The player from Chile had requested a withdrawal less than two weeks prior to submitting this complaint. Their money hadn’t been received yet. He later said he was being asked to complete income verification, but all documents he sent were rejected without a clear explanation, and he was seeking a specific list of missing documents for his $200,000 winnings. We asked for an update after the waiting period and extended the timer, but he did not respond to our follow-up messages. As a result, we closed the complaint due to lack of response and could not continue the investigation.
Verde Casino - Player believes that their withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: $200,000 CLP
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
Public
Public
1 month ago
Translation
Good night.
I have a problem withdrawing my money, which amounts to $200,000 CLP, and I want to express my displeasure with the way you are handling this situation.
Before explaining the problem, I'd like to know how it's possible that you don't require KYC (Know Your Customer) verification before allowing deposits and bets. You had no problem receiving my money and even allowing me to play, without any prior verification of the funds' origin. However, when I tried to withdraw my winnings, you only then required this process, which I find opaque and a very poor user experience.
The problems I've had are the following:
1. I tried to withdraw money to BancoEstado, but the option isn't working correctly. Then I switched to Banco Falabella, but when I enter my information, the system only shows the Cuenta RUT option, even though Banco Falabella doesn't use that type of account, and the Cuenta Corriente option doesn't appear either, so I can't complete the withdrawal.
2. I then tried to withdraw the money using my BancoEstado Visa card and then my Banco Falabella Mastercard, but the result was the same. Afterward, I was informed that I needed to complete KYC verification. I uploaded all the requested documentation, including my payslip to prove the source of my income, but this document was rejected without a clear explanation.
3. How long will it take to verify a single document to release my money? Also, when will you fix the problems with your bank withdrawal system?
I currently have two withdrawal requests that I've rejected myself, as I'm concerned the money might be sent to the wrong account due to the platform's glitches. I don't feel it's safe to continue attempting withdrawals while the system is still malfunctioning.
I request a prompt solution, a clear explanation regarding the rejection of my documentation, and an estimated date for the release of my $200,000, as the money belongs to me and I have complied with all the requirements requested of me.
I await a concrete response and a prompt solution to this problem.
Automatic translation:
Public
Public
1 month 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.
Public
Public
1 month ago
Dear Sebastian-soto,
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
Public
Public
1 month ago
Translation14 days from June 26, 2026, at 10:22 PM Chilean time. No problem. But I need that money; I don't play this for fun or as a hobby. And the response was so fast it's just a bot replying, just like in the online support app.
Automatic translation:
Public
Public
1 month ago
TranslationI need you to tell me specifically what document you require to verify my income, as I have already sent everything requested.
I have sent:
My payslips.
The certificate of employment seniority obtained from the BUK system.
The certificate of deposits made from my account to your platform.
The bank account information from which I make the deposits.
Even so, all the documents were rejected without a clear explanation. Which document is missing exactly? It's unacceptable that they continue to reject the documentation without stating the specific reason.
Honestly, it seems like they're just stalling to prevent me from withdrawing my $200,000. What's most concerning is that this complaint is being kept private, so other users can't find out about this situation or avoid going through the same experience.
I request a specific response indicating what document you need to verify my income and that you stop arbitrarily rejecting my documentation. I have already complied with all your requests and expect an immediate solution.
Automatic translation:
Sensitive attachment
Sensitive attachment
1 month ago
TranslationThis is already a mockery of the user; they reject documents just for the sake of rejecting them, simply because they feel like it.
. We sent them the settlement statement, bank statement, employment report, everything they needed, and they rejected it. They're incapable of providing the information they claim. Once it's reviewed, they'll receive an email, which never arrived. I logged into the app and realized they rejected the documents for the third time. This is the third time; they're a bunch of crooks.Automatic translation:
Public
Public
1 month ago
Greetings,
The player can make a withdrawal request.
The KYC is completed.
Regards
Public
Public
1 month ago
Translation
This bank's cards are temporarily unavailable; please use a card from another bank.
I'm having the same problem with my Visa and Mastercard. With Banco Falabella, there's no checking account listed, and while they have Banco Estado accounts, the Cuenta RUT option appears in the account options. They don't have a well-organized withdrawal system, but they do have a deposit account, even for bikes, but it doesn't appear as a withdrawal account. I need help. First, it was KYC; I spent four days fighting through that channel, and now this.
Edited
Automatic translation:
Public
Public
1 month ago
Dear Sebastian-soto
Have you received your winnings yet?
Thank you!
Regards
Public
Public
4 weeks ago
Dear Sebastian-soto,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
Public
Public
3 weeks ago
Dear Sebastian-soto,
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.
Public
Public
2 weeks ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Karla
Casino.Guru
