The player from Sweden had been waiting for three weeks to withdraw funds after his first request was canceled due to a "technical error." Despite having completed the KYC process, his withdrawal remained in "New" status, and he had received inconsistent information from support. He requested a clear status update, an explanation for the first cancellation, and a realistic timeframe for his current withdrawal. The issue was considered resolved by the Complaints Team after the casino confirmed that withdrawals were processed according to their terms and conditions, and the player did not provide further updates.
Verde Casino - Player’s withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: €18,000
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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3 weeks ago
Translation
Hello,
I hereby wish to submit a formal complaint regarding my withdrawal.
My first withdrawal was cancelled on day 13 citing a "technical error". I was then asked to create a new withdrawal, which I have done. Even though my account is verified (KYC completed) and I have followed all instructions, my current withdrawal still stands as "New" with no clear progression.
I have received varying and contradictory messages from support regarding status, timeframes, and the reason for the previous outage. This has led to long waits and a lack of clear information.
I therefore request:
A clear and final status of my withdrawal
An explanation for why the first withdrawal was interrupted after such a long treatment period
A realistic timeframe for when my current withdrawal will be processed and paid out
I also request that this matter be escalated to your finance or compliance team for further review.
I want written and concrete feedback.
Automatic translation:
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2 weeks 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.
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2 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- Do I understand correctly that you haven't made any successful withdrawals before?
Thank you in advance for your reply.
Best regards,
Kristina
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1 week ago
Dear Ninosgabrial,
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.
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1 week ago
Greetings,
We do not observe any problems, the withdrawals are being approved according to T&Cs of the casino.
Regards
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yesterday
Thank you, Verde Casino team, for your message.
Based on the developments, it seems that the issue may already be resolved. However, since the complaint was submitted by the player, we believe it’s only right to mark it as resolved only after we receive their confirmation.
Without that confirmation, we’re closing the case as rejected for now.
If the player returns with an update or still needs assistance, they can reopen the complaint at any time — and we’ll be ready to help.
