Verde Casino - El retiro del jugador se retrasa debido al bloqueo de la cuenta.

I submitted a text written name, plus photo of id, there was a misspelling. Because of that they say I am blocked and will not be able to access any of my money or get it refunded. My name has letters that are not in english alphabet, they will not tell me what is wrong with my name, only that my name is wrong, i can not access account to see what is wrong with my name. From everything i can find it says this is illegal behaviour from them, but verde keep telling me that my name is wrong, that they are keeping my money, and that i should stop contacting them, without any explanation. I have many more screenshots, but reached max upload limut.

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Dear Guai,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem with withdrawing money from the casino.

To better understand your situation, could you please provide us with the following details?

•  Can you log in to your account now?
• What specific information did you submit regarding your name and the photo of your ID?
• Could you provide the exact spelling of your name as it appears on your ID?

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,

Petra

Greetings,

The player should make a withdrawal request.

The KYC is complete

Regards

Dear Guai,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru