Verde Casino - Player's cryptocurrency withdrawal is delayed.

I am filing this complaint against Verde Casino regarding a withdrawal issue. I made my deposit using cryptocurrency, but now the casino refuses to process my withdrawal back to my crypto wallet.

The support team informed me that cryptocurrency withdrawals are disabled for my account and suggested that I use bank cards (Visa/MasterCard) instead. However, I have repeatedly explained that in my country of residence, banks are strictly prohibited from processing transactions to and from online casinos. Any attempt to withdraw via bank card will result in the transaction being blocked by my bank.

I have followed the "closed loop" rule by requesting a payout via the same method I used for deposit (crypto). Since this is the only viable method for me to receive my funds due to local banking regulations, I believe the casino's refusal is unfair and results in my funds being withheld.

I have screenshots of my deposit history and the chat transcripts where the casino representative confirms they are intentionally blocking crypto payouts for me. I am asking Casino.Guru to help me mediate this situation and get my withdrawal processed via cryptocurrency.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Verde Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? Could you kindly confirm if you passed the full KYC verification? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Attila

Greetings, MaksimGreen

Please let us know if you are a casino player or solely a sportsbook one.

Kind regards

Initially, I played a little at the casino. But I mostly bet on football matches. Today, the casino support team emailed me and asked for a selfie and the public address of my Binance wallet on my phone. I did everything and sent it seven hours ago. I'm waiting, hoping they'll verify my address and everything will be fine.

I have completed all KYC procedures. I deposited exclusively cryptocurrency from my Binance exchange account. I can always provide additional screenshots of the transfer to the casino.

Greetings,

You are welcome to make a withdrawal request if you provided all the requested photos.

Regards

Sorry for the delay in our response.

We understand your emotions. However, our specialists can see that for your region, cryptocurrency withdrawal methods are not available. Only card withdrawals are supported for your geo-location.

Unfortunately, such limitations may occur, and they are beyond our control.

Have a good day!

Dear Support Team,

Please understand that in my country, it is technically impossible to top up an online casino account via bank card. Banks do not process transactions to crypto casinos and do not accept payments from them.

How should I proceed in this situation? You accepted my deposit via cryptocurrency, yet you refuse to process a withdrawal using the same method. How can I withdraw funds from my account? Other methods on your website are also technically unavailable to me; for instance, I cannot register for Skrill or Neteller.

I have successfully received the payout from the casino. Please close the dispute. Thank you to everyone involved, and all the best.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Attila Gorkij

Casino.Guru