The player from Belgium is facing difficulties withdrawing her winnings after requesting a payout three weeks ago. Her account is fully verified, and the 14-day processing period has expired, but the casino is withholding €3,600, citing a bank error despite her compliance with their payment method request using Coinbase.
Verde Casino - Player’s withdrawal is delayed and funds are confiscated.
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Waiting for Casino Guru to reply
5d 11h 22m 29s
Verde Casino
Safety Index 9.4 Very highCase summary
Discussion
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3 days ago
Translation
My account is fully verified (KYC). The 14-day period expired on July 16. The casino refuses to pay out 8x €450 and 1x €400 under the false pretext of a bank error. I complied with their request to use Coinbase, but the payments are still being held.
Automatic translation:
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2 days 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 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
- Which payment methods have you used to deposit money into this casino so far?
- What types of games did you play to accumulate your winnings?
- When was the last time the casino communicated with you regarding the delay in processing your withdrawals? Please share any communication that could be relevant to the investigation of your case with me at veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
