The player from Denmark had requested a withdrawal less than two weeks prior to submitting his complaint. His money hadn't been received yet. The Complaints Team had advised the player to be patient and cooperate fully with the casino. The casino had requested the player to complete KYC verification. After some initial confusion, the player's account had been successfully verified and he was able to request his payout. The player then confirmed that his issue had been resolved and apologized for the complaint, praising the casino's assistance. The Complaints Team had marked the case as 'resolved'.
Verde Casino - Player believes that their withdrawal has been delayed.
Amount: 8,000 kr.
Verde Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Hello there
I have been fortunate enough to play through my bonus and win 8000. I have submitted documents but I can't see if they have been approved - I have thus tried to look for a support email but to no avail… how long can I expect to wait before they verify me, and the money gets cashed out? I can see from Trustpilot and earlier cases that there is a lot of trouble with this casino and this is making me nervous.
Best, Gabsen
Automatic translation:
Public
Public
6 months ago
Dear Gabsen,
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
Public
Public
6 months ago
Dear Gabsen
Congratulations on your win!
Please kindly refer to the latest e-mail sent, in order to complete KYC.
Kind regards
Public
Public
6 months ago
Translation
I've seen it and uploaded a picture with my credit card, but you don't accept that, do you? Can hardly have it closer to my head? 😅
Automatic translation:
Public
Public
6 months ago
Translation
Now I've been approved, but can't press anything when paying out!? What happens?
Automatic translation:
Public
Public
6 months ago
Translation
I apologize to verde casino - after being in contact with you and getting the necessary information from verde casino, everything is in perfect order and I apologize for my complaint 🙂
this case can be closed and I can highly recommend verde casino!
Automatic translation:
Public
Public
6 months ago
Dear Gabsen,
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
Please disable your AdBlock