The player from Germany had had an issue with Verde Casino regarding document submission for withdrawal of his winnings. The casino had insisted on receiving a utility bill, which the player had not had. Despite having provided other documents like a rental agreement, ID card, and a court letter, his account had not been verified initially. However, after intervention from the Complaints Team, the casino had confirmed that the account was verified. The player had then requested withdrawal and after a short delay, confirmed that he had received his money. The issue had been resolved successfully.
Verde Casino - Player's Withdrawal is Delayed Due to Document Issues.
Amount: €6,500
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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8 months ago
Translation
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 *****
Edited by a Casino Guru admin
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8 months ago
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."
- Did the casino explain why a rental agreement wasn't sufficient?
- Are you able to supply any other documents necessary for the verification of your address?
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.
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8 months ago
Translation
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
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8 months ago
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Hello!! I have a question!! Have you been able to achieve anything?? Regards Roland
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8 months ago
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
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8 months ago
Translation
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
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8 months ago
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?
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8 months ago
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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 🙂
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8 months ago
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I also canceled my contract with my electricity provider and I really don't know what to do next
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8 months ago
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.
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8 months ago
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.
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8 months ago
Dear hausratte1971
Please kindly refer to the latest e-mail sent by support:
This is not the first e-mail, in fact 🙂
Regards
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8 months ago
Translation
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 *****
Edited by a Casino Guru admin
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8 months ago
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?
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8 months ago
Hello
The account is verified. Player currently does not have any active withdrawal requests.
Kind regards
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8 months ago
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?
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8 months ago
Translation
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
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7 months ago
Dear hausratte1971,
that's a great news! Have you requested a new withdrawal yet? Please keep me posted when you receive your funds.
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7 months ago
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The first part is already underway!! It has been saying for a few days that the payment is still being processed!! They may not be able to find the return button to activate the transfer to the bank!!
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7 months ago
Dear hausratte1971,
hope you are doing well. Have you received your funds, please? Is there any new information about this case?
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7 months ago
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Thank you so much Katarina!! The money is in my account and I thank you very much because without your help I would still be left with nothing!! Thank you so much. Kind regards Roland 🌹
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7 months ago
Dear hausratte1971,
I am very glad you have received your funds! After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, hausratte1971, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Katarina
