The player from Germany has been trying to withdraw €9,500 from Verde Casino for two weeks but faces delays and confusion regarding the payout process, which requires multiple transactions. Although the account is fully verified, they address issues with the payment method as only €250 is paid out daily, and part of the original withdrawal request exceeding €30,000 is rejected without explanation. The player seeks clarity on several aspects of the withdrawal process and requests Casino Guru's assistance.
Verde Casino - Player's withdrawal is delayed and partially rejected.
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Verde Casino
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4 days ago
Translation
FORMAL COMPLAINT AGAINST VERDE CASINO – PAYOUT PROBLEM
I urgently request assistance from Casino Guru regarding my withdrawal problem with Verde Casino.
My account is fully verified. I have submitted all the documents requested by Verde. My withdrawal request was submitted on September 3, 2026.
I originally wanted to withdraw over €30,000. A significant portion, approximately half, was subsequently rejected without any explanation that I could understand.
My Verde account currently holds €38,895.50. Of this amount, €9,500 has been requested or is currently being processed for withdrawal.
The real problem is the method of payment: I currently only receive approximately 250 EUR per day.
Verde explained in writing that the payout had to be split into several individual transactions due to restrictions imposed by the payment provider. They referred to a maximum amount that the payment provider could process per transaction.
At €9,500 and €250 per withdrawal, 38 separate withdrawals would be required. With only one €250 withdrawal per day, the withdrawal of just €9,500 would take 38 days. This doesn't seem compatible with Verde's stated processing time of a maximum of 14 business days.
Verde's communication regarding the start of this period is particularly contradictory.
My application was submitted on September 3, 2026, and my account was fully verified. Initially, I was informed that the processing time would not begin until September 9, 2026. Later, VIP support informed me in writing that withdrawals between €5,000 and €29,999 would be approved within 14 business days "from the date of the request."
As of today, September 17, 2026, 11 working days have already passed since the application was submitted on September 3.
Verde also confirmed to me in writing that "all requested payments will be added together".
However, only a small partial amount is paid out each day. Therefore, it is completely unclear to me how the full €9,500 is supposed to be paid out within the stated timeframe.
I have repeatedly asked Verde to forward my case to the responsible finance/payment team and to contact the payment provider directly. Instead of a concrete solution, however, I keep receiving general statements such as "Your transactions are still being processed" or "There are technical limitations with the payment provider."
I asked specifically:
- What is the actual limit of the number of tokens?
Does it apply per transaction or per day?
- Does this restriction actually originate from Jeton?
- Why aren't multiple transactions carried out on the same day if there's a limit of €250 per transaction?
Did Verde have this restriction on Jeton specifically confirmed?
I have not yet received a plausible answer to that.
I also pointed out to Verde that GoldSpin uses Jeton as well and offers higher daily payouts. I understand that different dealers may have different agreements. That's precisely why I want to clarify whether the alleged restriction actually originates from Jeton or whether the specific payout practices are determined by Verde.
Additionally, I have another problem: My account still holds €38,895.50. I don't want to submit a new withdrawal request for the remaining amount at this time because Verde hasn't clearly confirmed in writing that this won't trigger a new processing time or review.
This creates a completely incomprehensible cycle for me: If I request another withdrawal, a new deadline may apply. If I don't request anything, my money remains in the account. At the same time, the already requested withdrawal is only being processed at a rate of approximately €250 per day.
Verde has even informed me themselves that the current procedure leads to "partial payments and a long waiting period." When I insisted on a concrete solution, Verde recommended that I contact Casino Guru, which I am doing here.
I ask Casino Guru to demand a concrete answer:
1. Which date is decisive for the 14 working day period – 03.09. or 09.09.2026?
2. Why is only approximately €250 paid out per day?
3. Why aren't multiple transactions carried out per day?
4. Is there actually a corresponding token limit, and who set it?
5. Why was a significant portion of my originally requested payout of over €30,000 rejected?
6. Does a new payment request actually trigger a new processing time?
7. How can I have my remaining balance of EUR 38,895.50 paid out in full?
8. When will the currently requested sum of EUR 9,500 be paid out in full?
I have all the evidence and screenshots.
Thanks
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41 minutes 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.
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41 minutes ago
Dear Jojo90,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you are experiencing with your withdrawals from Verde Casino.
To better understand the current status of your withdrawals, could you please clarify the following:
- Have you successfully completed the KYC verification process?
- When exactly did you request the €9,500 withdrawal?
- How much of the €9,500 have you already received?
- Are the approximately €250 payments being processed regularly without interruption? When did you receive the most recent payment?
Thank you very much in advance for your cooperation. I look forward to your reply.
Karla M.
