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Hello, I registered exactly one year ago as a customer from Germany. I verified my account and everything was fine. I deposited using crypto (USDC) back when it was still possible. For several months now, there are no longer any cryptocurrencies available, only the Pix method. However, you cannot use it without a Brazilian account. I have been unable to withdraw for months. I initially contacted customer service and was informed that cryptocurrencies are currently under maintenance. Since then, nothing has happened. I do not know how to access my money.

Hallo, ich habe mich vor genau einem Jahr dort registriert als deutscher Kunde. Ich habe mich auch verifiziert und alles war ok. Dann habe ich mit crypto eingezahlt (USDC). Das war damals noch möglich. Seit mehreren Monaten existieren keine Kryptowährungen mehr. Sondern nur noch die Methode Pix. Die kann man allerdings nicht nutzen, wenn man kein brasilianisches Konto hat. Ich kann seit Monaten nicht auszahlen. Ich habe den Kundendienst anfangs angeschrieben und bekam die Mitteilung, dass Kryptowährungen derzeit unter Wartung sind. Seit dem passiert gar nichts. Ich weiß nicht, wie ich an mein Geld kommen soll.

Dear AK1982888,

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 advise when exactly you made the last successful withdrawal?
• Do I understand correctly that the only withdrawal method you see is the PIX? If possible, please post a screenshot of your withdrawal section here in this thread.
• When did you notice that the cryptocurrency withdrawal option is missing?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello, I haven't made any withdrawals there yet. I first noticed it in October, but I know that it was possible to withdraw crypto for a long time. It was just discontinued at some point. You can see from my screenshot that Pix is the only withdrawal option offered. Pix is of no use without a Brazilian account.

Hallo, ich habe dort bisher noch gar nicht ausgezahlt. Mir ist das im Oktober zum ersten Mal aufgefallen, ich weiss aber, dass es lange Zeit möglich war, mir Krypto auszuzahlen. Es wurde halt irgendwann eingestellt. An meinem Screenshot können Sie sehen, dass nur Pix als Auszahlungsvariante angeboten wird. Ohne ein brasilianisches Konto bringt einem Pix nichts.

Thank you very much, AK1982888, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear AK1982888, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact VertBet Casino outside this complaint thread and let you know any new information once I receive it.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Katarina