Verde Casino - Player's withdrawal is continuously rejected.

I've been waiting for 2 weeks for my €5000 payout.

I've already deposited more than €500.

And my withdrawals are always rejected due to some document issue.

On the 9th of May, I uploaded all the necessary documents. Since then, I've been waiting for confirmation of the €5000 payout. The chat always asks for patience, without providing any further information. They promised to forward my concern to the relevant department and someone should get back to me the same day, but unfortunately, there has been no response.

Dear ay111,

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.

• Is your account currently accessible to you?
• When was the last time you were in contact with casino support and what did you discuss?
• 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

Solved

Dear ay111,

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

Best regards,

Tomas

Casino.Guru