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

Hello

on April 22, I made a withdrawal of 22,000 ron, which was divided into several transactions. even though the 5 days of the casino's T&C have passed, the balance has remained the same as no payment has been processed.

every time I contacted an operator of this casino I was told to wait every time. I am asking if you can help me somehow because I have to withdraw a rather large amount from here, almost €140,000 to be exact

thank you

Dear bebebebytza22,

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

ok, thank you for the prompt answer, but I think it's a problem as long as nubse respects the terms and conditions given by them. It says quite clearly that withdrawals up to €5000 will be resolved within 5 minutes-48 hours, but no longer more than 5 days

Dear bebebebytza22,

Have you received your withdrawal from the casino yet?

good afternoon, although the deadline for the withdrawal I made has passed, I still haven't received the amount I requested, they only transferred 6,000 lei out of 22,000 thousand lei, I canceled the remaining withdrawals and now I've made others. No I understand why the entire amount is not transferred to me when I request it, and it is only partially approved. Now they have asked me for additional documents regarding the source of my income, I have uploaded an account statement and I am waiting. If for 6000 lei I have waited almost 3 weeks ... for another 690,000, how much should I wait? thank you

Hello

I am writing to you about the complaint I made against verde casino.

on 22.04 I made a withdrawal in the amount of 22,000 thousand lei, money that was not processed for me even though the 7-day period specified in the T&C has passed. seeing that not even one lei of the requested amount has been processed, I contacted with them, and as an answer from their side they told me to wait. seeing that nothing happened on May 1st, I decided to withdraw the total balance, namely the amount of 690,000. for three weeks since I won this casino, I only paid 8000 lei of the total balance. I will leave attached pictures of my conversations with the operators. Now if I write them, I tell myself to wait for the withdrawal time to pass, and to read the terms and conditions. The T&C that the casino does not respect is proof of my withdrawal request dated 22.04 which was not sent to my account. I will attach some photos. thank you

in these photos you will be able to see that they did not respect the T&C that they are sending me now to get to know them.

Due to the fact that after the 8th day from the date of the request for the first withdrawals that were not credited to my account, I made other withdrawals, and now I have to submit to the T&C that they have already not respected. I am asking if you can help me somehow, because exactly as we wrote, of the total balance of 690,000 thousand lei, only 8,000 thousand lei have been transferred to me so far

Thank you

Thank you for your reply, bebebebytza22. Could you please advise if the documents you recently sent have been verified? Did you accumulate your winnings with or without an active bonus?

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.

Hello

the documents recently sent to the casino have been successfully verified. At the time of the winnings, I did not have any active bonus. Today, out of the 330 requests I made to the casino, two were approved. I once again wrote to the casino and they told me to wait, and at the same time they told me that I have the limit of withdrawal of 30,000. € per month. I requested the document where this limit is specified, but they sent me saying that the amount is too high and that's why this limit was imposed on me. But in the past, more precisely 2 weeks ago, when I spoke with them, they told me that no limit applies to me. I also understand this limit, but I want to see this payment of €30,000 within the month because so far from the total balance of 694,000 Ron . I received 12,000 ron

Thank you

Dear bebebebytza22

We've looked at the complaint of yours and were not able to identify any breach of T&Cs.

If the terms were violated - please kindly point out.

And congratulations on a big win!

Regards

Hello

it was a violation of T&C due to the withdrawals from 22.04, more precisely the amount of 22,000 ron. After exactly eight days from the withdrawal request, I had not received anything.

Now it is about that limit of €30,000 per month. Where is it specified in the T&C, because when I contacted an operator, he told me that this limit does not apply to me, having a fairly high turnover on the site. I know that there is a limit for players who have won 20 times more than they submitted. But not in my case. At that time I was a vip player...now I'm not anymore. I can't understand that either, why I don't have that status anymore.

Si totusi nu inteleg de ce nu se proceseaza toate retragerile odata .. Si ele sunt procesate pe rand, maxim 5 pe saptamana , si sunt procesate si aleatoriu

Hello everyone,

Thank you both for your replies.

bebebebytza22,

Do I understand correctly that you have 330 pending withdrawal requests? Did you use the same payment method to withdraw all your winnings? Additionally, please forward the most recent communication between you and the casino to kristina.s@casino.guru.

