Verde Casino - Der Spieler hat Probleme mit dem KYC-Verifizierungsprozess.

Hello, I have been trying for some time to complete the KYC verification requested by Green Casino in order to access the withdrawal tool for my winnings. Despite providing all the information they asked for, they still won't confirm some of my documents. When I speak to customer service, they direct me to an email with the same documents to resend.

Yesterday, after discussing my predicament with a friend, he suggested I reach out to you.

I had a balance of approximately €2,000, which I ended up using all of because I was unable to complete the verification. My current balance is now €0.99.

Salve , per diverso tempo ho cercato in tutti i modi (o quasi tutti) di effettuare la verifica KYC richiesta da verde casinò per poter accedere allo strumento per effettuare prelievi delle vincite.... nonostante abbia caricato tutti i dati che volevano , non mi confermano alcuni documenti, parlando con il centro assistenza mi indirizzano ad una email con le solite documentazioni da rimandare nuovamente

Ieri parlando con un amico dell'accaduto mi ha consigliato di chiedere a voi.

Avevo un saldo pari a 2.000€ circa che poi ho speso tutto nel perché non riuscivo ad effettuare la verifica....al momento il mio saldo è 0.99€

Dear vasilecretu123,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if your account was verified faster but at this point, we cannot ask the casino to refund your lost winnings. 

Could you please advise if you wish to verify your account anyway?

Thank you in advance for your reply.

Best regards,

Kristina

Dear vasilecretu123

According to our records, the account was verified at 04.12.2023 20:44:05 (UTC)

Would you be a little bit more specific, what can the casino do for you?

Thank you in advance!

Regards

Dear vasilecretu123,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.