Verde Casino - Player's withdrawal is delayed due to ongoing KYC issues.

I have an issue with Green Casino and since I've lost my patience, I'm going to post about it.

For months, I've been trying to withdraw money and they keep telling me that kyc verification is necessary. I send my documents, they tell me to wait for verification, days go by and I end up wagering my withdrawal again.. but not today. I don't want to lose any more money so I withdraw 300 euros and again I fall into the kyc verification process where they want documents, etc. Again, I send the documents, wait, and then they tell me that they don't meet the requirements. I resend the documents as specified and still they make me wait. I've lost my patience and I'm not going to wait anymore.. I want my withdrawal and the documents I've sent are clearly visible and personal, thus there are no valid reasons to prevent the verification process.

Dear Dennis95,

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. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

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,

Petronela

They tell me that every time my documents don't meet the requirements and they propose again documents, bank statement etc.. more than that I don't know what to send them, do they want DNA proof?.

My withdrawals have been old for a long time then with the long times every time for verification (with all the necessary documents sent) I was refused my withdrawals every time until I played it again.. after a month I played boasts again and I won 300 and I proceeded with the withdrawal they ask me for documents again to make the withdrawal I sent them the requested data they make me wait for approval for the verification as they did and every time I wait without completing anything... now since I have lost patience and I don't want to play mine again, I wanted to make the complaint because I feel cheated. Then if I contact the online agents of the site they always tell me the same answers that I have to wait etc. And now I want my money because I have sent all the documents I have done all the checks and they still insist not to proceed with the verification at this point I feel cheated because they don't want to proceed with the verification to keep the money in the account and play it back to me this is what they are doing waiting.

Hello

The account was verified and the withdrawal request was processed on 09.02.2024 12:44:19 (UTC)

Please kindly let us know if there is anything else we can do for you 🙂

Regards

Thank you very much, Verde Casino Team, for your assistance.

Dear Dennis95,

Could you kindly confirm that the issue has been resolved successfully so I can update this complaint accordingly?

Thank you.

Dear Dennis95,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.