The player from New Zealand had requested a withdrawal less than two weeks before submitting this complaint. Their money had not been received yet. The player's account was fully KYC verified, and she was advised to wait at least 14 days for the withdrawal to be processed, as delays could occur due to verification or high withdrawal volumes. The player confirmed understanding and agreed to keep waiting. The complaint was marked as resolved after the player indicated the issue had been settled.
Verde Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: NZ$600
Verde Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear Lorijpt9,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 weeks ago
Dear Lorijpt9
We've contacted the PSP, and it looks like you were attempting to withdraw to the account, that does not exist. The transaction was canceled, we lindly ask you to double-check the Skrill account and make another request.
(most likely you are missing "s" in the middle of the account;)
Regards
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3 weeks ago
Dear Lorijpt9
The PSP and casino have checked the e-mail address used for Skrill withdrawal, and there was a typo.
The new request was approved, please kindly let us know when teh money arrives.
Best regards
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Lorijpt9,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Karla
