The player from Italy requested a withdrawal of €15,674 made on August 25th and 26th, but only €5,000 had been credited after three weeks. Despite repeated inquiries, the player received no updates on the remaining withdrawals, which had been promised to be processed by September 15th. The issue was resolved after intervention, with all pending withdrawals being processed and credited to the player's account, leading to the complaint being marked as resolved.
Verde Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €10,674
Verde Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Unfortunately, I am reluctantly forced to file a complaint regarding a significant delay in the payments of two withdrawals that were requested on August 25th and 26th for a total of 15,674 on casinoverde.com.
At the time of the request, the two withdrawals were split into six withdrawals of 2,500 euros and one of 674 euros.
To date, only two withdrawals totaling €5,000 have been processed and credited to my account.
I made several requests during the week via customer support, both via chat and email, and they always assured me that all requested withdrawals would be processed no later than 14 working days after the last requested withdrawal (August 26th) and precisely on September 15th, as confirmed in your requests to customer support.
Unfortunately, despite it being an excellent site, withdrawals are still being processed to date.
I would like to point out that my account has been verified correctly—I have already received some of my requested withdrawals—and that my winnings are not from bonuses.
I remain at your disposal for any further information, hoping that the problem will be resolved as soon as possible.
Automatic translation:
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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify how many days it took for the successful withdrawals to be processed?
- Which payment method to withdraw your winnings have you opted for? Did you use the same payment method to withdraw all your winnings?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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Public
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5 months ago
Translation
The last withdrawal was requested on August 26th, I received two transfers of 2,500 euros, the first on September 4th and the second on September 10th.
The withdrawals were requested via bank transfer to a Revolut bank account, the account to which the verified credit cards used to make the deposits are linked.
All winnings were generated from deposits, I have never used bonuses.
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4 months ago
Greetings,
The withdrawals are scheduled to be paid according to T&Cs.
The player applied the break-time limit.
Regards
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4 months ago
Translation
Thank you for your prompt response. First of all, I'd like to take this opportunity to express my appreciation for this casino, which is among the best and most reputable online casinos.
However, I can't deny that the long withdrawal processing times have left me a bit disappointed. As you confirmed in all your online communications, they take a maximum of 14 working days from the last withdrawal request, which occurred on August 26th. As of today, September 18th, 18 days have passed and I still have €8,174 to be credited (the last processed withdrawal was three days ago, for €2,500).
I therefore sincerely hope that all withdrawals will be processed by the end of the week so that I can resume depositing and playing on your wonderful site.
Edited
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4 months ago
Translation
Unfortunately, I have to report that a withdrawal was rejected due to mysterious technical issues that even customer support couldn't explain to me in detail. Now I'll have to submit another request, and they'll likely make me wait another month. Furthermore, I have other withdrawals pending for €5,674, and I'm starting to fear that these too will be rejected. It's clear they're trying to hinder me in every way possible, so I can replay and lose all my money, but I'm too experienced and conscientious a player to fall for their scheme. I kindly ask you to intervene so I can receive all the withdrawals I requested, totaling €8,174, almost a month ago. I've already contacted my lawyer.
Automatic translation:
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4 months ago
Translation
Could you kindly ask the relevant department to process the withdrawal requests? They are trying every possible way to delay the payment of withdrawals, violating the terms, to force me to gamble my entire balance and lose it. I've never had anything like this happen to me. It's unacceptable that a site with such a high rating would delay payments like this, exasperating the player. Yesterday, they even cancelled a €2,500 withdrawal due to unspecified technical issues, asking me to make new withdrawal requests for €500. Today, when I contacted customer service via chat, I was informed that I'll have to wait another 14 business days. This deliberately obstructive behavior on their part is unacceptable. You must intervene and report the site for violating their rules. Until they pay me, I won't bet another euro on their site; I'm too experienced a player. The complaint will be filed with the European Court on Monday. My lawyer has already prepared all the documentation. If you want, I can send you the entire file. They're playing with fire.
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Antonio79,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
