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

I would like to file a formal complaint regarding Verde Casino.

I have requested a withdrawal which was initially accepted and was in processing for approximately 13 days. During this period I did not receive any clear information about any issues and I have been fully verified as per the casino's requirements.

Despite this, my withdrawal has suddenly been cancelled without a clear or reasonable explanation. This happened after a long waiting period, which creates a contradiction in the casino's handling of the case: first the withdrawal is approved and processed, and then it is stopped without a clear reason.

I have followed all the terms and conditions, am fully verified and have not broken any rules to my knowledge. I have contacted customer service, but am only getting vague answers or no concrete explanation as to why the withdrawal was cancelled.

This handling appears unclear and inconsistent, and I believe that my case has not been handled correctly or transparently.

I therefore request:

a full review of why the withdrawal was canceled after 13 days

a clear and concrete explanation for the decision

that my withdrawal will be reinstated and paid out unless there is a legitimate rule violation

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Dear Ninos,

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 Ninos,

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 Ninos,

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