Dear bebebebytza22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Bună seara

imi cer scuze pentru răspunsul întârziat.

Da,ați înțeles bine am 330 cereri de retragere în așteptare.

Intr-un final cazinoul a început să plăteasca.Doar ca plătește foarte puțin, adică mai exact suma de 800€ pe zi.Asta însemnând ca o să fie nevoie de o perioadă foarte lungă de timp ca eu să îmi pot retrage tot soldul.In trecut când am vorbit cu un operator de la cazinou îmi spuneau ca nu am limită de retragere pe luna, acum când am vorbit din nou mi-au zis ca mi-au impus o limita de 30.000€ pe luna. Nu înțeleg de ce această limita

Hello

We do not observe any violations of T&Cs of the casino, the withdrawal requests are being processed accordingly:

"8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. Please note, the time for money clearance may vary upon the payment method. Most payment providers, especially banks, do not process payments on weekends and public holidays."

Warm regards

bebebebytza22, as long as withdrawal requests are processed according to the casino's withdrawal policy, I am afraid there is not much we can do. Please, let me know if there is anything else I can help you with, otherwise, I will close this complaint.

Bună ziua

Am rugămintea să nu îmi închideți sesizarea deoarece azi am avut o surpriză neplăcută din partea cazinoului și mai exact mi-au anulat toate cererile de retragere pe care le cerusem în data de 07.05 . Am luat legătura cu ei și mi-au zis ca din cauza unor probleme tehnice mi-au fost anulate toate cererile, și nu am altă variantă decât să le creez din nou.Asadar eu acum dacă solicit din nou retragerea fondurilor o să trebuiască să o iau de la capăt cu timpul de așteptare încă 30 de zile??Nu mi se pare corect din partea cazinoului să aștept să o iau de la capăt cu retragerile și cu timpul de așteptare . Luați dvs legătura cu cazinoul și întrebați-i vă rog ce anume s-a întâmplat .

va multumesc

Vă las atașat ultima mea conversație cu un operator al cazinoului:

operator:

Retragerile sunt procesate în perioada specificată în regulamentul clubului.

12:20

Eu:

Păi da dar uită-te te rog în profilul meu și ai să vezi ca pe data de 31.05 mi s-au anulat toate cererile create în data de 07.05 așadar ca mie nu ar trebuii să mi se mai aplice acel termen de așteptare pentru ca eu deja am așteptat aproape 30 zile

operator:

Vă mulțumim că ați așteptat. Nu vă faceți griji, ne vom strădui să vă rezolvăm descoperirile cât mai curând posibil, doar așteptați.

12:23

eu:

Poți verifica te rog de ce mi-au fost anulate cererile respective

Operator:

Lucrez la întrebarea dumneavoastră. Vă rugăm să nu închideți camera de chat.

12:25

Eu:

Căci au fost anulate din partea cazinoului așa ca nu mi se pare normal și corect din partea dvs să îmi spuneți să aștept din nou să treacă perioada de așteptare pe care eu deja am așteptat-o odată ., iar acum să o iau de la capat

Rey is working on a response for you. Please remain in the chat room.

operator:

Vă mulțumim că ați așteptat, retragerea a fost anulată din motive tehnice. Ne cerem scuze pentru neplăcerile create. Vom încerca să aprobăm retragerea dvs. în curând, vă rugăm să așteptați.

12:29

Eu:

Sper ca azi să rezolvați problema căci nu din vina mea s-au anulat cererile. Și nu mi se pare normal să aștept din nou

Operator:

Ai dreptate, nu e vina ta. Vom încerca să vă procesăm cererile cât mai curând posibil.

12:32

Asta este conversația în original cu operatorul

Traducerea discuției cu operatoril

Hello,

According to our financial log, the player has received 97,300 lei (~19k eur).

The rest is scheduled to be paid according to T&Cs of the casino.

Regards

Bună ziua

conform T&C ai cazinoului trebuia să fie plătită suma de 30.000€ pe luna

asa cum am discutat cu operatorii cazinoului. În schimb s-a plătit suma de 19.000€

diferența când o să intre la plată ??

