The player from Italy faced delays in completing the KYC verification process despite repeated attempts over several weeks, which prevented her from withdrawing her winnings from the casino. The issue was resolved after the casino verified the player's account and began processing withdrawals, albeit in installments. Throughout the process, the player experienced some complications, including a temporary account block, but ultimately confirmed that all winnings had been credited. The Complaints Team marked the complaint as resolved, expressing gratitude for the player's cooperation.
Verde Casino - Player’s withdrawal is delayed due to verification issues.
Amount: €13,000
Verde Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
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Account ID: 60215698
Good evening, I am writing to request your assistance as I have been trying for weeks to complete the KYC verification process because I would like to withdraw some funds. However, the response I keep receiving is that the data is still being processed. I kindly ask for your intervention.
Please note that the winnings come from a deposit made without any bonuses or promotions.
Hoping for your help, I extend my kind regards.
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2 months ago
Dear Dadedu97,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve been facing with the KYC verification process and withdrawing your funds.
To better understand your situation and assist you effectively, could you please provide the following information:
- The date you first submitted your KYC documents and any subsequent dates you sent additional documents (if applicable).
- The type of documents you submitted (e.g., ID, proof of address, payment method verification).
- Whether the casino has requested any additional or specific documents from you and whether you’ve provided them.
- Any reference numbers or email threads related to your KYC process that might help us follow up.
If you have any screenshots or copies of communication with the casino, you can forward them to me at petronela.k@casino.guru.
Your cooperation in providing these details will help us investigate and work towards a resolution.
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
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2 months ago
Hello,
According to our records, the account is verified, and the withdrawals will be approved according T&Cs of the casino.
Kind regards
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2 months ago
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Good morning, I would like to inform you that today my account has been verified and I have proceeded to withdraw the funds.
I note on the payment page that the withdrawal was automatically divided by the casino program into 400 euro installments.
By asking support I should receive the winnings within 5 minutes to 14 days.
I will keep you updated on this. Best regards.
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2 months ago
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Update, the casino has blocked my profile and rejected my withdrawal, therefore I ask for immediate intervention and explanations
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2 months ago
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The casino blocks my profile after my withdrawal because they think they are trying to hack my profile.
I'm afraid this mess is a scam.
I have all the sensitive data of the kyfc verification I ask for immediate intervention
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2 months ago
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update.
the casino promptly proceeded to restore my profile after making me change my passwords.
I proceeded to make a new withdrawal.
I'll keep you updated
Edited
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2 months ago
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Update, the samples are slowly starting to arrive, let's see if everything arrives, I'll keep you updated.
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2 months ago
Hi Dadedu97,
Thank you for the update. I'm glad to hear that the payments are slowly starting to arrive. Please keep me informed as you receive the remaining installments, and don’t hesitate to reach out if anything unexpected happens.
Looking forward to hearing from you.
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2 months ago
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I made a first withdrawal to verify that they were credited, the system automatically divided the credit into several operations, I will then proceed to withdraw the total of the winnings and I will keep you constantly updated, thank you, best regards
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2 months ago
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Updates, as of today there are 4 deposits missing from completing the first withdrawal made 4 days ago.
I proceeded to request a new withdrawal for the remainder of the winnings.
I will continue to keep you updated
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2 months ago
Dear Dadedu97,
Thank you for the update. I understand that you’ve made progress with your withdrawal, and I appreciate you keeping me informed.
I will be waiting patiently until you’ve received all of your winnings.
Have a great weekend.
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2 months ago
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As of today, almost a third of the winnings have been credited, I will keep you updated
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2 months ago
Hi Dadedu97,
Thank you for the update. I’m glad to hear that part of your winnings has been credited. I appreciate you keeping me informed, and I’ll be waiting to hear once the remaining amount is received.
Fingers crossed for a smooth process 🤞🏼
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2 months ago
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Update, half of the amount has been credited, I will continue to keep you updated thanks
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2 months ago
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All due has been credited, I will definitely continue to use this casino! Do the kyfc verification send all the data and the money (slowly) has all arrived! Thanks for the help and thanks to verdecasino.
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2 months ago
Dear Dadedu97,
Great news 🤩 We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot (link here), it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time and thank you, Verde Casino Team for your assistance.
Best regards,
Petronela
Casino.Guru
