The player from Germany is facing difficulties in withdrawing a large sum of winnings from Verde Casino due to issues in document submission. The Casino is requesting a utility bill which the player doesn't have.
Hello everyone!! I won a fairly large amount at Verde Casino and now I want to have it paid out!! I have documents (ID, rental agreement for the apartment, a document issued to me by the district court!!! But that is not enough for them to make the payment!! I should send a utility bill, which I don't even have yet!! Can you help me with that??? Regards Roland *****
Dear hausratte1971,
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.
According to the casino's KYC policy:
"When applying Standard Verification, the Company shall ask a user to submit the following documents: (...)
In some situations - the user`s address confirmation. It may be utility bill, telephone bill or other documents, which, due to the local legislation, shall be deemed to be sufficient in order to confirm the address of the user."
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
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hello everyone!!! Unfortunately they didn't write why my rental agreement, as well as my ID card, as well as a letter from the district court, which was sent to me, which contains all my data and address!! They only write if I have a utility bill!! My gut feeling tells me that they don't want to pay out the money
Hello!! I have a question!! Have you been able to achieve anything?? Regards Roland
Thanks for your reply.
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
Unfortunately I didn't take a screenshot!!! After the chat it is closed and unfortunately communication is then lost!!! My last resort would be to get my lawyer involved, which is what I actually wanted to avoid!! Honesty is the most important thing for me!! Trust is everything. Regards Roland
Do I understand correctly you created an account in the casino and moved to your current address only recently?
Which other options for verification of your current address are available for you?
So my rental agreement, a letter from the district court with my address and my name!! My ID, which I have already sent!! What other options are there? I asked politely 🙂
I also canceled my contract with my electricity provider and I really don't know what to do next
Thank you very much, hausratte1971, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Dear hausratte1971,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite Verde Casino representative to join this conversation.
Dear Verde Casino, could you please provide more information about this case?
Looking forward to your reply.
Dear hausratte1971
Please kindly refer to the latest e-mail sent by support:
This is not the first e-mail, in fact 🙂
Regards
Well, if a rental agreement is not enough, as is an ID card, front and back, and a selfie of me with my ID card in my hand, then I don't understand a lot of things, oh yeah, and a letter from the district court that I received in the mail with my name and address on it is still not enough, then I feel totally cheated by you!! Something to think about!! I don't want to involve my lawyer yet and hope to sort it out here and now!! Thank you in advance!! Regards, Roland *****
Dear Verde Casino,
thank you for your reply. Will you be able to explain why you do not consider the rental agreement to be a sufficient proof of address? What other document can hausratte1971 provide other than a utility bill, please?
Hello
The account is verified. Player currently does not have any active withdrawal requests.
Kind regards
Thank you Verde Casino for your reply.
Dear hausratte1971,
can you please confirm whether your account has been verified, please?
Are you going to request any withdrawals?
Hello Katarina!! It looks like the documents have been verified!! I'm just curious when the payment will be transferred to my account!! Kind regards Roland
Dear hausratte1971,
that's a great news! Have you requested a new withdrawal yet? Please keep me posted when you receive your funds.