Verde Casino - Player believes that their withdrawal has been delayed.

I have a problem with the withdrawal of money. On July 4, I applied for a withdrawal of PLN 17,780. By July 8, I received several payments (the casino arranged the payment in installments), and from July 9, the amount of PLN 2,220 was debited from the player's account until July 12, 2023. In total, it was PLN 8,880 in 4 payments, which I still do not have on my account my account is verified, the payment method is the same as before - to a debit card. I wrote to the service desk several times for help, they told me to wait 5 working days, now they claim that the money is with the intermediary and they do not know when it will be on my account. So it can be, for example, half a year? This situation is very stressful for me, thanks to the win I can pay off my debts, because I am after a car accident and now I cannot work, which resulted in a lack of funds to repay debts. In the casino I managed to win for the first time yes a lot of money, but I'm afraid that I won't get it soon, and time is chasing me. I feel cheated because the casino claims that it is not responsible for the payment through the transaction agent, so they wash their hands of it, and I believe that it is simply a scam. I would like to add that I was offered to return the funds to the player's account and re-pay, which is totally nonsense, because it will take even longer. Please help me. Mom of three children

Dear joannamilke03,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you, I need help because its not ok , I think they wont pay money in future week, They will keep it as long as I decide to take back to player account and I think they hope I will play again and lose it.I asked them whu they paid me every day to 8.07.2023 and from 9th of July they dont do it.They cans answer , it is still the same, please wait to your payment nearly.

Dear joannamilke03,

Have you received your withdrawal from the casino yet?

Hi,Unfortunately I didnt get this money yet.I am really stressed about this situation.thank you for your reply.Regards

Hi,today I wrote to casino and ask about my payment and they wrote again the same

,,Thank you for waiting.

 The report on this subject was forwarded to the appropriate department earlier. Please wait for the withdrawals to be processed by our payment partner or we may cancel the withdrawals for the order by another method".

I dont understand,its the same method and card what before, they sent me part of the money there so it is correct.They are not normal.Regarfs

Thank you for your reply, joannamilke03. Could you please advise what is the current status of the unprocessed withdrawal requests? Are they marked as pending or processed in your account? If possible, please post here a screenshot of your withdrawal history.

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. Thank you in advance.

Hi Kristina.Its still pending, I see only three of 4 payments, I dont know why, I sent you proof that I should have four payments, Staff wrote me this , but its a problem in my payment history, in fact, I wrote them today and they wrote me that They sent money and its still on middle road, Its a joke....Thank you for your reply, its very important for me,I have so difficult situation and 7 minths old baby,I need this money very much.

Dear joannamilke03

Sorry you've faced issues with withdrawal.

The PSP informed us, that it is not possible to withdraw to your VISA bank card.

We kindly advise you to use bank transfer or alternative payout methods.

Best regards

Why is not possible to pay in my card, I got money from you the last time 8th of July ,it was the same payment method,the same card.something changed?I wrote with staffs from casino and they told me that money are send on my card and I need to wait for money.Nobody told me that is problem with payment method.How I need to change it?I am waiting a long time and really need this money.Reragds

I choosed bank transfer method,when could I expect my withdrawal?

Hi Kristina,I ask casino for withdrawal, they took first money from my player account- 1800PLN and I stii waiting from Friday.Could ypu help me please?I dont know what I have to do, staffs are saying the same all the time.Best regards

Hi,I got my money finally.Thank you for your help

Dear joannamilke03,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru