The player from Germany had an issue with the casino not accepting his photo with ID despite it being visible. All other required documents like registration confirmation from the town hall, bank statement, and payment proof had been accepted. The player insisted that the photo was taken in daylight and even after enhancing the brightness, the casino rejected it. We suggested the player take a new photograph in a well-lit area for better clarity but received no response. Despite extending the complaint resolution time twice, the player did not cooperate further, leading us to reject the complaint due to lack of communication.
Verde Casino - Player struggles with ID verification.
Amount: €50
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 weeks ago
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1 month ago
Translation
"VerdeCasino65" is not accepting "photo with ID in hand" even though everything is visible. I don't have a better camera.
(ID, registration confirmation from the town hall, bank statement, and payment proof have all been accepted)
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1 month ago
Dear Android_Star,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem.
After reviewing the image of you holding your ID, it seems understandable that the casino is unable to verify your selfie. I suggest taking a new photograph during daylight, preferably in a location with enough natural light. This should ensure that all the information on your ID is clearly visible and easy to read. Please let me know if you have any questions or need further assistance with this.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Important: The front and back of the ID were accepted by the casino. If ID was accepted, why not "Photo with ID"? This was not mentioned in my previous complaint. So please delete my previous complaint.
P.S. I took the photo in daylight. I made it brighter and sent it to the casino again. It was rejected again.
Edited
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1 month ago
Translation
It was rejected again. I have now sharpened the photo and uploaded it again. Other casinos have also accepted the photo as a selfie. That's why I've now called the police because of fraud.
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1 month ago
Translation
(They don't ask for a selfie, just a "photo with ID" to compare the ID with. It's just a reason that was made up. If you've done your research, you'll notice that others didn't get their money either.)
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1 month ago
I am sorry but is there any problem with taking a new picture of yourself, instead of just sending the same one repeatedly? The text is barely legible, I recommend you take a better photograph, possibly near a window.
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1 month ago
Dear Android_Star,
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.
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3 weeks ago
Have you provided the casino with a better photograph, or do you refuse to cooperate?
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