you e-mail.

Regards

Dear lucky18, I haven't received anything from you so far. Could you please check if used the correct email address?

Hello, Natalia!

Now should be in your mail box.

Regards

Thank you, lucky18. I have just checked the issue with the casino representative. Your current withdrawal request for €40 via Bitcoin is being reviewed at the moment. Your previous withdrawal requests via bank transfer were, unfortunately, rejected due to some missing documents. You supposedly were asked to provide additional documentation (I'm not sure which exactly these were).

I hope your most recent withdrawal request via Bitcoin will be processed soon. Please, keep me updated, if any additional information will be requested from you again.

Hello, Natalia!

As soon there will be news , I'll let you know.

Regards

Thank you for the updates, lucky18.

Dear Verde Casino, could you please inform us if the latest withdrawal request by the player is already processed from your side or if it is scheduled for processing yet?

Dear lucky18

Can you please make a withdrawal request again, and let us know here.

The previous one was not successful.

Thank you in advance!

Verde Casino!

Why the previous one was not successful?

Today in chat room oparator text that its in progress!

You full around not only players, but also Casino Guru!!!

Regards

Hello lucky18

The transaction was approved by the casino and was indeed in progress.

Got cancelled by the PSP. We are kindly asking to make a new request.

Regards

Verde Casino!

What is PSP and what i have to do with that??

Dear, Natalia!

Please, investigate this case!!!

Regards

Dear lucky18, can you please try to submit a new withdrawal request? PSP is a payment service provider, sometimes withdrawals may get canceled not by casinos, but by payment providers despite being processed from the casino's side. Please, make another try, and if there are problems again, we'll ask the casino to check it with the payment provider directly.

Dear lucky18,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Natalia

Casino.Guru