Verde Casino - El retiro del jugador se retrasa debido a problemas con los documentos.

Hello everyone!! I won a fairly large amount at Verde Casino and now I want to have it paid out!! I have documents (ID, rental agreement for the apartment, a document issued to me by the district court!!! But that is not enough for them to make the payment!! I should send a utility bill, which I don't even have yet!! Can you help me with that??? Regards Roland *****

Hallo zusammen!! Ich habe bei verde casino einen Recht hohen Betrag gewonnen und wollte es nun auszahlen lassen!! Ich habe Dokumente ,( Ausweis , Mietvertrag der Wohnung , ein vom Amtsgericht ausgestelltes Dokument an mich !!! Aber denen reicht es nicht um die Auszahlung zu tätigen !! Ich solle eine Nebenkostenabrechnung senden , dich noch gar nicht habe!! Können sie mir da weiter helfen ??? Mfg Roland *****

Dear hausratte1971,

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.

According to the casino's KYC policy:

"When applying Standard Verification, the Company shall ask a user to submit the following documents: (...)

In some situations - the user`s address confirmation. It may be utility bill, telephone bill or other documents, which, due to the local legislation, shall be deemed to be sufficient in order to confirm the address of the user."

• Did the casino explain why a rental agreement wasn't sufficient?
• Are you able to supply any other documents necessary for the verification of your address?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello everyone!!! Unfortunately they didn't write why my rental agreement, as well as my ID card, as well as a letter from the district court, which was sent to me, which contains all my data and address!! They only write if I have a utility bill!! My gut feeling tells me that they don't want to pay out the money

Hallo zusammen!!! Leider schrieben die nicht , warum mein Mietvertrag , sowie mein Personalausweis , sowie ein Schreiben vom Amtsgericht , was an mich gesendet wurde , wo all meine Daten , Adresse beinhaltet !! Die schreiben nur , wenn ich eine Nebenkostenabrechnung hätte !! Mein gefühl sagt mir ,dass die das Geld nicht auszahlen möchten

Hello!! I have a question!! Have you been able to achieve anything?? Regards Roland

Hallo!! Ich hätte eine Frage !! Haben sie was erreichen können?? Mfg Roland

Thanks for your reply.

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

Unfortunately I didn't take a screenshot!!! After the chat it is closed and unfortunately communication is then lost!!! My last resort would be to get my lawyer involved, which is what I actually wanted to avoid!! Honesty is the most important thing for me!! Trust is everything. Regards Roland

Leider habe ich kein Screenshot gemacht!!! Nach dem Chat wird der geschlossen und die Kommunikation ist leider dann weg!!! Mein letzter weg wäre dann mein Anwalt einzuschalten , dies wollte ich eigentlich vermeiden !! Ehrlichkeit ist für mich das a und o !! Vertrauen halt. Mfg Roland

Do I understand correctly you created an account in the casino and moved to your current address only recently?

Which other options for verification of your current address are available for you?

So my rental agreement, a letter from the district court with my address and my name!! My ID, which I have already sent!! What other options are there? I asked politely 🙂

Also mein Mietvertrag , ein Schreiben vom Amtsgericht , indem all meine Adresse , mein Name steht !! Mein Ausweis , den ich auch schon zugesendet habe!! Was gäbe es denn noch für möglichkeiten. Freundlich gefragt 🙂

I also canceled my contract with my electricity provider and I really don't know what to do next

Auch habe ich mal mein meinem Stromanbieter den Vertrag zu gesenfet ich weiß echt nicht weiter

Thank you very much, hausratte1971, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.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 hausratte1971, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

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? 

Looking forward to your reply.

Dear hausratte1971

Please kindly refer to the latest e-mail sent by support:

This is not the first e-mail, in fact 🙂

Regards

Well, if a rental agreement is not enough, as is an ID card, front and back, and a selfie of me with my ID card in my hand, then I don't understand a lot of things, oh yeah, and a letter from the district court that I received in the mail with my name and address on it is still not enough, then I feel totally cheated by you!! Something to think about!! I don't want to involve my lawyer yet and hope to sort it out here and now!! Thank you in advance!! Regards, Roland *****

Also , wenn ein Mietvertrag da nicht ausreichend , sowie ein Personalausweis Vorderseite und rückseite , dazu nicht ein Selfie von mir mit meinem Ausweis in der Hand , dann verstehe ich vieles nicht , achja und noch ein Schreiben vom Amtsgericht , was ich per Post bekommen habe , wo mein Name und die Adresse stand , dann noch nicht ausreicht , dann fühle ich mich von ihnen total betrogen !! Einmal zum nachdenken !! Ich möchte noch nicht meinen Anwalt einschalten und hoffe es hier und jetzt zu klären !! Danke ihnen im vorraus !! Mfg Roland *****

Dear Verde Casino,

thank you for your reply. Will you be able to explain why you do not consider the rental agreement to be a sufficient proof of address? What other document can hausratte1971 provide other than a utility bill, please?

Hello

The account is verified. Player currently does not have any active withdrawal requests.

Kind regards

Thank you Verde Casino for your reply.

Dear hausratte1971, 

can you please confirm whether your account has been verified, please?

Are you going to request any withdrawals?

Hello Katarina!! It looks like the documents have been verified!! I'm just curious when the payment will be transferred to my account!! Kind regards Roland

Hallo Katarina !! So wie es aussieht , wurden die Dokumente verifiziert !!bin nur noch gespannt wann die Auszahlung auf meinem Konto rübergebucht wird !! Liebe grüße Roland

Dear hausratte1971, 

that's a great news! Have you requested a new withdrawal yet? Please keep me posted when you receive your funds.

The first part is already underway!! It has been saying for a few days that the payment is still being processed!! They may not be able to find the return button to activate the transfer to the bank!!

Der erste Teil ist ja schon in Gange !! Dort steht seit paar Tagen , dass die Auszahlung noch bearbeitet wird!! Die finden eventuell nicht den Return Knopf um den Transfer zur Bank zur betätigen !!

Dear hausratte1971, 

hope you are doing well. Have you received your funds, please? Is there any new information about this case?

Thank you so much Katarina!! The money is in my account and I thank you very much because without your help I would still be left with nothing!! Thank you so much. Kind regards Roland 🌹

Vielen lieben Dank Katarina !! Das Geld ist auf meinem Konto und bedanke mich sehr herzlich , denn ohne ihre Hilfe stände ich noch vor einem nichts !! Vielen lieben Dank. Liebe grüße Roland 🌹

Dear hausratte1971, 

I am very glad you have received your funds! After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, hausratte1971, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina