Verde Casino - Player’s winnings haven’t been received yet.

ΠΟΤΕ ΕΠΙΤΕΛΟΥΣ ΘΑ ΠΑΡΩ ΤΑ ΧΡΗΜΑΤΑ ΜΟΥ ΠΕΡΙΜΕΝΟ ΕΔΟ ΚΑΙ ΠΟΛΙ ΚΑΙΡΟ

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.

Dear soyluna,

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

ICH KAN KEINE 14 TAGE WARTEN KÖNE SIE DAS NICH BESCHLEUNIGEN

Unvollständig

KYC die dokumende habe ich 8 tage schon hochgeladen

Greetings,

The KYC is not yet completed, and the casino is waiting for a proof of gameplay from Bulgaria (BG) on 26.02.2026

Thank you and looking forward!

Kind regards

ich habe ausversene mit vpn eingelog aber nicht gespielt sofort habe ich das vpn ausgemacht

ich habe was runtergeladen ein song deswegen und habe es vergesen dan wo ich gemerkt habe ich es ausgeschalten bevor ich gespielt habe

Dear soyluna

Thank you for explanations, we will look into it and revert.

Regards

Greetings,

The player was able to access their account and services.

The player now has zero on their balance, the opted for break time limit.

Please let us know if we may assist more.

Regards

Dear soyluna,

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 soyluna,

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,
Karla
Casino.Guru