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I have been trying for days to withdraw the €300 I won, but they keep telling me to verify my account. I have been submitting all the required documents, both as pdfs and photos, each day for verification but without any success. There seems to always be a reason to reject the transaction and honestly I don't know what else to do. It seems there's a different excuse every day - sometimes it's the photo, sometimes it's the card, and sometimes it's something else entirely. I sincerely hope they resolve this issue soon, otherwise I will be forced to take necessary action. And it’s not just about the €300, but it’s also a matter of principle. If I upload a photo with my ID, you cannot tell me that the photo is not acceptable when it’s clear that it’s me in the picture with the document. The same goes for the credit card and the utility bill I submitted to verify my address. I just hope they sort out this issue soon because it's really frustrating to deal with these excuses all the time. I don’t get it - when you place a bet, they take your money right away. But the one time you're lucky enough to win, you're not even given your winnings. It's just so disappointing! 👎🏼👎🏼👎🏼👎🏼👎🏼

sono giorni che cerco di avere il prelievo dei 300€ vinti ma mi dicono sempre di verificare il mio account giorni che metto tutti i documenti sia in pdf che in foto ma ogni giorno c’è sempre un motivo per rifiutare la transazione io veramente nn so più come fare nn si pio cosa mettere ogni giorno una scusa diversa mo la foto mo la carta mo un’altra cosa io sinceramente spero che risolvano presto perché altrimenti prendo provvedimenti e nn è solo per i 300€ ma perché è una presa in giro se uno mette foto con documento nn puoi dirmi che la foto nn va bene perché si vede benissimamente che sono io con il documento stessa cosa con la carta di credito e anche la bolletta per verificare l’indirizzo ho messo di tutto spero risolvono presto perché hanno scocciato ogni giorno con scuse ma io nn capisco quando uno gioca mette i soldi e loro subito li prendono poi vicini per quella volta che uno ha la ciorta così si può dire manco ti danno i soldi mah 👎🏼👎🏼👎🏼👎🏼👎🏼

Dear wfr8v2qv7g,

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 list which documents you have already provided and when exactly did you send the last one?

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

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

So I inserted the indented card on the front, behind it, more photos with the document, then the Poste Pay card on the front and back, and the screen to show that the account is in my name and a bill to show my address.

Allora ho inserito carta di indentata avanti dietro più foto con documento poi carta poste pay avanti e dietro e lo screen per fare vedere che il conto è intestato a me e una bolletta per far vedere il mio indirizzo

The only thing is that I can't figure out what's wrong with everything here

L’unica cosa è che nn riesco a capire cosa se di sbagliato tutto qui

If your verification issue persists, please send me any recent correspondence with the casino discussing the issue to my email at tomas@casino.guru. I apologize for the inconvenience.

Dear wfr8v2qv7g,

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.

I sent the email this morning

Ho mandato la mail stamattina

Thank you very much, wfr8v2qv7g, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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.

Dear wfr8v2qv7g,

My name is Mirka, and I will be assisting you in solving this case. 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?

Thank you in advance,

Mirka

Hello Mirka,

Of course. The player was sent multiple e-mails with the request and description of what is missing in order to complete KYC check.

Please kindly refer below:

The player never provided the requested documents.

Also, the player has zero on their balance, there are no new/pending withdrawal requests.

Kind regards

I provided the documents more than once and if you go to the profile they are there very well and if there is nothing left in the account because I got annoyed and I used up every penny so every time you found an excuse every time I did the withdrawal was always refused and I prefer to close the account and will no longer play there or add money

I documenti li ho forniti più di una volta e se vai sul profilo ci sono benissimamente e se sul conto nn c’è più nulla perché mi sono scocciata e ho consumato fino all’ultimo centesimo tanto ogni volta trovate un pretesto ogni volta che facevo il prelievo era sempre rifiutato e preferisco chiudere proprio il conto nn giocherò più li ne caricherò soldi

Dear wfr8v2qv7g

The account was closed upon your request.

Kind regards

Thank you for your reply.

Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint. 

I’m sorry I couldn’t be of more help. I hope you won't come across a problem like this again, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Kind regards,

Mirka

Casino.Guru