Verde Casino - El retiro del jugador se retrasa debido a la verificación KYC.

Withdrawal (real money - not bonus funds!) is not processed because KYC is not verified or approved, even though the necessary documents are available.

Auszahlung (reales Guthaben - kein Bonusguthaben!) erfolgt nicht da KYC nicht geprüft bzw. freigegeben wird, obwohl entsprechende Dokumente vorliegen

Dear PeterMassling,

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

Have you provided all the required documents as soon as possible and in the correct format? 

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, 

Dominika

Hello Dominika,

all required documents requested on the site were uploaded 10 days ago!

One was then deleted by Verde, which I uploaded again today.

Here the payment is deliberately delayed!

And I already had these questions in the chat on the Verde site - if I do not receive confirmation within 3 working days or am unable to transfer the due balance, I will have to take legal action.

MfG

Hallo Dominika,

aller erforderlichen Unterlagen, die auf der Seite angefordert wurden wurden vor 10 Tagen hochgeladen!

Eine wurde dann von Verde gelöscht, die ich heute erneut hochgeladen habe.

Hier wird die Auszahlung gezielt verzögert!

Und diese Fragen hatte ich schon im Chat auf der Verde Seite - sollte ich innerhalb von 3 Werktagen keine Bestätigung erhalten bz. das fällige Guthaben überweisen können, muss ich rechtliche Schritte einleiten.

MfG

Dear PeterMassling, do you have any updates regarding the verification results, please?

KYC is now positive, but the withdrawal amount has not yet arrived in my account...

KYC ist nun positiv, aber der Auszahlungsbetrag ist noch nicht auf meinem Konto eingegangen...

Dear Peter

According to our records, the money should have reached your bank account at 01.11.2024 10:35:43 (UTC)

Can you please double-check once again?

Warm regards

Dear PeterMassling,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.