Si totuși nu am primit nici un răspuns de ce mi s-au anulat retragerile.care este motivul pentru care s-au anulat ?

Hello,

Just as previously stated, all the withdrawals are approved according to T&Cs:

"8.16. For the players who successfully completed KYC check, a withdrawal amount higher than 30 000 EUR (or equivalent in your currency) will be approved by the Casino within the period of 5 mins — 96 hours, but not exceeding 30 working days from the date of the request, except for weekends and holidays. "

Each transaction (technically) has a TTL, if the request expires, the player should simply create the new request.

Regards

Bună ziua

Nu are relevanță ceea ce îmi spuneți dvs , deoarece cererea nu ar trebuii să ajungă la timpul de expirare. Ea ar trebuii plătită către jucător înainte ca ea să expire. Tot odată spuneau colegii dvs ca o să mă plătească în limita a 30k pe luna. Păi cu 400 € pe zi nu o să se ajungă la aceea suma niciodată , și o vom lua de la capăt cu expirarea cererilor. Asta însemnând ca nu se respectă T&C??

Hello, bebebebytza22

No, it does not mean that.

Regards

bebebebytza22, could you please clarify how much money you currently have in your casino account and if you have any pending withdrawals?

Bună ziua ,

In momentul de față în contul meu de cazino se află suma de 564.046,53 Ron

Am cerut retragerea întregului sold.Retrageri care acum sunt în așteptare, asta în cazul în care nu mi se anulează ca cele din luna trecută.

Pentru ca am avut surpriza neplăcută de a îmi fi anulate retragerile pe care le creasem cu aproximativ 30 zile în urmă.Am întrebat un operator al cazinoului ce s-a întâmplat și mi-a zis ca datorită problemelor tehnice mi-au fost anulate, în altă zi când am vorbit cu ei să mi se spună ca cererile de retragere expiră după un anumit timp. Păi și în acest caz eu trebuie să aștept de fiecare dată acel timp de procesare de până la 30 zile?Nu este vina mea ca serviciul financiar nu se încadrează în timpul menționat în T&C , și tot odată nu mi se pare normal ca eu să o iau de la capăt cu timpul de așteptare .

Iar în momentul actual nu or să se încadreze cu plata cererilor nici în această lună deoarce ei nu plătesc sume mai mari de 2000 Ron - 4000 Ron maxim pe zi.

va multumesc!

Thank you very much, bebebebytza22, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, bebebebytza22!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Dear Pavel,

We are currently uncertain as to why the complaint remains unresolved. The player has been receiving their winnings even faster than stipulated within the casino's terms and conditions. To date, the player has received 432,300 RON, which equates to over 86,000 EUR. Could you please advise on how we might further assist the player?

Best regards

Thank you, Verde Casino!

bebebebytza22, please, is the rate of withdrawals still 4000 RON per day? How much is left in your account?

Bună seara,

începând cu data de 16.06 cazinoul a început într-adevăr să plătească, mi-au transferat zilnic sume destul de mari.

Dar oricum mai am de retras in momentul de față 908.765 Ron.

Ca și răspuns pentru cazino de ce nu a fost închisă reclamația : Pentru ca până pe data de 16.06 am avut doar plăți de 4000 lei, ca dacă m-ar fi plătit nu aș mai fi apelat la ajutorul celor de la guru .Abia de duminică au început cu adevărat să îmi vireze banii.Si mi-aș dorii sa o țină tot așa pentru ca mai am destul de mult de retras.

va multumesc

bebebebytza22, very well! We have two ways now. Either I leave the complaint open while you receive your remaining funds or I will close your complaint as resolved and if there will be any problem you will request a reopen. Please, choose.

Aș dori să rămână plângerea deschisă până la virarea completă a sumei din cont.

va mulțumesc mult

Okay, then we'll wait!

Va multumesc mult pentru sprijinul acordat.

vă țin la curent

Hello,

According to our records, the player has received ~150k EUR, which is way faster than specified within the T&Cs of the casino.

Regards

bebebebytza22, hello! How is the progress?

Dear bebebebytza22,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.