Verde Casino - Player claims that payment has been delayed.

Apro questo reclamo contro Verde Casino poiché l'operatore sta deliberatamente ritardando il pagamento di un mio prelievo legittimo del valore di 1.100€.

Ho richiesto il prelievo e ho avviato la procedura di verifica dell'identità (KYC). Ho fornito tutti i documenti standard richiesti, è sono stati accettati .

Ogni volta che ho chiesto quanto tempo ci volesse per il prelievo mi è stata indicata un tempo di attesa molto contrastante, che varia da 5 giorni a 30. Per giunta, quando contatto il supporto clienti in Live Chat per chiedere spiegazioni, ricevo solo risposte estremamente ambigue e contrastanti. Gli agenti mi hanno persino comunicato che per elaborare il prelievo potrebbe essere necessario un mese di tempo. Questa tempistica viola palesemente i Termini e Condizioni ufficiali indicati nel regolamento del loro stesso sito.

Non ho violato alcuna regola, i fondi sono legittimi e non ci sono requisiti di bonus pendenti. Ho il forte sospetto che il casinò stia usando la tattica del rinvio della verifica per spingermi ad annullare il prelievo e perdere i miei soldi.

Chiedo il vostro intervento come mediatori affinché Verde Casino approvi definitivamente il pagamento dei miei 1.100€. Sono disponibile a fornire gli screenshot delle chat e dei documenti inviati se necessario.

Vi ringrazio per il supporto

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Dear daniels234,

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

Dear daniels234,

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.

Dear daniels234,

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.

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,
Jean
Casino.Guru