The player from Germany faced issues with withdrawing real money from the casino due to the KYC process not being verified or approved, despite having submitted the necessary documents. The KYC was confirmed as positive; however, the player reported that the withdrawal amount had not yet arrived in his account. The Complaints Team noted that the issue appeared to be resolved based on the casino's confirmation that the funds should have been transferred. Without further confirmation from the player, the complaint was set to be rejected.
Verde Casino - Player's withdrawal is delayed due to KYC verification.
Amount: €500
Verde Casino
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
5 months ago
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5 months ago
Translation
Withdrawal (real money - not bonus funds!) is not processed because KYC is not verified or approved, even though the necessary documents are available.
Automatic translation:
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5 months ago
Dear PeterMassling,
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 advise which documents you have already provided and when exactly did you send the last one?
Have you provided all the required documents as soon as possible and in the correct format?
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,
Dominika
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5 months ago
Translation
Hello Dominika,
all required documents requested on the site were uploaded 10 days ago!
One was then deleted by Verde, which I uploaded again today.
Here the payment is deliberately delayed!
And I already had these questions in the chat on the Verde site - if I do not receive confirmation within 3 working days or am unable to transfer the due balance, I will have to take legal action.
MfG
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5 months ago
Dear PeterMassling, do you have any updates regarding the verification results, please?
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5 months ago
Translation
KYC is now positive, but the withdrawal amount has not yet arrived in my account...
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5 months ago
Dear Peter
According to our records, the money should have reached your bank account at 01.11.2024 10:35:43 (UTC)
Can you please double-check once again?
Warm regards
