Verde Casino - Player’s withdrawal is delayed and funds are confiscated.

Mijn account is volledig geverifieerd (KYC). De 14-dagen termijn verliep op 16 juli. Het casino weigert 8x €450 en 1x €400 uit te betalen onder het valse voorwendsel van een bankfout. Ik heb voldaan aan hun verzoek om Coinbase te gebruiken, maar de betalingen worden nog steeds vastgehouden."

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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

Beste, ik heb jou via email geantwoord en bijwijzen erbij toegevoegd mvg

Dear Sweety2013

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika Fritz

Dear Sweety2013,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Verde Casino to join this conversation and assist in addressing the complaint.

Dear Verde Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Greetings,

We do not observe any issues. More details would be appreciated.

Regards

Dear Verde Casino,

Thank you for your continued cooperation.

The player has stated that their account is fully verified (KYC) and that the 14-day processing period expired on July 16.

According to the player, they are still awaiting payments of 8 × €450 and 1 × €400, which have not yet been processed due to what they were told was a bank error. The player also confirmed that they complied with your request to use Coinbase for the withdrawals; however, the payments are reportedly still pending.

Could you please comment on the player's statements and provide us with an update on the current status of the withdrawals? If there are any outstanding issues preventing the payments from being processed, please specify exactly what they are.

I look forward to your response.

Hey, Stefan

We can see part of the amount was already paid out, the new withdrawal requests were created at 28.07.2026 21:20:21 (UTC) and will be approved according to T&Cs.

Kind regards

Dear Sweety2013,

I hope this message finds you well.

Could you please confirm whether you have received the first payment from the casino?

Additionally, could you let us know how much you have successfully withdrawn so far and what amount still remains to be withdrawn?

I look forward to your response.

Dear Sweety2013,

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,
Stefan
Casino.Guru