The player from Italy faces difficulties withdrawing his winnings from the casino, as they insist on using a card he no longer has access to. Despite submitting the required KYC documents for his new account, the casino rejects them and cites a withdrawal limit to a single card, leaving him without funds and unanswered emails.
Verde Casino - Player's withdrawal is delayed due to account issues.
Opened
Current status
Waiting for player to reply
6d 22h 1m 16s
Verde Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 days ago
Translation
I green casino keeps finding excuses to not let me withdraw my winnings.
They keep insisting that I withdraw my winnings to a card I unfortunately no longer have access to. They refuse all my requests.
They told me to send the documentation of my new account (account with which I have already deposited a certain amount of money on the site)
So I uploaded a KYFC account verification document and a statement showing the deposits to them. The documents are rejected, and when I ask for an explanation, the virtual support agent says the casino has imposed a limit on withdrawals to a single card. But since that account is no longer active, I can't withdraw the funds. I'm asking for your help. I can provide all the required documentation, and they're asking for it, but they don't respond to my emails and keep making excuses for not paying me.
Automatic translation:
Public
Public
1 hour 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.
Public
Public
1 hour ago
Dear Dadedu97,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Do I understand correctly that you have not made any successful withdrawals to your new account previously?
- Could you please clarify which documents you have provided to verify your account? Has the casino approved any of them?
- Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
