Verde Casino - La retirada del jugador se ha retrasado.

I have won a total of 6000 euros and wanted to withdraw all of it. After three weeks, only 400 euros have been paid out and nothing more. Since I am not a German citizen, for the KYC verification, I submitted my ID, meaning my proof of residence. I've lived in Germany since I was born and I am now 41 years old. Even though 400 euros were paid out once, they no longer payout. Unfortunately, I do not have another ID and a residence in Germany does not expire, so I do not understand what the problem is.

Ich habe insgesamt 6000 Euro gewonnen und wollte alles auszahlen lassen. Es sind jetzt nach 3 Wochen erst 400 Euro ausgezahlt und sonst noch nichts. Da ich kein deutscher Staatsbürger bin hab ich bei der kyc Überprüfung meine id ausweiss sprich Niederlassungs Nachweis hinterlegt. Ich lebe in Deutschland seit meiner Geburt bin jetzt 41 Jahre alt. Obwohl schon einmal 400 Euro ausgezahlt wurde zahlen die nicht mehr aus. Einen anderen Ausweis hab ich leider nicht und eine Niederlassung in Deutschland läuft halb nicht ab so das ich nicht verstehe woran es liegt.

Dear deniz0302,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I don't know exactly, I got a bonus when I deposited. But the money won wasn't a bonus. It is also there as real money credit and 400 euros have already been paid out.

Ich weiss es nicht genau ich hab beim einzahlen einen Bonus bekommen. Aber das gewonnene Geld ist kein Bonus gewesen. Es steht ja auch als echtgeld Guthaben da und es wurden ja bereits 400 Euro ausgezahlt.

Hello

The player must provide extra documents, that were requested.

Currently, we see that the limits were applied for gambling activity.

Regards

Looking forward to getting up-to-date documents.

Regards

So do I still have to submit something?

Also muss ich da noch was einreichen?

Dear deniz0302

You've provided the outdated ID card, also you've been requested to provide a selfie with the documents in hands, fully visible. Should you need more help - please contact support.

Kind regards

That's the problem, I've uploaded my documents several times. It's a branch and it doesn't expire in Germany. The date it says is for my passport, which has expired

Das ist ja das Problem, ich habe meine Dokumente des Öfteren hochgeladen. Es ist ne Niederlassung und die läuft in Deutschland nicht ab. Das Datum was da steht ist für meinen Reisepass der ist abgelaufen

Dear deniz0302

We are kindly asking you to provide the up-to date passport document.

Kind regards

Thank you very much, deniz0302, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi deniz0302, I will be taking care of your complaint from now on.

Dear Verde Casino, can you please specify, if you have received proof of a permanent residence permit in Germany, but since the player is not a citizen, he should also have a passport/ID issued by the country of his citizenship. Do I understand correctly, that this is the document that expired and you requested the player to provide an updated one?

Is this the only document that's missing to complete KYC?

Regards,

Natalia

A branch doesn't expire, it's just the date on my passport. I reapplied but unfortunately it takes up to 6 weeks. But the branch in Germany is my ID card, which doesn't expire

Eine Niederlassung läuft nicht ab, das ist nur das Datum von meinem Reisepass. Ich hab’s neu beantragt aber es dauert leider bis zu 6 Wochen. Aber die Niederlassung in Deutschland ist mein Ausweis was nicht abläuft

Dear deniz0302

Since you've uploaded your expired document as a proof of your identity, our regulator is very curious and keen to see an up to date one.

Sorry for the inconvenience.

Regards

Dear deniz0302, your permanent residence permit card serves as proof that you have permission to live and work in Germany, however, if you're a citizen of another country you should have a valid passport issued by that country. I'm afraid, that the casino has a full right to request you to provide a legit up-to-date document. The expired ones cannot be accepted for KYC verification in any online casinos.

Please, can you specify if you were informed about the exact date when you can expect you passport to be renewed?

There is no exact date, not only that it can take up to 6 weeks.

Ne genaues Datum nicht nur das es bis zu 6 Wochen dauern kann.

Other things!

why have they already transferred 400 euros of the 6000 euros to me?

Andere Sache!

warum hat man mir von den 6000 Euro 400 Euro schon überwiesen?

Hello deniz0302

The system automatically withdrew the transaction.

Hope this clarifies.

Best regards

So I have to wait until my passport arrives and then submit everything?

Also muss ich warten bis mein pass da ist und dann alles einreichen ?

Dear deniz0302

Sorry, I am afraid, but yes. Otherwise, we are not in the competence of approving the withdrawals.

Thank you for understanding.

Kind regards

But my winnings don't expire, do they?

Aber mein Gewinn verfällt nicht oder?

Dear deniz0302

Of course not, they remain on your balance 🙂

It's a matter of compliance solely.

Kind regards

Hi all, so I believe we can only wait until the player receives a new valid passport.

Dear deniz0302, we will keep your complaint opened. I will set the timer for 6 weeks, hopefully, you will get the new document in this time frame and will be able to proceed with the verification.

Although the real money on your balance cannot simply expire, please, also keep in mind that if you choose to play with your balance and it happens that you lose the money, then we won't be able to help you return it since you are the one to decide how to use your balance.

So just keep us informed and let us know as soon as you get your new passport.

Regards,

Natalia

Thanks will be given

Danke wird gemacht

Dear deniz0302,

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 have now submitted my passport there and hope that they will finally pay it out. But nothing has happened yet.

Ich hab jetzt meinen pass da eingereicht und hoffe das die es endlich auszahlen. Bis jetzt ist aber noch nichts passiert.

Hello all

We can confirm, that the casino approved 3 withdrawal requests yesterday, and they are now being processed by the PSP.

Regards

Yes, today I received another request to verify myself. I can't do anything more than upload my documents. Don't understand why it's so complicated.

Ja heute hab ich erneut die Aufforderung bekommen mich zu verifizieren. Mehr wie meinen Dokumente hochladen kann ich auch nicht machen. Versteh nicht warum das so kompliziert ist.

Thank you for the updates, deniz0302 and Verde Casino.

Dear Verde Casino, please let us know when the withdrawal requests will be finally processed. I also wonder what were the reasons for asking the player to upload the documents for verification again, if they have been already verified as I understood.

Thanks

Danke

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi the casino has now transferred everything

Hi das Casino hat jetzt alles überwiesen

Dear deniz0302,

I'm glad to hear that you have received your winnings and your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru