The player from Italy had faced difficulties with the KYC verification process at Green Casino, which had prevented him from withdrawing his winnings. Despite having provided the necessary information, some documents had not been successfully confirmed. Consequently, the player had spent all his winnings due to his inability to withdraw. The casino had responded, stating the account was verified, but the player did not provide further clarification on what assistance he needed. Due to a lack of response from the player, we were unable to investigate further and had to reject the complaint.
Verde Casino - Player struggles with KYC verification process.
Amount: €1
Verde Casino
Safety Index:Very highSafety Index
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9.2
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
Public
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8 months ago
Translation
Hello, I have been trying for some time to complete the KYC verification requested by Green Casino in order to access the withdrawal tool for my winnings. Despite providing all the information they asked for, they still won't confirm some of my documents. When I speak to customer service, they direct me to an email with the same documents to resend.
Yesterday, after discussing my predicament with a friend, he suggested I reach out to you.
I had a balance of approximately €2,000, which I ended up using all of because I was unable to complete the verification. My current balance is now €0.99.
Automatic translation:
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8 months ago
Dear vasilecretu123,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if your account was verified faster but at this point, we cannot ask the casino to refund your lost winnings.
Could you please advise if you wish to verify your account anyway?
Thank you in advance for your reply.
Best regards,
Kristina
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8 months ago
Dear vasilecretu123
According to our records, the account was verified at 04.12.2023 20:44:05 (UTC)
Would you be a little bit more specific, what can the casino do for you?
Thank you in advance!
Regards
